General conditions of purchase

1. PRODUCTS AND PRICES

1.1 Except for typographical errors or omissions, the characteristics and prices of the items available for sale are perfectly reflected on the various web pages that make up the site of www.cocoreborn.com. 

1.2 The price of items, as well as any of their characteristics, may be revised by CocoReborn at any time without any obligation to notify the Customer of such modifications by any means other than posting said changes on its website. Furthermore, except for the correction of typographical errors, once an item has been purchased, CocoReborn undertakes to maintain the price in effect for the Customer at the time the order was placed.

1.3 TAXES:

1.3.1 The prices shown on CocoReborn's website include taxes. VAT (Value Added Tax) will only apply to customers whose current residence is located within the specific areas where this tax applies, and when the customer's situation so requires, always respecting Spanish and European laws regarding it.

1.3.2 Apart from the taxes applied to the sale, the customs systems of each country will apply the corresponding tax charges.

1.3.3 Due to their special tax regime, the geographical areas corresponding to the Canary Islands, Ceuta, and Melilla are considered non-EU territories. Therefore, purchases made by residents of these territories are exempt from VAT (customs clearance fees and import taxes are not included in the item price or shipping costs).

13.4 For purchases made in countries outside the European Union, the Customer will assume the costs of the corresponding customs duties of each destination country, except for those countries that are exempt.

2. ORDERS

2.1 The Customer will be deemed to have read, understood and freely accepted these General Terms and Conditions of Purchase when placing their order through the purchase forms on the CocoReborn website by accepting (checking) the box provided for this purpose.

2.2 Given that there are links on the web www.cocoreborn.com For the free viewing of these General Terms and Conditions of Purchase, these will also apply to products ordered through any means other than the online order form (by email, by telephone, by instant messaging or in person).

2.3 CocoReborn reserves the right to accept or reject, at its sole discretion, any request for purchase, extension, renewal, modification, or change of any of the items displayed on its web pages.

2.4 The Customer affirms that both their personal data, as well as the payment and shipping details provided to CocoReborn, are true and accurate. Should CocoReborn verify that any or all of said data are false, the purchase will be automatically cancelled and the Customer will not be able to claim any refund regarding the expenses incurred in the process.

2.5 If the Customer provides data of a third party or entity when making the purchase, the Customer will be solely responsible for ensuring that said third party or entity is aware of and expressly accepts this situation. All responsibility for any damages that may arise from this fact will fall entirely on the Customer, excluding Coco Reborn from any liability.

2.6 Any indication or query that the customer makes in the sections designated for comments in the order or in subsequent communications will be taken as merely informative and will not in any case condition the purchase made (the goods requested, the method of payment, the shipping times, the delivery and by extension, any of these Purchase Conditions).

2.7 Coco Reborn also reserves the right to hold an order pending any information it needs from the customer. In such cases, shipping times will be delayed depending on the time the customer takes to respond.

2.8 Personalized Babies

2.8.1 In the case of custom-made babies with special characteristics and specifications from the client, that is, babies made according to the client's requests and clearly personalized, they must be reserved with a deposit of €200.00, paid in the usual way that Coco Reborn allows on its website. This deposit will never be refunded to the client, even if the baby is returned.

2.8.2 Once the Coco Reborn baby is finished according to the customer's specifications, we will send you several photos so you can check that the baby matches your preferences. If so, you will need to complete the remaining payment within 48 hours. If, due to special circumstances, you are unable to make the payment within the established timeframe, please contact us by email at info@mercedesalvarez.com or via WhatsApp to 622914850 to request an extension, the maximum extension being 12 months from the date of reservation. After this time, if the baby is not paid for, it will be put back on sale. If the customer who made the reservation wants the baby again, they will have to make the purchase again.

2.8.3 If the baby doll made according to the customer's requests, upon receiving the photographs sent, is found not to meet their preferences, they may request the necessary changes before it is shipped to the customer.

