Refund policy

Refund & Revision Policy

At PrintsMuse, we create personalized digital birthday videos based on the details provided by the customer at the time of order, including the child’s name, age, pronunciation, selected character style, and custom message.

Because our products are custom-made digital items, they cannot be returned once production has started or once the final video has been delivered. However, we want every customer to receive the product they ordered, so we offer revisions when there is an issue with the final file.

Digital Product Policy

All PrintsMuse products are digital products. No physical item will be shipped.

Once your personalized video has been created, delivered, downloaded, viewed, or accessed, it is considered fulfilled and is not eligible for a refund for change of mind, accidental purchase, or personal preference.

Order Cancellations

You may request to cancel your order only if production has not yet started.

To request a cancellation, contact us as soon as possible at contact@printsmuse.com with your order number. If production has already started, the order can no longer be cancelled because the product is personalized and made specifically for you.

Revisions

We offer free revisions if there is a clear issue caused by us, including:

  • Incorrect child’s name or age compared with the order details
  • Incorrect pronunciation when pronunciation guidance was provided
  • Missing custom message or incorrect message
  • Audio or voice issue caused during production
  • Video file error, corrupted file, or delivery problem
  • Wrong character style or wrong video template delivered

Revision requests must be sent within 7 days of receiving the video.

To request a revision, please email contact@printsmuse.com and include:

  • Your order number
  • A clear description of the issue
  • The exact correction needed
  • Screenshots or examples, if helpful

If the issue is with the audio, voice, or accent, we will review it and fix or re-record the audio where possible.

Non-Refundable Situations

Refunds are not provided in the following cases:

  • The customer changed their mind after production started
  • The customer no longer wants or needs the video
  • The customer provided incorrect name, age, pronunciation, photo, or message details
  • The customer approved or submitted the wrong information at checkout
  • The customer expected a different result but the delivered video matches the product description and submitted order details
  • The video has already been delivered and there is no technical or production error
  • Delivery was delayed because the customer did not provide required information, images, or corrections on time
  • The customer requests changes that were not included in the original order

Refunds

A refund may be approved only if:

  • We are unable to deliver the digital product
  • We are unable to fix a confirmed production error
  • A duplicate order was placed by mistake and production has not started on the duplicate order
  • The final product is materially different from the product description and cannot be corrected

If a refund is approved, it will be issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to process and display the refund.

Delivery Issues

If you did not receive your video, please check your spam or junk folder first. If you still cannot find it, contact us at contact@printsmuse.com and we will resend the delivery email or provide a new access link.

Customer Responsibility

Customers are responsible for checking all order details before submitting the order, including spelling, pronunciation, age, message, and selected character style.

We create the video based on the information provided by the customer. If the customer provides incorrect information, we may offer a paid revision depending on the requested change.

Legal Rights

Nothing in this policy limits any mandatory consumer rights that may apply in your country or region.

For customers in regions where cancellation rights apply to digital content, you acknowledge that by placing an order for a personalized digital product and requesting production/delivery, you agree that production may begin before any cancellation period ends. Once production has started or the digital product has been delivered, your right to cancel may be lost where permitted by applicable law.

Contact Us

For cancellations, revisions, delivery issues, or refund questions, contact us at:

contact@printsmuse.com