If the delivered video materially deviates from the requirements you confirmed at order (for example: wrong person, incorrect key text, missing critical scenes), and you are dissatisfied for that reason, Say Wishes will provide one Free Re‑shoot for that order (a “digital replacement”). This policy prioritizes correcting production errors so the final video matches your originally confirmed brief.

• A material deviation from your originally confirmed requirements is identified, and you submit a Free Re‑shoot Request via “Customer Service Center — Re‑shoot Request” within 7 days of delivery, describing the specific discrepancies.
• You cooperate by providing any necessary supplementary materials or clarifications (corrected script, reference images/videos, timestamps).
• Each order is eligible for one Free Re‑shoot only (typically includes up to two minor revision rounds plus one full re‑shoot).
• If the video has been publicly published or used commercially prior to the re‑shoot request, we may refuse the Free Re‑shoot.
• Requests determined to be fraudulent or abusive will be denied.

Free Re‑shoot requests must be submitted within 7 days of the original delivery. If approved, typical re‑shoot turnaround is 3–10 business days depending on complexity; we will confirm expected delivery in the approval email.

You may request a Free Re‑shoot even after downloading or privately sharing the delivered video, provided you have not publicly/commercially published it. If you ultimately request a refund rather than a re‑shoot, refunds are handled under our Refund Policy (re‑shoot is the priority remedy). If the order triggered a company donation that has already been disbursed, the donation portion may be treated as an incurred cost.