Refund policy
Reborn-Dolls AU: Return and Refund Policy
Here at reborn-dolls.com.au we strive to provide best reborn dolls products and to ensure 100% customer satisfaction in Australia and around the world. If you have any questions or enquiries about the products we stock, please don’t hesitate to contact us.
We do not take responsibility for incorrect shipping address, rejection of package, you didn’t receive your item from not being home or to arrange collection in time, we are unable to cancel or refund any item/items that have already been shipped and is en route to your location.
🔁 30 days money back guarantee
We offer a 30-day money back guarantee on all orders. Customers may contact our support team within 30 days of receiving the items to initiate the refund process. Reborn-Dolls AU is committed to upholding the legal rights of every customer as much as possible and properly handles all requests for returns and exchanges. The item must be returned in original, unused condition with all packaging and accessories. A refund will be processed once the item has been received and inspected.
In case you need to return or exchange items after the 30-day period, please contact our customer service, and we will work with you to find a feasible solution based on your current situation.
📦 How do I return an item?
Important Notice– Please contact us to let us know the fault and if you need to receive further return instructions before sending your product.
To initiate a return, customers must provide proof of the defect by emailing support@reborn-dolls.com.au with a description and supporting photos.
This will help us to quickly resolve the issue, should we need to contact you.
Customers must return products in their original condition, unused, and with all accessories, instruction manuals, and documents (including the invoice). Items should be returned in original packaging where applicable.
- Please submit your return request to support@reborn-dolls.com.au, ensuring to provide a reason of your order for the return.
- Our support team will follow up with you on your return request.
- Prepare your items in the original packaging and return them to the return address we provided.
- Provide us with the tracking number after the package is returned by prepaid shipping.
🧾 Returns Contact Information
Reborn-Dolls AU
Adress：85 Whitehorse Rd Kallangur QLD 4503 Australia
Ph: +61 405 604 148
Email: support@reborn-dolls.com.au
💸 How to get a refund or exchange?
Refund:
All refunds will be issued using the original payment method that was used at checkout. The timeframe for receiving the refund will vary depending on the payment method you used for the order. Please find below payment methods and approximate processing times for your reference. Your patience is appreciated.
PayPal account refunds: 3-5 business days
Credit card refunds: 5-10 business days
Refunds will only be issued if:
You contact us within the return window.
The item is unused, in original condition and include all accessories, giveaways, and packaging.
The return is accepted or the item is faulty
Once approved, refunds are processed to your original payment method. It may take a few business days to appear depending on your bank.
Exchange:
An exchange will be processed within 5 business days of receiving and processing your return. The logistics time typically takes 7-10 business days, depending on your delivery location. The exchange will be shipped to your original address, and a tracking number will be provided to you once it is available.
🔁 Ready-to-Ship (non-made-to-order) Dolls
You have the right to cancel and return non-made-to-order, ready-to-ship dolls within 30 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 (tracked shipping recommended).
A refund will be processed once the item has been received and inspected.
❌ Non-Returnable Items
Made-to-order or personalised dolls, unless faulty or not as described
Used, altered, or damaged items
Digital downloads
🧵 Made-to-Order & Personalised Dolls
Most of our silicone dolls are made to order. Once your order is placed, materials are ordered and the doll is hand-assembled, weighted, and dressed specifically for you.
We do not accept returns for change of mind on these items.
However, we may offer returns for vinyl/cloth body dolls at our discretion, if the item is in original, unused condition. If accepted, a AU$29 fee per doll and original shipping costs will be deducted from your refund.
If the item you ordered does not fit as expected and it cannot be returned or exchanged,
- 30% discount of the same item in a different size or
- 20%-30% discount on a different replacement item
🍼 Silicone Reborn Dolls
Our silicone reborn dolls are all made to order. These are not held in stock, and each one is prepared after purchase.
As such, silicone reborn dolls are made to order and are non-returnable, unless they arrive faulty or not as described.
Please note: Silicone paint may fade or wear with handling or sun exposure; this is not considered a fault. Paint touch-ups are not offered under return terms.
🚫 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 AU$29 admin fee per doll, to cover materials and processing.
🍼 Non-Defective Items
If we accept a goodwill return for non-defective Items (For vinyl/cloth body dolls), a AU$29 handling/restocking fee will apply and be deducted from your refund to cover admin, packaging, and materials.
Original shipping costs will also be non-refundable.
⚠️Faulty or Defective Items
In compliance with the Australian Competition and Consumer Commission’s standards on refunds, we are more than happy to offer you a replacement or repair kit at our discretion for your item if it is in any way faulty or defective from the manufacturing process. If we cannot replace the product, we will offer you the option of choosing another product of the same value or provide you with a refund for the total value of the faulty product (this does not cover any damages from incorrect fitting and misuse eg – holes, rips and tears).
To fully comply with Government Regulations, if you wish to return your order, this must be done within 30 days of receiving the item. The item should be undamaged and unused; this includes the doll, the clothing and any accessories that are provided with the order. Please be aware that we can only refund you on a return for the cost of the doll. Postage and Packaging costs cannot be refunded.
Please report faults within 48 hours of delivery, with clear photos.
We’ll offer a suitable resolution — repair, replacement, or refund — depending on the issue.
🔁 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.
📦 Loss or Damaged Orders in Transit
We check all goods for quality and condition before they are dispatched. In the unlikely event that any part of your order is received missing or in a damaged condition, contact us immediately upon receipt of your order and at least within 5 days by emailing us at support@reborn-dolls.com.au.
Claims received after 5 days of receipt cannot be accepted. You must retain all damaged items and packing should the carrier need to carry out an inspection. If the goods and packaging are not available for inspection, the claim will be rejected, and you will be liable for the cost of the damaged goods.
📦 Delivery
- Please ensure your address is correct
- We do ship to PO Box, PO Office & Parcel Locker as well
- Delivery time approx. 2-3 weeks in Australia
Reborn Dolls are not meant as play items, and unfortunately, we cannot be responsible for damages. All items are handmade, and it is the owner’s responsibility that they are handled in the correct fashion. Repairs can be arranged depending on the damage; however, postage fees would be applied.
Reborn-Dolls AU will never send junk emails to you. You will only ever be sent emails containing order information. We will only send you additional emails if you have opted to receive and these emails will be promoting services and products offered by Reborn-Dolls AU. Occasionally, Reborn-Dolls AU may send surveys to its customers requesting feedback on our products and services.
The information about you which we do hold is as follows:
Your name, address, telephone number and details about your doll(s). Any information we hold on you, we will try to always keep current and precise. Should you find any inaccuracies in our database, please do let us know, and we can amend it immediately.
📩 Contact Us
Still need help? please don't hesitate to contact us via email at support@reborn-dolls.com.au. We will respond within 24 hours.
By placing an order, you confirm you have read and accepted these terms.