Returns & Refund Policy

At Reborn Dolls & Co (reborndollshop.co.uk), we maintain transparent and fair terms for our buyers. Because we hold 100% of our physical inventory directly inside our West Yorkshire facility, all order updates and verification requests are processed swiftly by our local team.

🛍️ Retail Returns (14-Day Window)

• Eligibility Rules: Direct retail customers may return products within 14 days of parcel delivery. To safely qualify for a refund, items must remain completely unused, unopened, and stored securely inside their original authentic European manufacturer packaging, with all security tags and factory seals fully intact.

• Fulfillment Logistics: Proof of purchase must be provided along with your name, address, contact details, and a brief description of the return reason. All returns must be shipped back using a verified, tracked domestic courier service. Return shipping expenses remain the responsibility of the customer unless the item was sent in error or holds a verified defect.

• Outbound Delivery Fees: Standard outbound shipping charges are non-refundable.

⚠️ Mandatory 48-Hour Flaw & Damage Reporting

• If a product arrives with a structural defect or sustains damage during transit, you must notify our Bradford support office within 48 hours of delivery.

• Please call us on 01274 400100 or email [email protected] with your unique order reference number, a clear description of the fault, and digital photographs showing the exact issue alongside the external packaging box.

💼 Wholesale & Trade Account Purchases (Final Sale)

• Strict Final Sale: All commercial wholesale purchases made through approved business accounts are strict final sale. As a dedicated domestic trade distributor, we supply authentic stock directly to independent shops and boutiques; retail partners retain full accountability for managing all sales, exchanges, or returns with their own end-user consumers.

• Order Modifications: Once a wholesale booking is verified and cleared by our facility team, it cannot be modified, cancelled, or refunded. Please inspect your item codes, volume numbers, and destination addresses carefully before completing checkouts.

• Bulk Transit Issues: If a wholesale shipment experiences shortages or damages during transit, reports must be submitted within 48 hours of delivery with photographic evidence. Items must remain entirely untouched and kept in their original branded boxes to be valid for an internal review or store credit consideration.