Refund Policy

DRAFT, last updated [DATE].

We want Christmas to feel magical, so our policy is simple.

Our promise: love it or your money back

• Something's wrong (misspelled or mispronounced name, wrong detail, technical problem): email help@dearsanta.si within 14 days of delivery. We'll remake it free. If you'd rather have your money back, we'll refund you in full.
• Not delivered within 24 hours (and it isn't in your spam folder): we'll deliver it or give you a full refund, whichever you prefer.
• Just not happy with it: email us within 14 days of delivery and we'll refund you in full. No forms, no hoops. One refund per household per season.
• Changed your mind before delivery: if your video hasn't been created yet, we'll cancel and refund in full.

How refunds work

Refunds go back to your original payment method through Stripe, usually within 5–10 business days depending on your bank. When we refund an order, we delete any remaining files for it right away.

Chargebacks

Please contact us first. We'll respond quickly and almost always refund. Disputes take longer for everyone.

Contact

help@dearsanta.si. We usually reply within one business day, and faster in December.