Refund policy

Refunds and returns

 

Everything at Merrymade is digital, so there is nothing to post back.

 

Made-to-order items (Santa video, Christmas song, festive portrait, storybook): these are made specially for one person from the details you give us, so the usual 14 day right to cancel does not apply once we have started making them. If we have not started yet, email us and we will cancel and refund you in full.

 

If something is wrong: if we spelled a name wrongly, used the wrong details, or the file will not play or open, tell us within 14 days and we will fix it free of charge or refund you.

 

Instant downloads (games packs, elf kit, party pack): once you have downloaded the file we cannot take it back, so these are not refundable unless the file is faulty. If it is, email us and we will replace it or refund you.

 

How to ask: email us with your order number and what went wrong. We aim to reply within one working day, and refunds go back to your original payment method.

 

This does not affect your legal rights.

No cancellation of personalised digital products

Every Merrymade product is personalised: it is made to your specification using the names, details and wishes you give us. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods or digital content made to a consumer's specification or clearly personalised. Once you place your order, we start making it straight away, so we cannot cancel it or refund it for a change of mind.

For digital content that is not personalised (such as our printable games and party packs), you agree at checkout that we can start the download or delivery immediately, and you acknowledge that you lose your right to cancel once it begins.

This does not affect your legal rights. If your order is faulty, is not as described, or contains an error we made, such as a misspelled name, contact hello@merrymade.co.uk and we will fix it or refund you.