Refund policy
Refund Policy of Say wishes
1. Basic Refund Principles
1.1 We are committed to providing you with video customization services that meet your expectations. If you have objections to the purchased services, you may apply for a refund in accordance with this policy. However, refunds are not 100% guaranteed; the refund process will only be initiated after our customer service team reviews and confirms that your application meets the refund criteria.
1.2 Once the refund application is approved and processed, the corresponding video product in your account will be immediately removed, and the relevant production process will be terminated simultaneously. Semi-finished or finished videos that have been generated will no longer be delivered.
1.3 Refund applications will be directly rejected under the following circumstances:
- The video product has been downloaded, distributed, or used for other purposes that are not for personal reasonable use (i.e., "excessive use");
- The application materials contain false information (such as forged order numbers, altered purchase dates), or after verification, there is evidence of fraudulent/abusive behavior such as malicious refund applications or obtaining services improperly.
2. Refund Rules Under Different Scenarios
2.1 General Refund Restrictions for Digital Video Products
Since our video products are non-pre-fabricated customized digital services (i.e., completely produced based on the materials and requirement specifications you provide, and only for your personal use), the following general restrictions apply:
- If the video is not yet produced: You may only apply for a refund within 2 hours of placing the order. You are required to submit complete application materials as required. After approval, 10% of the order amount will be deducted as the basic review and process cost, and the remaining amount will be refunded to the original payment method.
- If the video has been produced and delivered: Refunds will not be supported except in cases of "customization errors caused by us". "Errors caused by us" specifically refer to: the video content is seriously inconsistent with the requirements you confirmed (such as errors in characters, scenes, or text information), the video has obvious quality issues (such as blurriness, freezing), or the delivered file is damaged and cannot be opened normally.
2.2 Order Cancellation and Refund Ratio
- Canceling the order within 24 hours of placement: If the video has not yet entered the production stage (subject to the "production status" informed by our customer service), you may apply for cancellation and a refund. After approval, 10% of the order amount will be deducted as the cost, and the remaining amount will be refunded. If the video has already entered the production stage, 30% of the order amount (including the material processing and labor costs already invested) will be deducted, and the remaining amount will be refunded.
- Canceling the order after more than 24 hours of placement: Regardless of whether the video has been produced or not, 40% of the order amount will be deducted as liquidated damages (including full-process labor, resource investment, and progress loss), and only 60% of the remaining amount will be refunded. If the video has been delivered and there is no fault on our part, order cancellation and refund will not be supported.
2.3 Handling of Special/Exceptional Cases
If you are unable to continue using the video service you have ordered due to force majeure (such as a sudden serious illness or a family emergency), you may provide relevant supporting documents (such as a hospital diagnosis certificate, accident certificate) within 72 hours of placing the order and apply for a special review via the official email. We will adjust the refund ratio as appropriate based on the actual situation (such as production progress and cost investment), and may waive up to 50% of the liquidated damages. However, the basic costs already incurred (not exceeding 20% of the order amount) will still need to be deducted.
3. Refund Application Process
3.1 Submitting the Application: Within the time limit for refund applications, you must submit the Refund Application Form through the "Customer Service Center - Refund Application" channel on the official website of www.wishesvideo.com or by sending an email to the official email address support@wishesvideo.com. The form must include the following mandatory information:
- Name (must be consistent with the name filled in when placing the order);
- Complete order number (can be found on the "My Orders" page);
- Purchase date (accurate to year, month, and day);
- Reason for refund (must be explained in detail, such as "text error in the video" or "cancellation due to personal reasons", and attach screenshots of relevant supporting materials, such as the video clip with errors, proof of force majeure, etc.);
- Receiving account information (must be consistent with the original payment account, including the bank name, account number, and account holder's name, to ensure the refund is returned to the original payment method).
3.2 Review and Feedback: Our customer service team will initiate the review within 1 working day after receiving the application. If the materials are incomplete, we will notify you to supplement them via the email/SMS you provided. The review result (approved/rejected) will be notified to you via email within 3 working days. If approved, the estimated refund arrival time will be informed simultaneously.
3.3 Refund Arrival: After the review is approved, the refund amount will be returned to your original payment account within 3-7 working days (the specific arrival time is subject to the processing speed of the bank/payment platform). If the refund has not arrived after more than 7 working days, you may contact customer service to check the progress.
3.4 Application Confirmation: Submitting the Refund Application Form means that you have fully read, understood, and agreed to all the terms of this refund policy, and confirm that the application information provided is true and accurate. If there is false information, we have the right to refuse the refund and reserve the right to pursue legal liability.
4. Dispute Resolution and Contact Information
4.1 If you have objections to the refund review result, you may submit a written appeal (with supplementary supporting materials) to the customer service within 2 working days after receiving the result notification. We will arrange a dedicated person to review the appeal and provide the review result within 2 working days, which shall be the final handling decision.
4.2 If you have any questions during the refund process (such as the application process, arrival progress) or need to consult about the handling of exceptional cases, you may contact us through the following methods:
4.2 If you have any questions during the refund process (such as the application process, arrival progress) or need to consult about the handling of exceptional cases, you may contact us through the following methods:
- Official Email: support@wishesvideo.com
- Working Hours: Monday to Friday, 9:00-18:00 (excluding legal holidays)
- Response Time: General inquiries will be replied to within 24 hours, and progress updates for complex issues (such as appeal reviews) will be provided within 1 working day.
We always handle each refund application in accordance with the principles of fairness and reasonableness. Thank you for your understanding and support for the video customization services of Say wishes.
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