Return & Refund Policy

We want every new “arrival” to be a delight. If something isn’t quite right, this policy explains what to do next.

1. Craftsmanship Warranty

Every doll leaves our studio brand-new, thoroughly inspected, and free from defects in materials or workmanship. If your doll arrives damaged or develops a manufacturing fault within 15 business days of delivery, we will repair, replace, or refund it at no cost to you.

2. Return Windows

Reason for return Period to notify us Who pays return shipping?
Manufacturing fault / transit damage Within 15 business days of delivery (deadline rolls to the next business day if the 15th day is a weekend or public holiday) Reborn Doll Australia (pre-paid label issued)
 Any other reason Within 15 calendar days of delivery Customer (tracked service recommended)

 

3. Return Eligibility

To qualify for a refund or exchange the doll must:

  • Be in the same condition you received it 
  • Include all original items (outfit, magnetic pacifier, birth certificate/COA, care sheet);

Custom or personalised dolls and clearance-sale items are non-returnable unless they arrive damaged or faulty.

4. How to Start a Return

  1. Contact Email support@reborndoll.com.au
  2. Include your order number, a brief description of the problem, and clear photos of the doll/packaging.
  3. We’ll reply within one business day with either a pre-paid label (faulty/damaged) or the return address. (Parcels sent back without prior authorisation will be refused.)

5. Refunds & Processing Times

  • We process refunds within 7 business days of receiving and inspecting the return.
  • Funds are credited to the original payment method; banks may take a few extra days to post the credit.
  • Original outbound shipping fees are non-refundable for change-of-mind returns.

6. Australian Consumer Law

Our dolls come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

7. Need Help?

We’re here for you. Email support@reborndoll.com.au and our support team will respond within one business day.