Refund policy

1. Refund Eligibility
We offer a 30-day money-back guarantee for all orders. No questions asked. If for any reason you are not satisfied with your order, you can request a full refund within 30 days of placing your order.

2. Refund Process
To request a refund, please follow these steps:

- Send us a message at hello@yourdearsanta.com to request your refund.
- Please write from the same email address you used for your order — this helps us confirm your purchase and process the refund safely.
- If you’d like, tell us what happened and why you believe a refund is fair — it won’t affect the decision, but your feedback helps us make the Dear Santa experience even better.

Once we receive your request, we will process the refund within 7 working days.

3. Exceptions

This refund policy applies to all orders placed on our platform. No reason for the refund is required — your happiness truly matters to us.

However, refunds cannot be issued if the delivery failed because an incorrect or misspelled email address was entered during checkout.

If you haven’t received your email notification, please check your Spam or Promotions folder first. If it’s not there, just message us on any of our channels or email us at hello@yourdearsanta.com, and include the email address you used when placing your order — even if it contained a small mistake, we’ll find your order and make sure your video reaches you!

If it turns out that your email address was entered correctly but the notification still wasn’t delivered, you’re entitled to a full refund.