Refund Policy

DRAFT, last updated October 29, 2026.

We want Christmas to feel magical, so our policy is simple.

Our promise: love it or your money back

If you don't love your order, for any reason, email help@dearsanta.si (or just reply to your delivery email) within 30 days of delivery and we'll refund you in full. No questions asked, no forms, nothing to send back.

• Something's wrong (misspelled or mispronounced name, wrong detail, technical problem): we'll remake it free if you'd like, or refund you in full. Your choice.
• Not delivered within 24 hours (and it isn't in your spam folder): we'll deliver it or give you a full refund, whichever you prefer.
• Orders with extra children (sibling add-on): each child gets their own video, and with the bundle their own letter and certificate. If one child's video has a problem, we'll remake that one free or refund that child's add-on ($9.99), or refund the whole order if you prefer.
• Changed your mind before delivery: if your video hasn't been created yet, we'll cancel and refund in full.

How refunds work

Refunds go back to your original payment method through Stripe, usually within 5–10 business days depending on your bank. When we refund an order, we delete any remaining files for it right away.

Orders through a partner link: refunds work exactly the same. If an order came through one of our partners' referral links, refunding it also cancels the partner's commission on that order.

Chargebacks

Please contact us first. Within 30 days of delivery we'll simply refund you, which is faster than a dispute for everyone.

Contact

help@dearsanta.si. We usually reply within one business day, and faster in December.