American Girl does offer either an exchange for another doll or can provide the purchaser with a merchandise credit. In order to receive a refund or store credit, the original proof of purchase receipt must be made available.
The refund or credit amount is based on the original purchase price or the current listing price of the doll or items. There is also a chance of receiving a refund based on the prorated price of the particular item in question. The refund amount received is minus the cost of shipping and processing, and in the case of using its prepaid shipping label, American Girl also deducts $6.95 from the total, which determines the final amount of reimbursement.
As an added convenience, American Girl does offer exchanges and refunds to the customer if the item is brought directly into any U.S. retail store.