2.8.4 Each baby is individually handcrafted by professionals who take the utmost care in its creation. Despite this, there may be cases where the baby has some characteristics that are not exactly the same as the order; small variations inherent in the handmade nature of the product make each piece unique and different from the others. Therefore, the customer should understand that there may be variations in the modeling, size, hair, color, or eyes. For this reason, the customer can check the photos sent to them to see if they like it or not. These photos are taken and sent without digital retouching or filters; what they see is the same baby that will be sent to them, and they can decide before shipping whether they want to keep it or if they would like any changes.

2.9 Authentication Certificate

2.9.1 Each baby includes an original certificate of authenticity with a Coco Reborn serial number; each baby has its own number according to our numbering system and is registered in our database.

2.9.2 The certificate is delivered signed, serialized, and with a metallic warranty sticker.

2.9.3 Coco Reborn respects copyright and will terminate the customer status of anyone who infringes upon these rights. Copying, reproduction, and distribution, in whole or in part, of Coco Reborn babies is prohibited and may constitute a crime.

2.10 Each baby is shipped protected in a rigid box to prevent possible damage. The contents include a personalized welcome letter, the baby dressed and wrapped in a blanket, a certificate of authenticity, a manual, and a Coco Reborn maintenance kit which includes mattifying powder, a large brush, petroleum jelly for the pacifier, a toothbrush for the hair, and two diapers. In addition, some Coco Reborn gifts are available depending on the model, such as a pacifier, a baby bodysuit, socks, a bib, a headband, or a bottle… all of these are at Coco Reborn's discretion and subject to change depending on availability; no claims from the customer will be accepted regarding these gifts.

2.11 The Client must be responsible and careful with the baby, following the instructions in the maintenance and care manual at all times to avoid damage.

3. PAYMENTS

3.1 The Client is responsible for invoice payments even when a third party acts on the Client's behalf; therefore, the responsibility for providing authentication, access, or identification data to a third party rests solely and exclusively with the Client.

3.2 Coco Reborn will issue the corresponding invoice for the purchased products and it will be sent to the Customer via email so that they can later print it on paper if they wish, for their physical records.

3.3 In the event of a chargeback on a credit card/PayPal payment where the reason for the refund is not directly attributable to Coco Reborn, the Customer will be charged an additional fee of 5% of the refunded amount, which will cover both bank commissions and collection management costs. This amount will be charged to the Customer according to the terms and methods that Coco Reborn deems appropriate.

3.4 In any case, Coco Reborn always reserves the right to decline an order or modify its form or type of payment as it deems appropriate.

3.5 PAYMENT METHODS:

The customer can select their preferred payment method, paying for their order via bank deposit or transfer, credit card, or PayPal. All payments will be made in EUROS and are free of any bank fees or other transaction-related expenses. The final amount payable is the price indicated for the product.

3.5.1 Bank transfers or deposits made from Spain, as well as PayPal.

3.5.1.1 The Customer must make the transfer or deposit of the corresponding payment into the IBAN bank account number provided when placing their order.

3.5.1.2 When making the payment, it is important that you indicate your assigned order number in the description or subject line of the bank document. You must make the deposit or transfer within 48 hours of placing your order, otherwise your reservation will expire.

3.5.1.3 For the payment verification process, you must send us the bank receipt for the payment via email to info@mercedesalvarez.com or via WhatsApp at 622914850. In any case, the order will not be considered effective until our management department has received bank confirmation of payment; only then will the order be processed.

3.5.1.4 Payment for the purchase amount must be received by Coco Reborn free of bank fees or other expenses arising from the transaction.

3.5.2 Transfers made from outside Spain.

3.5.2.1 In addition to the provisions of the previous section, please note that any bank fees related to currency exchange will be the responsibility of the customer.

3.5.2.2 When arranging an international transfer, the Customer must always instruct their bank that they will be responsible for all bank fees and expenses related to the transaction. Otherwise, Coco Reborn may have to suspend shipment of the order if the full amount is not received.

3.5.3 Payments via credit card (authorized by the entity).

3.5.3.1 This is the standard online card payment method. In this type of payment, the transaction is authorized by the customer's card issuer through a connection to Coco Reborn's bank's payment gateway (virtual POS).

