Last updated: 2 September 2026
Our songs and videos are personalised digital content, created specifically for you and delivered electronically as soon as they are ready. This affects your cancellation rights as described below.
You can leave the order process at any point before paying, at no cost and with no obligation. You can preview a free sample of your song before deciding whether to purchase.
At checkout, you are asked to expressly confirm that you want us to begin creating your personalised song or video immediately. Because you give this consent, and because creation genuinely starts right away, you lose your statutory 14-day right to cancel once creation has started. This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and, where applicable, Article 16(m) of Directive 2011/83/EU (EU consumers).
As a result, once we have delivered the song or video you ordered, you are not entitled to a voluntary refund simply because you change your mind or subjectively dislike the creative result — for example the AI-generated wording, melody, voice, or visuals. This reflects the fact that each order is created specifically for you and cannot be resold.
If your payment was successfully taken but, because of a technical or system failure on our part, we are unable to generate or deliver your order and cannot reasonably fix this, we will refund what you paid in full.
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 for digital content that is genuinely faulty, not of satisfactory quality, not fit for a purpose you told us about, or does not match its description — for example, the wrong recipient name, the wrong package, a genuinely corrupted or unplayable file, or an order that was never delivered at all because of an error on our side.
In that case, you have the right to require us to:
These are your statutory rights: we cannot exclude, limit, or make them subject to a restrictive condition such as a fixed deadline for reporting the problem. Contact us at contact@nalunastudio.com with your order reference and a description of the problem as soon as you notice it, and we will deal with your request under these rights.
Approved refunds are issued to your original payment method via Stripe, without undue delay, and in any event within 14 days of us agreeing you are entitled to one. Depending on your bank, this typically takes a further 5–10 business days to appear on your statement. We do not charge any fee for processing a refund.
Nothing in this policy removes or limits any right you have under UK or, where applicable, EU consumer protection law, including your rights regarding digital content that is faulty, not as described, or not delivered.
For any cancellation, refund, or order issue, contact contact@nalunastudio.com.