Rotten Doll — Terms of Service
Last updated: October 15, 2026
Welcome to Rotten Doll. These Terms of Service govern your use of our website and purchases made through our online store. By using our website or placing an order, you agree to these terms, subject to all rights and protections provided by applicable law. Rotten Doll is an independent creative business based in Hamilton, Ontario, Canada.
1. Our Products
Rotten Doll creates handmade and customized accessories, including decoden phone cases, decorated hairbrushes, and other creative pieces. Because our products are handmade, minor variations in colour, texture, decorative placement, and finish may occur. These variations are a natural part of the handmade process and do not automatically constitute a defect. We make reasonable efforts to display our products accurately. However, colours may appear differently depending on your screen, device, lighting, and display settings. Product photographs may be examples of previous creations. Unless expressly stated otherwise, a finished custom piece may differ slightly from a reference image.
2. Custom Orders and Design Approval
Custom creations are made according to the information, preferences, and specifications provided by the customer. Customers are responsible for providing accurate details, including device model, colour preferences, design requests, and other customization instructions. Where a design preview or mock-up is provided, customers should review it carefully before approving the design. Once production has begun, requested changes may not be possible or may involve additional charges. Any additional charges will be communicated before they are applied. We reserve the right to decline a custom request that we cannot reasonably fulfil or that raises legitimate legal, safety, or intellectual property concerns. If a paid order is declined, we will provide any refund required by applicable law.
3. Orders and Acceptance
Submitting an order constitutes an offer to purchase the selected products. An automated order confirmation acknowledges receipt of your order but does not necessarily mean that a custom design has been finalized or that production has begun. We may contact you to clarify order details before proceeding. Customers are responsible for checking their order information and providing accurate contact and delivery details. If we cannot fulfil an order, we will notify the customer and arrange any refund required by law.
4. Pricing and Payment
All product prices, applicable taxes, and shipping or delivery charges will be presented as required by law. Payments are accepted through the methods made available at checkout, which may include Squarespace-supported payment methods and PayPal. Orders must be paid for according to the payment terms displayed at checkout. Payment confirmation is required before an order proceeds, unless otherwise agreed.
5. Production and Processing Times
Rotten Doll’s standard production and processing timeframe is 5–10 business days. This timeframe refers to the time required to create and prepare an order for dispatch. It does not include shipping or transit time. For custom orders, production timing may depend on the complexity of the design, confirmation of customization details, material availability, and current order volume. If an order requires a different timeframe, we will communicate this to the customer. Production estimates are not guaranteed delivery dates. If a significant delay occurs, we will communicate with the customer and provide any options required by applicable law.
6. Cancellations and Order Changes
If you wish to cancel or change an order, contact us as soon as possible at
Cancellation requests made before production begins will be considered. Please include your order number and clearly state your request.Once production has begun, cancellation or modification may be more difficult because materials may have been prepared and work may already have been completed. Requests received at this stage will be assessed individually. Where a cancellation is accepted, we will communicate any applicable refund or other arrangements. Any charges, deductions, or restrictions must be lawful and consistent with the circumstances of the order. Nothing in this section limits a customer’s statutory cancellation rights or other remedies under applicable consumer protection law.
7. Returns, Refunds, and Exchanges
Rotten Doll assesses refund, return, and exchange requests individually, taking into account the circumstances of the order, the condition of the product, the nature of any concern, and applicable law. Customers who have concerns about their order should contact info@rottendolls.com and include their order number, a description of the issue, and photographs where helpful. For custom-made products, a change of mind or a preference change after approval may not automatically qualify for a refund. However, this does not exclude any rights or remedies available where a product is defective, misrepresented, damaged, or otherwise fails to meet applicable legal requirements. We will review concerns fairly and communicate the available resolution, which may include a refund, repair, replacement, or another appropriate remedy depending on the circumstances. Our separate Returns and Refunds Policy provides additional information and forms part of these terms.
8. Shipping and Delivery
Shipping and delivery are governed by our separate Shipping Policy. Customers are responsible for providing a complete and accurate delivery address and reviewing the selected shipping method and charges at checkout. Transit times are estimates unless expressly stated otherwise. Carrier delays, customs processing, weather, and other circumstances may affect delivery. If a parcel is delayed, lost, or arrives damaged, contact us promptly so we can investigate and determine the appropriate next steps under our policies and applicable law.
9. Product Care and Use
Customers are responsible for following any product care instructions supplied with their purchases. Decorated accessories may contain small charms, embellishments, and decorative materials that can loosen or become damaged through impact, moisture, heat, improper handling, or ordinary wear. Unless expressly stated otherwise, our products should not be assumed to be waterproof, impact-proof, heat-resistant, or suitable for rough handling. Customers should inspect their products periodically and discontinue use if any component becomes loose or damaged.
10. Intellectual Property
Unless otherwise stated, the Rotten Doll name, branding, original product photographs, website content, and original designs created by us are owned by Rotten Doll or used with permission. Our original content and designs may not be reproduced, distributed, or commercially exploited without permission, except where permitted by law. Customers who submit reference images or other materials for custom orders confirm that they have the necessary rights or permissions for the requested use.
11. Website Use
Customers agree not to misuse our website, interfere with its operation, attempt unauthorized access, submit fraudulent orders, or use the website for unlawful purposes. We may restrict access where reasonably necessary to protect our business, customers, or systems, subject to applicable law. We make reasonable efforts to maintain accurate website information, but occasional errors,omissions, or technical interruptions may occur. Nothing in these terms permits us to disregard our legal obligations.
12. Limitation of Liability
To the extent permitted by applicable law, Rotten Doll is not responsible for indirect or consequential losses that may legally be excluded or limited.Nothing in these terms excludes or limits liability, statutory rights, consumer guarantees, or remedies that cannot legally be excluded or limited.
13. Privacy
Our collection, use, and handling of personal information are explained in our Privacy Policy, available on our website. We use relevant customer information to process orders, arrange payments and deliveries, communicate with customers, and operate our business in accordance with that policy and applicable law.
14. Governing Law
These terms are governed by the laws applicable in Ontario, Canada, except where mandatory laws or consumer protections in another jurisdiction apply. Nothing in this section prevents a customer from exercising rights or remedies available under applicable law.
15. Changes to These Terms
We may update these Terms of Service to reflect changes to our business, website, or practices. Updated terms will be posted on our website with a revised date. The terms applicable to a particular transaction will be determined in accordance with applicable law and the agreement governing that transaction.
16. Contact Us
For questions about these terms, orders, or custom creations, contact:
Rotten Dolls
Hamilton, Ontario, Canada
Email: info@rottendolls.com