3.5.3.2 The customer will access a controlled environment where they will directly provide their card details to the entity, which will then connect them to their bank/savings bank to authorize the transaction.

This way, payment will be made directly, legitimately, and securely, maintaining the privacy of card information at all times.

3.5.3.3 Credit card fraud is a crime, and Coco Reborn will take legal action against anyone who carries out or attempts to carry out a fraudulent transaction or scam.

3.5.4 Payment via PayPal.

3.5.4.1 The customer can select this payment method to pay for purchases. Doing so will connect them to the PayPal environment where they can log in as a user and complete the payment. Likewise, if the customer does not have a PayPal account, they can use the company's payment gateway to pay by credit card.

3.5.4.2 This payment method will incur a 3% commission on the total amount of all purchases.

3.5.4.3 Credit card fraud is a crime, and Coco Reborn will take legal action against anyone who carries out or attempts to carry out a fraudulent transaction or scam.

3.5.5 Payment in Installments

3.5.5.1 Customers who have purchased a baby doll can contact Coco Reborn and request payment in installments. They can choose the monthly amount and payment method, with a minimum of €100.00 per month, plus a €200.00 deposit. Coco Reborn will review the proposal and may accept or reject it at their discretion. The maximum validity period for the deposit is 24 months. After this period, the customer can exchange the deposit for another product. The deposit is non-refundable.

4. SHIPPING AND DELIVERY TIMES

4.1 The nature of each product and its characteristics selected by the Customer will determine the time period between receiving payment confirmation and the date the product is received.

4.2 On the Coco Reborn website, we provide an estimated delivery time for each item, which should always be considered as merely informative, exempting Coco Reborn from any liability arising in the event that these delivery times are not met.

4.3 Under no circumstances may any delay in receiving an order justify its cancellation or a claim for compensation by the Customer or third parties.

4.4 The estimated delivery times indicated for the products to the customer will always begin counting from the moment Coco Reborn receives actual confirmation of payment of the total amounts, so the order will not begin to be processed until that moment. If the proof of payment or acceptance is received after 13:00 hours, the processing of the order will begin the following day.

4.5 Orders placed on Fridays after 1:00 PM or on weekends or public holidays will be processed starting on the following Monday or the first business day.

4.6 Deliveries will be made with shipping costs paid by the customer making the purchase, except for purchases over €650.00 destined for the Iberian Peninsula, which will have no shipping costs. The shipping cost for mainland Spain will be €10.00, for the rest of Spain and Europe between €30.00 and €50.00, and for other non-European countries between €75.00 and €150.00.

4.7 The delivery period described will be effective if the customer cannot be located at the place and time mentioned by him, in which case the products will be considered delivered if he is not at the address on the date and place of delivery indicated.

4.8 Delivery times will also depend on the availability of each product. For orders with multiple items, a single shipment will be made, corresponding to the item with the longest delivery time. These delivery times are approximate, and CocoReborn will make every effort to meet them.

4.9 Any penalty clause for late delivery included by the Customer in their order shall be null and void upon acceptance of these General Terms and Conditions of Purchase.

4.10 Delivery is considered complete once the product is made available to the recipient by the carrier, who is obligated to sign for the delivery. Likewise, the recipient must verify the condition of the package upon receipt to ensure it is undamaged. If any anomaly is detected that may have been caused during transport and the recipient is not satisfied, they must inform the carrier immediately and notify Coco Reborn of their dissatisfaction no later than 24 hours after delivery of the items.

4.11 The customer will have 24 hours to check the integrity of all product components and verify that it includes all accessories listed in the product specifications on the Coco Reborn website. After this time, the integrity and contents of the product will be considered accepted. If you have any further questions, please do not hesitate to email us at info@mercedesalvarez.com or call us at 622914850.

4.12 Delivery to Spain (Peninsula and Balearic Islands). Delivery will be made within 24 to 72 hours.

4.13 Delivery to Spain (Canary Islands, Ceuta and Melilla) and the European Union. Delivery will be made within 2 to 7 days.

4.14 Delivery to the rest of the world

In this case, you should contact our sales department via info@cocoreborn.com to find out the delivery time.

