Refunds and re-makes

You are only charged for videos that are delivered

Each video is charged at the moment it is delivered. If we cannot make one, we tell you first and it is never charged. There is nothing to refund because nothing was taken.

If a video is faulty or wrong

If a video won't play, has a technical fault, or contains a mistake in the details you gave us, email hello@tinselton.co.uk with your order reference and what's wrong. We'll re-make it free of charge.

If we can't put it right within a reasonable time, or before Christmas Eve where that's the point, we refund that video in full to the card you paid with. Refunds appear in 5 to 10 working days depending on your bank.

Changing your mind

You can cancel any video we haven't started making, from your videos page or by email, and nothing is charged for it.

Once we've started making a video, your 14-day right to cancel it ends, as you acknowledged at checkout. That's the law for digital content you ask to be started immediately. We'd still rather you were happy than not: if a delivered video isn't what you hoped for, tell us and we'll see what we can do.

Chargebacks

Please talk to us before contacting your bank. A refund from us reaches you faster than a dispute does, and we'll refund proactively where something has gone wrong on our side.

Your statutory rights

Nothing here reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.