Refund policy

  • At Dolly, operated by DOLLY LIMITED, we want you to be completely satisfied with your purchase. Because our reborn silicone baby dolls are carefully crafted, we maintain a clear and transparent return policy to ensure a fair and secure shopping experience.

    This policy applies to all purchases made on our website: https://myrthavex.site/.

    1. Return Window

    We offer a 30-day return policy. You have thirty (30) days from the date you receive your item to request a return. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

    2. Return Eligibility & Product Condition

    To be eligible for a return, your reborn silicone baby doll must be in the exact same condition that you received it:

    • It must be unused, unworn, and unwashed.

    • It must be free from any damage, alterations, or scents (such as smoke or perfume).

    • It must be in its original packaging, including all accessories, certificates of authenticity, clothing, and blankets that arrived with the doll.

    • You must provide the receipt or proof of purchase.

    3. How to Initiate a Return

    To start a return, you must contact our customer service team first:

    1. Email us at support@myrthavex.site with your order number and the reason for the return.

    2. If your return is accepted, we will email you a Return Authorization alongside detailed instructions on how and where to send your package.

    3. Please Note: Items sent back to us without first requesting a return will not be accepted.

    Return Shipping Address:

    58 Alleyn Road,

    London, England,

    SE21 8AH,

    United Kingdom

    4. Return Shipping Fees & Restocking Fees

    Google Merchant Center requires clear disclosure of who covers return shipping costs. We break this down by the reason for the return:

    Damaged, Defective, or Incorrect Items (Fault of the Business)

    If your order arrives damaged during transit, has a manufacturing defect, or if you received the wrong item, please contact us immediately at support@myrthavex.site with photographic proof.

    • Return Shipping Cost: We will pay for or reimburse the return shipping costs.

    • Solution: We will provide a pre-paid shipping label or replace the item at no extra cost to you.

    Customer Remorse (Change of Mind)

    If you decide you no longer want the reborn baby doll, purchased the wrong item by mistake, or simply changed your mind:

    • Return Shipping Cost: The customer is responsible for paying the actual cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

    • Restocking Fee: We charge £0.00 / No restocking fee for returns.

    5. Cancellations

    If you wish to cancel your order, please email us at support@myrthavex.site within [e.g., 6 hours] of placement. If your order has already been processed or shipped from our facility, it cannot be canceled, and you must follow the standard return process outlined above after receiving the package.

    6. Refunds Processing Time

    Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    • Approval: If approved, your refund will be processed immediately.

    • Timeline: A credit will automatically be applied to your original method of payment (Credit Card, PayPal, Apple Pay, etc.) within 5 to 7 business days.

    • Late or Missing Refunds: If you haven’t received your refund after 7 business days, first check your bank account again, then contact your credit card company or bank, as it often takes some official processing time before a refund is publicly posted. If you've done all of this and still have not received your refund, please contact us.

    7. Contact Us

    For any questions regarding your order, returns, or refunds, please reach out to our dedicated support channels:

    • Store Name: Dolly

    • Company Legal Name: DOLLY LIMITED

    • Email Support: support@myrthavex.site

    • Phone Number: +44 7216754892

    • Physical Address: 58 Alleyn Road, London, England, SE21 8AH, United Kingdom