4.15 Personalized Babies

For custom-made baby items with special characteristics and customer specifications—that is, products made according to the customer's requests and clearly personalized—delivery will be made within a maximum of 60 days. If the customer needs any clarification, they can contact us via email at info@cocoreborn.com or on WhatsApp +34 622914850.

4.16 Delivery in Installment Payment Mode. The Customer will not receive the baby until the full amount of the purchase has been paid.

5. GUARANTEES AND RESERVATIONS

5.1 CocoReborn states and warrants that it can sell its own products and those of third parties through its website www.cocoreborn.com and that it possesses sufficient resources (both in technical equipment and service provision) for the complete sales process.

5.2 CocoReborn does not provide any guarantees regarding the results that may be obtained from the use of its products, nor regarding their complete reliability or the absence of errors.

5.3 CocoReborn makes every effort to ensure that the information appearing on its web pages or documents is correct, but cannot guarantee the accuracy of the descriptions.

5.4 Risks to product integrity are transferred to the Customer from the moment of delivery.

5.5 Technical Failure Warranty

5.5.1 In the event that the purchased baby product presents any technical material defect, the Customer must contact us via email at info@mercedesalvarez.com And at CocoReborn we will respond by replacing the baby with a new one.

5.6 Satisfaction Guarantee

5.6.1 CocoReborn sends you several photos so you can check that the baby matches your preferences before we ship it. If you find that the chosen combination is not to your liking, you will need to contact us via email at info@cocoreborn.com And we will make the necessary modifications, within our means, so that the baby is entirely to your liking.

5.7 Maintenance Guarantee

5.7.1 CocoReborn offers customers a 2-year warranty and free repair insurance for CocoReborn babies, effective from the moment the baby is delivered to the customer.

5.7.2 All repairs will be carried out only and exclusively in case of deterioration, a maximum of 2 times.

5.7.3 The maintenance guarantee will only be valid for the customer who made the purchase.www.cocoreborn.com, This does not apply to potential buyers of second-hand baby items or items painted by another artist.

5.7.4 The repairs included in this warranty are as follows:

5.7.4.1 Breakage Repair.

5.7.4.2 Repainting (touch-up of nails, lips, eyebrows, mottling and veins).

5.7.4.3 Rematicar.

5.7.4.4 Union of members.

5.7.4.5 Eye glue.

5.7.4.6 Restart the fluid system.

5.7.4.7 Eyelash repair.

5.7.5 The following repairs are not covered by this warranty:

5.7.5.1 The joining of limbs does not include the reconstruction of limbs or body parts.

5.7.5.2 Hair replacement, if you wish to replace the baby's entire head of hair, would entail a cost of €100.00 at Anuk.

5.7.5.3 Partial hair repair; in this case, the client will have to contact us via email at info@cocoreborn.com to request a quote for said repair.

5.7.6 Shipping costs are not included in the Maintenance Guarantee; the Customer will be responsible for these costs.

5.8 Any warranty offered by CocoReborn will cease to be effective if CocoReborn staff conclusively verify that the Customer has tampered with the baby's features, misused or misused it, or failed to follow the maintenance and care manual.

5.9 Any warranty offered by the product manufacturer will cease to be effective if it is verified that the product has been tampered with by the Customer or that any seals have been broken.

5.10 CocoReborn guarantees that information transactions carried out through the forms on its order pages are completely secure within the current technological framework.

In purchase forms, all operations involving the transmission of personal data are carried out using a secure environment.

5.11 To help us improve our service. The customer service department has an after-sales service to resolve any problems with our products or shipments, through which we try to offer you fast and efficient service.

5.12 In addition to reminding the customer of the existence of a legal guarantee of conformity for the goods, the existence and conditions of after-sales services and commercial guarantees.

6. RETURNS

Returns address: Coco Reborn. C/ Fuente K, 5. 18680. Salobreña. Granada. Spain.

There are several circumstances under which an order may be returned.

6.1 If the price marked on the baby or item contains an error, Coco Reborn staff will inform you of the correct price and ask if you wish to receive it.

