Palautuskäytäntö

Refund policy

🎬 LalaTune Refund & Delivery Policy

General

At LalaTune, we are committed to delivering a high-quality, personalized experience to every customer. We understand that occasional issues may arise, and we're here to resolve them in a fair, timely, and professional manner.

Where this policy refers to business days (also called working days), we mean Monday to Friday. Saturdays and Sundays are not counted as business days.

🛍️ Product Information & Delivery

Each LalaTune order is a personalized video, created from the photo and the details provided by the customer.

Orders are delivered by email within 48 hours of purchase. If you added the Fast Delivery upgrade at checkout, your video is delivered within 24 hours.

The video will be sent to the email address entered during checkout. Nothing is shipped physically.

We are not responsible for errors caused by incorrect email addresses. If you realize you entered the wrong email, please contact us immediately. We'll do our best to assist you.

If you experience a delay, please:

Check your spam/junk folder
Verify your email was entered correctly
Check whether we have emailed you asking for missing information

If we need something from you. If your order is missing information, or if we need a missing photo, a verification, or your approval before we can continue, we will contact you by email. The delivery time is paused from the moment we write to you until you reply. Once we have everything we need, delivery may take up to 12 hours longer than the standard 48 hour or 24 hour window.

💸 Refund Policy

Refunds are only granted in the following case:

You did not receive your video within the delivery time that applies to your order - 48 hours as standard, or 24 hours if you purchased the Fast Delivery upgrade.

Refunds will not be issued for:

Change of mind
Style or creative preference
Mistyped email address by the customer
Delays caused by missing information, missing photos, or time spent waiting for the customer's verification or approval. In these cases delivery may take up to 12 hours longer than the standard window

If you haven't received your video within the applicable delivery time and have already checked your spam folder, please contact us at support@lalatune.com within 7 days of purchase.

🔁 Revisions

We want you to love your video.

Revisions are only available if the delivered product has a technical issue:

Video errors – the file is corrupted, doesn't play, or has severe glitches (e.g., black screen, freezing, or heavy distortion).
Wrong details – major mistakes in names, or a message that doesn't match what the customer submitted.
Wrong language – video delivered in a different language than ordered.

If your order meets this condition, you may request 1 free revision to correct the technical problem.

⚠️ Technical Issues

If the delivered file is:

Corrupted
Incomplete
Contains technical problems

Please notify us within 48 hours of delivery, and we will resend or correct the file at no extra charge.

📩 How to Request a Refund or Revision

To submit a request, email support@lalatune.com with the following details:

Your order number
A brief description of the issue or requested change

We will respond within 2 business days (Monday to Friday) with a resolution or next steps.

💳 Refund Processing

If your refund is approved (due to non-delivery within the applicable delivery time), the amount will be returned to your original payment method within 7-10 business days (Monday to Friday), depending on your bank or card provider.

❓Need Help?

If you have any questions about this policy or need support, feel free to contact us at support@lalatune.com.

We're here to make sure your LalaTune experience is one to remember.