Refund Policy

Last updated: 11th December 2025

We want you to be delighted with your personalised video card. This policy explains how refunds and returns work when ordering from us. We’ve written it clearly, in plain British English, while still complying with UK consumer law.

1. Your Right to Cancel Before Production Begins

You may cancel your order within 8 hours of placing it, provided we have not yet started processing or generating your personalised video.

  • If you cancel within this 8-hour window: you will receive a full refund.
  • To request a cancellation, please email us at sales@apenelli.com with the subject line “Cancellation – Order [your order number]”.

If we begin processing your order within the 8-hour window (for example, a team member starts generating your video), the order will be considered “in production” and the personalised-goods rules will apply (see below).

2. When Personalisation Begins

Personalisation begins when our team starts working on your order, which includes:

  • generating the AI-powered video using your photo
  • any human editing or adjustments
  • preparing customised printed elements (e.g., personalised messages)

Once this stage has started, the order becomes a custom-made product and falls under the personalised goods exemption of the Consumer Contracts Regulations 2013.

3. Partial Refunds (After Production Begins but Before Dispatch)

If you request to cancel after production has started but before the card has been dispatched, a partial refund will apply.

We will deduct a £5 personalisation fee, which covers:

  • AI generation credits
  • editorial time
  • admin and processing costs

This is a fixed charge applied per order.

4. No Refunds After Dispatch (Unless Faulty)

Once your personalised video card has been dispatched, we unfortunately cannot offer refunds for change of mind. This is because:

  • the product has been created specifically for you
  • the video file is permanently tied to your order
  • personalised goods are exempt from change-of-mind returns under UK law

However, you are fully protected if your item is faulty or damaged.

5. Faulty or Damaged Items

If your card arrives damaged or is not working as expected (e.g., the screen does not play the video), we will happily provide a replacement card.

To help us resolve things as quickly as possible, please email sales@apenelli.com with:

  1. Your order number
  2. A clear description of the issue
  3. Photo or video evidence of the fault

We provide replacements only, not refunds, for faulty items unless required otherwise by law.

6. Digital Download of Your Video

Your order includes a digital version of the final video. This is considered part of your personalised purchase and follows the same refund rules as the physical card.

7. Optional Proofs and Revisions

In some cases, we may offer customers the option to request up to three revisions of the AI-generated video where available. This service is not guaranteed for every order and may vary depending on the nature of the uploaded photo.

If you choose a proofing option at checkout (when offered), please note that this may extend the production timeline by approximately one working day.

8. How to Request a Refund or Report an Issue

For all refund queries, cancellations, and faulty-item reports, please contact us at: sales@apenelli.com

Please include your order number in all correspondence.

9. Summary

  • Cancel within 8 hours (before production begins): full refund
  • Cancel after production begins but before dispatch: partial refund minus £5
  • After dispatch: no refund unless faulty
  • Faulty items: replacement provided upon evidence
  • Personalised goods and digital content: exempt from 14-day cooling-off period

We're always here to help if anything isn't quite right. Just reach out and we'll do our best to make things easy.