Returning a doll?

Resinsoul's dark tan is very dark. Did you not look at their resin colors chart?
Also resinsoul is well known for having posing issues until you restring, suede, and wire them. That is very typical of the company and should have been noted while you were doing research.
The different color on her hooves thing is an actual mistake by the company, and they should offer to send you replacement hooves. But the rest is, I'm sorry to say, likely a failure of your researching the product. I'm really sorry you've had a disappointing experience but I dont think you're going to be at all likely to get refunded as posing issues and a dark dark tan resin is company typical.
Dont despair though, you can make this doll into something you love still, or can sell. It should just take a simple restring and sueding to get the doll posing much better. And resinsouls are quite popular dolls, you'll likely have to take a loss but she should sell easy enough on the secondhand market

 

I personally haven’t tried to return, but the stories I’ve heard over the years make it sound unlikely. Resinsoul has great customer service so they might, especially since the hooves resin color would be their fault, but most companies won’t if it’s not breakage from shipping/obviously their fault. It would be more likely for them to give you an extra correct set of hooves. The resin color could go either way. Dye lots vary, owner photos often have different colors from lighting, and screens can throw off the color.
Note that Resinsoul dolls generally don’t have good engineering and are often hard to pose. I’ve got a couple of their smaller girls on their more recent bodies and it’s still a challenge. A restring or wiring could help, but you likely won’t get much better posing otherwise. Even a return won’t fix that unless you’ve got warping or something else going on. If it does somehow improve, it’s probably from the stringing. Resinsoul is famously cheap, but your time will make up the price difference if you’re set on posing. It’s a pretty common issue for them. Newer bodies are better but still have issues.

 

My bad. From the way you phrased things it didnt sound like you had experience with or researched the company.
I still think a return and refund is supremely unlikely though, especially for a custom doll. Your best bet may be to take a loss and sell at a lower price with her flaws clear- to someone wanting to take on a mod project.

 

BJDs in general are not an item that you can return for a refund, especially not a custom one. Partial refunds or replacements are a thing when the company has made a mistake or something was damaged in shipping, so it's possible that if they literally made your doll in the wrong colors then they would ask you to send her back and they'd remake her correctly. Hopefully Resinsoul will offer you a replacement since it sounds like they got all the colors wrong. I'm sorry that it happened, that's a bummer.

As for the posing, that's just luck of the draw. You can't get a refund or anything just because a doll poses badly, since it's not really a "mistake" on their part, just... the doll's design If there are other dolls with that body that pose better, it stands to reason there is a way to string, suede, or wire her that will make her pose better. Is it just her color that was custom, or is she a custom hybrid that Resinsoul put together for you? If that's the case, it could be the pieces literally weren't made to fit together and that's why she can't pose. I would hope Resinsoul would warn you about that, but it's still not really something that would warrant a refund...

And as for potentially selling her, I don't think the fact that she's custom will make her hard to sell. You never know, there could be someone who loves the color combo you got, or there are people who might want her as a mod or dye project. Assuming she's in like-new condition, you could try putting her up for what she was worth new and see how it goes. For a quicker sale you could say OBO (or best offer), which could entice people looking for a deal. Obviously you should wait and see if Resinsoul will make your doll in the correct colors first, but even if they won't, I don't think your doll will be a total loss.

 

Well, crummy situation that it is, I will chime in that at least
Resinsoul dolls have always been some of the absolute easiest for me to sell second hand when I do. I feel like there is always a market for them if you price just below original retail. Since you have marketplace access you could either list in the DoA marketplace and/ or in Facebook groups and on I instagram.
Sorry to hear this unpleasant experience happened to you but taking the loss is an unfortunate part of the hobby sometimes, which is definitely a big part of how people can feel burned out on it. I hope you can get a good resolution one way or the other.

 

resinsoul changed their dark tan a couple of years back I believe, so it's not quite as "chocolate milk" toned as it once was. it has always been very brown though, with a sort of grey undercast. I would never have described it as "tan". Did you perhaps mean to order their light tan coffee?

Photos might help us to visualise whether the dark tan is typical or not.

they are usually really good when they mess something up (like the hooves) and should cast replacements there. My first resinsoul was supposed to be blue with transparent blue limbs but there was a miscommunication and they cast the limbs in clear. I told them expecting to be told "sorry, your fault" but they actually cast new limbs for me which was super nice.

I would suggest maybe undoing her strings and seeing if the sockets work as intended. Resinsoul tend to use quite thin elastic which does NOT help their ability to pose. Thicker elastic often helps a lot but i've also noticed they often have "slippy hips" meaning they either kick out randomly or one hip won't stay in place which makes it difficult to get them to stand the hell up. It could be that her hips aren't bevelled out enough, or that they're too slippy. The best way to check that would be without the tension of the strings interfering.

 

Does the resin color you got match the dark tan they show on the site swatches? If it’s different you should contact them about that specifically. Use the photos as a comparison, not your friends dolls ^^