Refund policy

Refund Policy – WishesMadeEasy.com

Last updated: August 23, 2025

We want you to be thrilled with your purchase. Because our videos are custom-made, most refunds are limited to specific situations described below. This policy explains when a refund is available, how to request one, and how quickly we’ll respond.

Who we are

Wishes Made Easy is owned and operated by EMPORIFY GLOBAL LTD (Company No. 15527621)
Registered address: 77 Avondale Road, Eastbourne, BN22 8JU, United Kingdom
Phone: +44 7761 833820 · Email: info@wishesmadeeasy.com · Hours: Mon–Fri 9:00–17:00 (UTC+1)

What you buy (for clarity)

  • Personalized digital video (MP4/MOV), 30 seconds to 2 minutes.

  • Delivery method: email attachment (when size allows) or secure download link.

  • Typical delivery window: 24–48 hours (1–2 business days) after we receive all required information.

When a refund is available (Digital Products)

We may offer a refund in any of these situations:

  1. Non-delivery

    • You did not receive the video within 5 business days after we received all required details and payment, and we are unable to provide the file upon your request.

    • (If we requested missing/clarifying info, the timeline pauses until you reply.)

  2. File defect / technical issue

    • The delivered file is corrupted or unplayable on common players/devices and we cannot supply a working replacement within 72 hours after you report the issue.

  3. Not-as-described (material error)

    • The delivered video materially differs from the details you provided (e.g., wrong name, wrong occasion, missing key line you supplied).

    • We will first correct or re-deliver. If we cannot correct it within 72 hours, we’ll refund.

Note: Before a refund, we may attempt a redo/correction. One minor revision is typically included (e.g., name/pronunciation fix, short line change) if requested within 48 hours of delivery.

When a refund is not available (Digital Products)

  • Change of mind after delivery or after production has started.

  • Creative differences (tone, style, accent, backdrop, ad-lib, or performer’s interpretation), where the video still fits the brief and length range (30s–2min).

  • Issues caused by incorrect or incomplete information submitted with your order.

  • Requests submitted outside the time windows listed under “How to request.”

Physical products (if applicable in the future)

If we offer physical items (e.g., printed card + QR/USB):

  • Personalized physical items are not eligible for change-of-mind returns once production has begun.

  • Defect or damage on arrival: contact us within 7 days of delivery with photos; we’ll arrange a replacement or refund.

How to request a refund (and by when)

Email info@wishesmadeeasy.com with:

  • Subject: Refund Request – Order #12345

  • Your details: name and order number

  • Reason: non-delivery / file defect / not-as-described (pick one)

  • Evidence: screenshots, the error message, or a short clip if relevant

Time windows to contact us:

  • Non-delivery: within 7 days after the 5-business-day window has passed

  • File defect: within 7 days of delivery

  • Not-as-described: within 48 hours of delivery

Our response & refund timelines

  • Acknowledgement: we reply within 1 business day.

  • Resolution attempt (fix/redo): usually within 72 hours of your report.

  • If approved for refund: we process it to your original payment method within 1–3 business days; your bank/processor may take 5–10 business days to post the funds.

Misuse, fraud & chargebacks

We reserve the right to decline or reverse refunds where there is evidence of fraud, abuse, or chargeback misuse. If a refund is issued for a digital product, access to the file/link may be revoked.

Contact

Questions about this policy?
info@wishesmadeeasy.com · +44 7761 833820 (Mon–Fri 9:00–17:00, UTC+1)