We pride ourselves on great customer service, and we will always genuinely try to solve any issues you have with your purchase, however, the sex industry has extremely strict laws and regulations in regards to "used" sex toys that we do not control. In order to qualify for a money back guarantee, your doll must be 'as new' and in the original packaging. If you have used the doll, please send us a message and we will do our best to fix any issues or problems you have and talk you through anything that may need repair.