If you’re considering a Smart Doll, it’s important to understand that our warranty and return policies are quite different from platforms like Amazon, which often accept returns unconditionally—regardless of the item’s condition.

We do not accept returns due to the handmade nature of our products. Each Smart Doll is created through a meticulous, hands-on process that involves time, care, and individual attention. Before making a purchase, we kindly ask that you consider whether our warranty policies and approach align with your expectations.

WARRANTY

The Smart Doll warranty is valid for one year from the date of purchase or up to two limb replacements within that year—whichever comes first.
The warranty covers internal frame components and limbs such as arms, shins, and feet—parts that contain mechanical elements or undergo regular movement. It does not cover outer shell (skin) components like the bust, head, or torso, as these do not contain moving parts. Other non-mechanical items such as eyes, wigs, telescopic stands, and packaging are also not covered. Additionally, the warranty does not cover staining caused by wigs or apparel (including our own), or discoloration resulting from environmental factors like UV exposure, humidity, or airborne pollutants.
To qualify for warranty coverage, your Smart Doll must have been purchased directly from us or from authorized retailers—specifically Fabric Friends or Anime Sugoi. Purchases from other sellers, including second-hand or unofficial sources, are not eligible.
If your doll suffers a break covered by warranty, we will provide a replacement part free of charge. We ask that you either pay for shipping or allow us to include the replacement in your next order.
Shipping is billed under the “0kg–1.899kg (volumetric)” tier. You can view the current shipping fees here.
Replacement parts are not plug-and-play. In some cases, you’ll need to use tools like long-nose pliers to remove a broken shaft from a socket as illustrated in images 2 and 3. You may also need to partially disassemble the doll to install the replacement. We do not offer mail-in repair services, but if you’re in Tokyo, you’re welcome to schedule a visit to our store—we’ll gladly perform the repair free of charge if it’s under warranty, or for a fee if it’s not.
After two incidents within the warranty period, any additional breakages will no longer be covered. You will be required to pay for both the replacement part and shipping. At this point, the warranty is considered expired.
If you break an arm, shin, or foot outside the warranty period, the standard replacement fee is 10,000 JPY per part.
If a broken shin becomes lodged inside the thigh, a torso replacement is also required. The cost of a torso is 25,000 JPY, bringing the total to 35,000 JPY for both the shin and torso.
However, if you’re able to remove the broken part yourself, only the shin needs to be replaced.
If your warranty has expired or does not apply, you may still request a replacement. You can either:
– Purchase the part at the stated price, or
– Buy something else from our store of equal value and receive the replacement part at no additional cost.
This alternative method is not meant to pressure anyone into shopping—it’s just a way to offer value by letting you get something you may have wanted anyway. That said, if you prefer, you’re always welcome to simply pay for the part.
Warranties are not transferable between Smart Dolls—they’re not quantum entangled. For example, if you purchased Legion in 2025, her warranty does not apply to a Mirai purchased in 2018. Warranties are also non-transferable between individuals—even if you’re helping out a friend or a family member.
Lost or stolen parts are not covered under warranty.
In the unlikely event your order goes missing during shipping, we’ll open an investigation with the courier. If they’re unable to locate the package, we will refund you for the item(s) and shipping you paid. However, please note that we are unable to refund any import duties or taxes you may have been charged.
Also, since we don’t have a DeLorean to travel back in time, your refund will be processed based on the current exchange rate, which means you may receive slightly more or less than what you originally paid.

Customer Experiences

Breakages can happen for all sorts of reasons—even in the hands of well-meaning parents. In one case, a parent accidentally dropped their child’s Smart Doll down the stairs, resulting in a broken neck. In another, both legs were damaged when the doll was caught in a car door. In both situations, we provided free frame replacements along with instructions to help them make the repairs at home.

The images above show a more common breakage scenario—when someone is experimenting with the arm’s range of motion. If resistance is felt and the joint is forced, it can lead to damage. Even when the break is due to user error, we still offer a free replacement part. That means there’s no need to rely on the old “it arrived broken!” routine—we’ve got you covered either way.

Contact Us

Check the Help & Support page for details on contacting us.

Before You Buy