Refund Policy

Draft for legal review.

When you're entitled to a refund or remake

• Not delivered: if we can't deliver your video, we'll refund you in full.
• Our mistake: if the video doesn't match what you entered (for example a wrong name or missing message), we'll remake it at no cost or refund you.
• Technical faults: if the video won't play or has a significant technical problem, we'll fix it, remake it, or refund you.
• Charged twice: if you're accidentally charged more than once for the same order, the extra payment is refunded automatically.

Change of mind

Because each video is personalised and produced as soon as payment is confirmed, we can't usually offer refunds for change of mind after production has started. If you contact us before your video has been produced, we'll do our best to cancel and refund.

Your consumer rights

Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. Nothing in this policy limits those rights.

How to ask

Email support@getleletterfromsanta.com with your order number (it starts with “SANTA-”). Refunds go back to your original payment method and usually appear within 5–10 business days.