Refund policy

Refunds, Returns & Cancellations Policy (UK)

All reborn dolls sold on our website are handmade, custom-made works of art, created to the customer’s individual specifications. By placing an order with us, you acknowledge and agree to the terms set out below.

 

Custom-Made & Personalised Goods

All dolls are made to order and personalised based on the options selected by the customer, which may include (but are not limited to) sculpt choice, skin tone, hair colour, eye colour, gender, and finishing details.

In accordance with the Consumer Contracts Regulations 2013, custom-made and personalised goods are exempt from the 14-day cooling-off period. Orders for custom dolls cannot be refunded once production-related costs have been incurred or the reborn kit has been ordered, except where required by law.

 

Cancellations

Customers may cancel their order at any time, including during instalment payments or after production has started.

No refunds will be issued once the reborn kit has been ordered or production has begun.

Refunds are only offered if the doll is faulty or not as described, in line with UK consumer law.

 

Change of Mind & Subjective Dissatisfaction

We do not accept returns or offer refunds for:

Change of mind

Personal preference

Differences in artistic style

Emotional response or lack of bonding

Reborn dolls are individually hand-painted and finished works of art. Minor variations in colour, shading, and appearance are inherent to the handmade process and do not constitute a fault.

 

Faulty, Damaged, or Incorrect Items

If your doll arrives faulty, damaged, or significantly not as described or not in accordance with the agreed specifications, you must notify us within 48 hours of delivery and provide clear photographic evidence.

Where a fault is confirmed, we will offer an appropriate remedy in line with the Consumer Rights Act 2015, which may include:

Repair

Replacement

Partial or full refund

 

Shipping Damage or Loss

All dolls are carefully packaged and shipped insured. Any damage or loss in transit must be reported within 48 hours of delivery so that a claim can be submitted to the courier. Failure to report within this timeframe may affect the outcome of a claim.

 

Hygiene & Safety

For hygiene and safety reasons, reborn dolls cannot be returned once opened or handled, except where a verified fault or error is present.

 

Statutory Rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law.