Refund policy
Returns & Refund Policy – Ivy Reborns (UK)
At Ivy Reborns, each doll is created with care and attention to detail. We want you to be completely happy with your purchase, and we are committed to providing a transparent and fair returns policy in line with UK consumer law.
🔁 Returning Your Reborn Doll
You have the right to cancel and return your reborn dolls within 14 calendar days of receiving your item.
To qualify for a refund the item must be returned in original, unused condition with all packaging and accessories.
Return postage is the responsibility of the buyer (all dolls must be returned via a tracked service and we strongly recommend insuring to the full value of your order). We cannot issue a refund for items lost or damaged in transit back to us.
A refund will be processed once the item has been received and inspected.
All dolls are made to order and all returns are subject to a £25 returns fee per doll.
🧾 Refunds
Refunds will only be issued if:
You contact us within the return window (within 14 days of receiving your order)
The item is unused, in original condition including packaging
The return is accepted and/or the item is faulty
Once approved, refunds are processed to your original payment method. It may take 5–10 business days to appear depending on your bank.
Shipping fees are non-refundable, unless the return is due to our error (e.g. wrong or faulty item).
🚫 Order Cancellations
Orders can be cancelled within 24 hours of purchase. After this, production begins and cancellation is no longer possible.
Cancellations within 24 hours are subject to a £15 admin fee per doll, to cover materials and processing.
🔧 Faulty or Damaged Items
Please inspect your doll upon delivery and report any faults or damage within 48 hours, including clear photos. This helps us resolve any issues quickly.
We will offer a suitable resolution — repair, replacement, or refund — depending on the issue.
👶🏻 Silicone Doll Care & Returns
Silicone dolls are not suitable for children and are intended as display pieces for collectors. Due to the delicate nature of silicone, the finish can be affected by handling, dressing, and general use. To maintain your doll’s appearance, we recommend minimal outfit changes and very gentle, occasional handling only.
Damage such as tears, marks, or paint wear resulting from handling or use after delivery is not considered a fault and is not eligible for return or refund. By purchasing a silicone doll, you acknowledge and accept the care requirements and delicate nature of the product.
🔁 Right to Reject (Faulty Goods)
You have 30 days to reject a faulty item for a full refund if the issue was present at delivery.
Items used, altered, or returned in unsellable condition are not eligible.
📦 Lost Orders
If tracking shows your order as delivered but you have not received it, please contact us as soon as possible. We will begin an investigation and, if the parcel cannot be located, we will open a claim with the courier (this process can take up to 30 days).
Due to the high value of our items, the following will be required where a parcel is confirmed as delivered to your address but has gone missing from your property:
A signed Lost/Stolen Parcel Declaration, confirming that the item has not been received and is believed to have been stolen.
A police report and crime reference number, as this is classed as theft from your premises.
These documents are required to support the courier investigation and prevent fraudulent claims. Refunds or replacements will be processed only once the claim and the required documentation have been completed and resolved.
🧸 Repairs & Care
Reborn dolls are collectible art pieces, not toys.
They are not recommended for children under 14.
Repairs may be offered at our discretion within 6 months of receiving your order, depending on the nature of the damage and product condition (fees will apply). After this, we’ll assist where possible.
⚖️ Chargebacks & Fraudulent Claims
Filing a chargeback or Section 75 claim without contacting us first is a misuse of the process and may result in legal action.
This includes:
False claims of non-delivery
Denying authorised payments
Bypassing our refund process
We reserve the right to recover losses and legal costs via Small Claims Court.
📩 Contact Us
If you have questions about your order, email us at ivyreborns@hotmail.com.
By placing an order, you confirm you have read and accepted these terms.