The short version. 30 days to change your mind, on top of your statutory 14-day right to cancel. No restocking fee. She must come back unused, complete and in her original packaging. You pay the return postage unless she arrived faulty or wrong.
Your legal right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days of receiving it. You then have a further 14 days to send the goods back. Tell us you are cancelling by email at info@myrebornbabies.co.uk, by phone on +44 7551 570516, or in writing to the address at the foot of this page. You do not have to give a reason.
Where you cancel under these regulations we refund the price you paid plus the standard delivery charge you paid on the way out. You cover the cost of sending the goods back.
Our own 30-day window
On top of the statutory right, we give you 30 days from delivery to change your mind about any baby, outfit or accessory. There is no restocking fee — a change of mind costs you the return postage and nothing else. Within this longer window we refund the price of the goods; the original delivery charge is refunded only where you cancelled inside the statutory 14 days.
What we can accept back
She needs to come back to us:
- unused, undressed only as far as you needed to look at her, and not played with;
- with her original outfit, dummy, certificate, tags and any accessories she arrived with;
- in her original box and packaging, or packaging that protects her just as well;
- free of pet hair, smoke, perfume, make-up and marks that were not there when she left us.
You are allowed to handle her as you would in a shop. If she comes back with reduced value because she has been handled more than that — hair brushed out, paint rubbed, magnets lost, outfit stained — we may reduce your refund to reflect the loss, and we will always explain the deduction in writing before we make it.
What we cannot accept back
- dummies, bottles and other items sealed for hygiene reasons where the seal has been broken;
- babies made or finished to your specification — a custom hair colour, a bespoke outfit, a personalised certificate — unless they are faulty;
- gift cards;
- anything returned after the 30-day window has closed.
None of this affects your rights if an item turns out to be faulty or not as described. See our quality guarantee.
How to send something back
- Email info@myrebornbabies.co.uk with your order number and which items are coming back. A photograph helps if there is anything wrong.
- We reply within one working day with a returns reference. Please do not post anything before you have one — without it we cannot match your parcel to your order.
- Pack her the way she arrived, in the original box where you can, with the returns reference written clearly inside and on the outside of the parcel.
- Send her to the returns address we give you, using a tracked service. Keep your proof of postage.
Return postage
You pay the return postage on a change-of-mind return. We recommend a tracked service and enough cover for the value of the doll, because until she reaches us she is your responsibility and we cannot refund a parcel that goes missing on the way back.
We pay the return postage where the item is faulty, damaged in transit, not as described, or simply not what you ordered. In those cases email us first and we will arrange collection or refund your postage on production of a receipt.
Refunds
Once your parcel arrives we check it over and refund you within 14 days, usually much sooner. Refunds go back by the same route the payment came in: a Revolut refund to the account that paid, or a bank transfer to the account the money came from. We do not refund to a different account from the one that paid.
If you cancelled under the statutory 14-day right but have not yet sent the goods back, we may hold the refund until they arrive or until you show us proof of postage, whichever is sooner.
Faulty or damaged babies
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is wrong within 30 days of delivery you can have a full refund. Between 30 days and six months we will repair or replace her first, and refund if that is not possible. Damage in transit should be reported within 48 hours of delivery with photographs — see delivery and shipping.
Small variations are not faults. Every baby is finished by hand, so hair density, blush placement and the exact shade of a skin tone vary a little from the photographs, and outfits occasionally differ with stock. We say so on every product page.
Exchanges
We do not run a formal exchange scheme, because most of our babies are one-offs. Send the first one back for a refund and place a new order for the one you would rather have — or tell us what you are after and we will hold her while your return is in the post.
Returns address
Returns are accepted at 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom, but only with a returns reference. Please email info@myrebornbabies.co.uk first. Parcels sent without a reference may be delayed or refused.
Delivery charges are refunded at our standard rate of £4.95 where they are refundable; if you paid nothing for delivery because your order was over £75.00, there is nothing to refund.