Refund policy

Last updated 7 November 2026

Every video is made for one family, but we want every family to be happy with it. Email hello@santagreet.com with your order code and we'll sort it out.

We fix it or refund it

• A mistake in the video (a wrong name, the wrong language, the wrong photo, or a technical fault): we make a corrected video for free, or refund you in full if you prefer.
• Late delivery: if a rush order arrives after 2 hours, we refund the rush fee. If any order hasn't arrived within 48 hours, you can have a full refund.
• Never arrived: check your spam folder first, then email us and we'll resend it or refund you.

Please tell us within 14 days of delivery.

Changing your mind

When you order, you ask us to start making your video right away. Because it is personalized digital content, the right to cancel after delivery doesn't apply once the video has been delivered. Before delivery, you can cancel for a full refund.

How refunds are paid

Refunds are made by our reseller Creem, the Merchant of Record for our orders, to the card or account you paid with. Your bank may take a few days to show it.