Refund policy

Returns and refunds for personalized digital videos

Craftstory supplies personalized digital videos delivered electronically. There is no physical parcel to return and no return shipping charge. To request a cancellation, correction or refund, contact hello@craftstory.co with your order number and a description of your request.

Quality issues and satisfaction guarantee

Please check your video when you receive it and contact us if the file is inaccessible, incorrect, defective or does not meet the quality promised. As stated on our product pages, if your adventure does not meet the quality you expected, we will rework it or refund you. This guarantee does not restrict your statutory rights.

Cancellations and withdrawal rights

Contact us as soon as possible if you wish to cancel your order. Consumers in the European Union generally have 14 days from conclusion of a contract for digital content to withdraw without giving a reason.

For digital content supplied without a physical medium, the withdrawal right is lost only where the legal requirements are met: supply has begun with your prior express consent, you have expressly acknowledged that this causes you to lose your withdrawal right, and you have received the required contract confirmation. Personalization alone does not automatically remove withdrawal rights for digital content. Accepting general terms alone is not a substitute for this express consent.

Where these requirements have not been met, your applicable withdrawal rights remain available. You may exercise them by sending a clear statement to hello@craftstory.co or to Craftstory, 17 rue Duroc, 75007 Paris, France. You may use the form below, but it is not compulsory.

Model withdrawal form

To: Craftstory, 17 rue Duroc, 75007 Paris, France; hello@craftstory.co.
I hereby give notice that I withdraw from my contract for the following digital content:
Order number:
Ordered on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):

Refunds

We will confirm the outcome of your request by email. Approved refunds are made to your original payment method, unless you expressly agree otherwise, without an additional refund fee. Where you validly exercise a statutory withdrawal right, reimbursement will be made within 14 days of your withdrawal notice. Your bank or payment provider may need additional time to display the credit. Contact hello@craftstory.co if you have not received a refund within the applicable period.

Statutory rights

Nothing in this policy excludes mandatory remedies for digital content that is not supplied or does not conform to the contract, including correction, an appropriate price reduction or termination and reimbursement where required by applicable law.