The short version. 12 months against faults in materials and workmanship, from the day she is delivered. Repair, replacement or refund, at no cost to you. This sits on top of your rights under the Consumer Rights Act 2015 and does not replace them.
What we are promising
A reborn baby is a hand-finished object rather than a mass-produced one, so this is a guarantee about craft rather than a machine warranty. For 12 months from delivery we guarantee that your baby is free from faults in materials and workmanship, and specifically that:
- the paint layers are sealed and will not lift, flake or transfer in normal handling;
- rooted hair is properly set and will not shed in handfuls;
- limbs, joints and neck are securely attached and will not pull free;
- the weighting stays where it was put and the body seams stay closed;
- eyes and lashes stay set and do not fall in;
- any heartbeat, breathing or sound unit works as described for 12 months, batteries excepted.
What is not covered
We cannot cover things that are wear, accident or the natural character of a hand-made object:
- Handling wear. Rubbed blush on fingertips and noses, softening of the hair and general loosening from years of cuddles.
- Accidental damage. Drops, tears, pen and paint marks, pets, or a limb pulled off.
- Sun and heat. Fading, yellowing or warping from a sunny windowsill, a radiator, a car or a loft. Store her out of direct sunlight — see our care guide.
- Dye transfer. Colour picked up from dark clothing, new fabric, newsprint or untreated wood. Wash bright outfits before you dress her.
- Water damage to a cloth-bodied or vinyl doll that has been submerged. Only full body silicone babies can be bathed.
- Home repairs and restyling. Rerooting, repainting, heat-styling the hair or opening the body ends the guarantee on the parts affected.
- Batteries, and damage caused by leaking batteries left in over a long period.
- Normal variation. Hair density, blush placement, vein tone and the exact shade of a skin tone differ slightly from the photographs, because each baby is painted individually. That is the point of a reborn, not a fault.
Clothing and accessories
Outfits, shoes, dummies, bedding and nursery pieces are guaranteed for six months against faulty stitching, fastenings and materials. Fading, bobbling, stretched elastic and lost dummy magnets after normal use are wear rather than faults.
How to claim
- Email info@myrebornbabies.co.uk with your order number, a description of what has gone wrong, and clear photographs in daylight.
- We reply within one working day. Most things can be settled from photographs; occasionally we will ask you to send the baby back, and we pay the postage both ways when we do.
- We will repair her, replace her with the same or an equivalent baby, or refund you — whichever is practical. Because most babies are one-offs, a replacement is not always possible, in which case you get a refund.
A repair or replacement does not restart the 12 months; the guarantee runs from the original delivery date.
Who is covered
The guarantee covers the person who bought the baby from us and is not transferable if she is sold on. It does apply where she was bought as a gift — just have the buyer's order number to hand.
Your legal rights
This guarantee is offered in addition to, and does not affect, your statutory rights. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject within 30 days of delivery, and a right to repair or replacement after that. Nothing here limits those rights, and nothing here limits our liability for death or personal injury caused by our negligence, or for fraud.
A word on age suitability
Everything we sell is a collectible reborn doll, suitable for ages 3 and over with adult supervision. Small accessories such as dummies, bottles, shoes and hair bows are not suitable for children under 3. A reborn doll is not a toy for a baby or a toddler, and damage caused by giving one to a child under 3 is not covered.
Talk to us first
Before you assume something is beyond help, send us a photograph. A loosened limb or a dummy magnet that has wandered is usually a five-minute fix, and we would far rather tell you how to do it than have you live with it. Ring +44 7551 570516, monday to friday, 9am – 5:30pm (uk time). closed weekends and bank holidays.