6.2 The baby or item received is damaged during transport. Upon receiving the goods, you must ensure that the package is externally in good condition and shows no signs of having been damaged. If so, you must refuse the shipment, notifying the carrier and our Customer Service department within the next 24 hours.

Once you receive your order, you should open it and check that the merchandise appears to be free of any damage. To file an insurance claim, you must contact us within 24 hours of receiving the product.

6.3 It is possible that the Customer may detect a technical fault in the material; in such a case, they will contact Coco Reborn to follow the return instructions and the baby will be replaced with a new one.

6.4 Right of withdrawal.

6.4.1 The customer has 14 calendar days after receiving the product to exercise their right of withdrawal. Shipping and return costs will be borne by the customer.

6.4.2 The product can be returned up to 14 days after this notification of exercising the right of withdrawal.

6.4.3 To process the return, you will need to contact us via email at info@mercedesalvarez.com Indicate "Withdrawal" in the subject line and you will receive the Withdrawal Form, or you can download it by clicking here.

6.4.4 The refund will be issued using the same payment method used for the purchase. If you paid by bank deposit or transfer, please provide your IBAN account number for the refund.

6.4.5 After 14 calendar days from the withdrawal date, the Customer may no longer exercise their right of withdrawal.

6.4.6 The right of withdrawal will not apply to products made to order with special characteristics and specifications of the Customer, that is, products made according to the Customer's requests and clearly personalized.

6.4.7 To ensure maximum customer satisfaction, Coco Reborn offers a "return guarantee." This means that if, upon receiving the baby, the customer is not satisfied, they must notify Coco Reborn within 24 hours for its collection. After verifying in the workshop that the return has been made in the same condition as when delivered, that it has not suffered any damage and that all components are present, that it is in perfect condition, without any signs of use or handling, and that the hair and eyelashes are intact and undamaged, the customer will be offered an exchange or replacement with another model, or a refund of the amount paid, less the reservation fee and shipping costs.

6.5 Likewise, by accepting these General Terms and Conditions of Purchase, the Customer is informed and accepts the following requirements for making a return:

6.5.1 Be within the established period of 14 calendar days.

After this time, the Customer will NOT be able to claim any amount for the return of the product or the request for an exchange.

6.5.2 The baby item must be in perfect condition, including manuals, accessories, gifts, and everything else included with the purchase. If the product is not received in its original packaging, it will be subject to a depreciation charge that will be passed on to the consumer.

6.5.3 The product must not have been used.

6.5.4 In any case, the serial number of the baby and item must match the one recorded in Coco Reborn's files.

6.5.5 Product returns will always be handled by a shipping agency and according to the instructions that will be sent to you. Returns cannot be made directly to our facilities without prior notice.

6.5.6 The product must be perfectly packaged to avoid damage and problems during transport.

6.5.7 The product packaging may not be used as a postal package.

6.5.8 In cases where our after-sales department detects that the returned product has been improperly handled by the customer, the return will not be accepted, and if it is accepted, the full amount paid for the purchase will not be refunded.

6.5.9 The refund will be issued using the same payment method used for the original purchase, except when the payment was made by cash deposit into our bank account, in which case the refund will be issued via bank transfer.

6.5.10 CocoReborn will proceed to refund the corresponding amount within a maximum period of 14 calendar days from the date on which you notify us of your decision to withdraw from the contract.

The deadline will be considered met if the goods are returned before the deadline has expired.

6.5.11 In general, only returns previously authorized by CocoReborn will be accepted, and only if they comply with the return conditions stated in this document.

6.6 In the case of an exchange, the Customer is responsible for all shipping and handling costs. If the price of the new item is lower, Coco Reborn will refund the difference using the same payment method used for the original purchase.

6.6 The Customer may request the cancellation of any order that has not yet been shipped or whose sculpting has not yet begun. To cancel the order, the Customer must send us an email to info@cocoreborn.com or call us at +34 622914850 as soon as possible. If the order has already been shipped, the cancellation request will be considered a withdrawal and must comply with the provisions of the "Right of Withdrawal".

