Last updated: October 29, 2026
1. Digital and Personalized Product
Your purchase is for a personalized digital video, not a physical item. Since work on a customized video may begin shortly after an order is placed, cancellation and refund eligibility can depend on whether production or delivery has started and on applicable consumer law.
2. When to Contact Us
Please contact us if:
- Your payment was successful but your video was not delivered within the timeframe stated at checkout.
- The video file or delivery link does not work and reasonable troubleshooting does not resolve the issue.
- The delivered video has a material technical defect or clearly does not reflect the order details you submitted.
- You believe you were charged more than once for the same order.
3. Review and Resolution
We will review the order details and may ask for the order reference, purchase email, or a description of the problem. Where appropriate, we will try to correct the issue, re-deliver the file, or provide another reasonable remedy. If the issue cannot be resolved, we will assess whether a refund is appropriate.
4. Change of Mind or Incorrect Details
Because the product is personalized and digital, a change-of-mind refund may not be available once production has started or the video has been delivered, except where required by applicable law. If you entered incorrect personalization details, contact us as soon as possible; we cannot guarantee changes after production begins.
5. Duplicate or Unrecognized Payments
If you see a duplicate charge or do not recognize a transaction, contact us promptly so we can investigate. Your payment provider may also offer a process for reporting unauthorized transactions.
6. How Refunds Are Processed
Approved refunds are returned through the original payment method where possible. The time it takes for the credit to appear depends on the payment provider and your financial institution. We cannot guarantee their processing times.
7. Statutory Rights
This policy does not remove or limit any refund, cancellation, or consumer rights that apply under mandatory local law. If applicable law gives you a right that differs from this policy, the law will prevail.
8. Requesting a Refund
Email support@dearsantamagic.com and include your order reference, the email used at checkout, and the reason for your request. We aim to respond within 2 business days, although response times may vary during busy seasonal periods.