Refund policy

Last updated: 10 November 2026

We want every video to be a lovely surprise. If something isn't right, here is what we'll do.

If your video can't be created

Occasionally a video fails to generate. Our team is alerted automatically and will contact you to offer a new video or a full refund — whichever you prefer.

If your video is faulty

If the video doesn't play, the name is clearly wrong because of an error on our side, or the video doesn't match what you ordered, email us within 14 days of delivery and we'll remake it or refund you.

Change of mind

Because each video is personalised and created immediately after payment, we can't offer refunds for a change of mind once creation has started.

How to ask

Email hello@suportencantakids.art with your order reference (it starts with "MV-"). Refunds go back to your original payment method, usually within 5–10 working days.