Refund and Cancellation Policy

Every song and keepsake is created specifically for you. Before purchase, you can listen to a 30-second preview and make changes to your song.

Under EU consumer law, you normally have 14 days to withdraw from an online purchase. The right of withdrawal does not apply to:

• goods made to the consumer's specifications or clearly personalized, such as our keepsakes; and
• digital content supplied immediately after purchase, where you have given your express consent and acknowledged that you lose your right of withdrawal.

You give this consent and acknowledgement at checkout before payment.

If you are not satisfied with your song, you may request one free rewrite within 14 days of your order. The new version replaces the original at the same link, so the QR code on your keepsake will play it. Physical products are not reprinted as part of this promise.

• Requests must be made within 14 days of the order date.
• One free rewrite is included per order.
• The new version is published at the same link, so the QR code on any keepsake continues to work.

Requests can be made through the order status page.

If a physical product arrives damaged, defective, misprinted or different from your order, please contact us with a photograph within 14 days of delivery. We will send a replacement free of charge or, where this is not possible, issue a refund. You will not need to return the item.

Lost or undelivered parcels are covered in our Shipping Policy.

If you notice an error in your order, such as a delivery address, please contact us as soon as possible. We will correct it free of charge if production has not yet started.

Approved refunds are made to the original payment method, normally within 5 to 10 business days.

This policy does not affect your statutory rights. If a product or digital content does not conform to the contract, you are entitled to the remedies provided by law, including repair, replacement, price reduction or refund.