Refund & Redo Policy
Last updated: September 25, 2026
- Not thrilled? Reply to your delivery email within 14 days. We redo it once for free, or refund you in full.
- Priority orders that arrive late get the Priority fee back automatically.
- If we can't make your video, you get a full refund.
- Cancel any time before you approve your storyboard for a full refund, even after seeing your characters.
Happiness guarantee
Every order is covered. If you are not happy with your video, reply to the delivery email within 14 days and tell us what missed. We will either redo it once at no charge, addressing what you told us, or refund the full amount. Your choice. If the redo still misses, we refund.
Late Priority orders
If a Priority order arrives after its window (storyboard in 30 minutes, film within 6 hours of approval), the Priority fee is refunded without you having to ask.
If we can't make your video
Sometimes the photos will not work (faces too small, too dark, or the request breaks our content rules). If we cannot produce your video we will tell you, explain why, and refund you in full.
Cancelling
You can cancel for a full refund any time before you approve your storyboard, including after you've seen your characters. If you don't respond, the storyboard is approved automatically 24 hours after we send it. After approval, the happiness guarantee applies instead.
How refunds are paid
Refunds go back to the original payment method through Stripe, usually within 5 to 10 business days depending on your bank.
How to ask
Reply to any email from us, or write to support@lovemotion.co with your order number.