7. RESPONSIBILITIES

7.1 Coco Reborn is not responsible for anything that is solely attributable to the Client.

7.2 Coco Reborn cannot guarantee the continuous availability and delivery times of the products offered on its website. The Customer agrees to accept, within reasonable limits, delays and imperfections in the delivery service or product availability should these situations arise.

7.3 Coco Reborn shares the sales and distribution process of its items with other suppliers (manufacturers, handlers, packaging, management, storage, transport, etc.), therefore, if any problem or delay occurs in this process, Coco Reborn shall not be held responsible under any circumstances. mercedesalvarez.com.   

7.4 Therefore, by accepting these Purchase Conditions, the Customer expressly waives any right to claim any liability, contractual or extra-contractual, damages and losses from mercedesalvarez.comFor possible problems, delivery delays, or order cancellations, should that occur.

7.5 Coco Reborn does not accept liability arising from the sale of its products, for loss or interruption of business, for failure to meet customer expectations, or for any other harm to the customer or third parties.

7.6 The use that the Customer makes of the purchased products is the sole responsibility of the Customer, such that Coco Reborn is not responsible in any way (either directly or indirectly) for any direct or indirect damage that the Customer may cause to himself or to third parties as a result of such use.

7.7 Products purchased from CocoReborn by the Customer must not be used for immoral purposes or purposes that may offend the sensibilities of third parties (of a radical, violent, racist or xenophobic nature, defamatory or others that by their nature harm or discriminate against any person or group of people, ethnicities, ideologies, sex, age, social or economic condition). The use that any person makes of the products purchased from CocoReborn must always be within the framework of the law. Through this document, the Customer expressly releases CocoReborn from any liability arising from the use of its products.

7.8 Under no circumstances will CocoReborn, its managers, senior officers, administrators, shareholders, agents, or employees be liable for any direct or indirect cause related to the Customer's use of the purchased product.

8. COMMUNICATIONS

8.1 The Customer agrees to keep the email address provided in their order operational, active, and up-to-date at all times for smooth communication with CocoReborn, as this is CocoReborn's preferred means of communication for efficient and trouble-free management of the sales process.

8.2 If the Customer wishes to change the contact email address provided when making their purchase, they must do so via email, complying with the security requirements demanded by CocoReborn to verify the legitimacy of the request, so that communication between both parties is never interrupted.

8.3 The Client shall bear all responsibility for any consequences that may arise from the inoperability of their email address or from the lack of communication to update said data in our records.

8.4 If the Client is assigned individual registration and authentication data for legitimate access to CocoReborn's websites (such as username, passwords, or access codes), the Client will be solely responsible for their use, protection, and confidentiality. The Client is solely responsible for the use of these identifiers and their disclosure to third parties, and ultimately responsible for any purchases, communications, or actions carried out using said data.

9. LEGAL INFORMATION

9.1 Customers under 14 years of age need the consent of their parents, guardians or legal representatives to make a purchase at www.cocoreborn.com. The Customer acknowledges being over 14 years of age or having the corresponding consent of their parents, guardians or legal representatives to make purchases and payments through the CocoReborn website.

9.2 The Client shall indemnify CocoReborn for all expenses that may arise if accused by the Client (or by third parties related to the Client as a result of the purchase) in any case for which the Client is not directly responsible, including CocoReborn's legal fees and expenses, even if the court decision is not final.

9.3 In matters not covered by this document, as well as in the interpretation and resolution of any disputes that may arise between the parties as a result thereof, Spanish law shall apply.

9.4 Should any conflict or difference arise between the buyer and seller in the interpretation and execution of this document, and it cannot be resolved amicably, it shall be resolved at the request of either party and after written notification to the other, through arbitration.

9.5 The Customer has the option to resolve any issues that may arise when purchasing an item through the link to the ODR platform (Online Dispute Resolution) or by clicking onhttps://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES 

9.6 These General Terms and Conditions of Contract are governed by Spanish law.

The parties submit, for the resolution of any conflicts that may arise, to the courts and tribunals of the User's domicile, the place of fulfillment of the obligation or the place where the property is located if it is real estate.