1. General Provisions

At Hakuna Papaya, we strive to ensure the highest quality of our video greetings. However, we understand that sometimes situations may arise where a customer is not entirely satisfied with their order.

2. Digital Products

Our video greetings are digital products that we deliver within 3 days after payment. Given this, we offer the following terms:

2.1. Delivery Time

If you haven't received your video greeting within 3 days after payment:

• Contact our support team.
• We will check the status of your order and send the video as soon as possible.
• If there's a delay from our side exceeding 5 business days, we will offer you a discount on your next order or a partial refund.

2.2. Technical Issues

If you encounter technical problems while viewing or downloading your video greeting, we commit to:

• Provide technical support to resolve the issue.
• If the problem cannot be resolved within 48 hours, we offer a full refund.

2.3. Video Quality

If the quality of the received video does not meet the stated standards (e.g., low resolution, sound problems), we will:

• Offer a free recreation of the video greeting.
• If the recreation does not satisfy the customer, we will provide a full refund.

2.4. Personalization Errors

In case of errors in video personalization (incorrect name, date, etc.) that occurred due to our fault:

• We will correct the error free of charge and send a new video.
• If correction is not possible or the customer is dissatisfied with the result, we will provide a full refund.

3. Refund Request Deadline

A refund request must be submitted within 30 days of receiving the video greeting.

4. Refund Process

• To submit a refund request, please contact our customer support.
• Provide the order number and reason for the refund request.
• We will review your request within 2 business days.
• If approved, funds will be returned to the original payment method within 5-10 business days.

5. Exceptions

• Refunds are not provided if the customer simply changed their mind about the order.
• We reserve the right to refuse a refund if we detect abuse of our policy.

6. Contact Information

If you have any questions about our return and refund policy, please contact us at: hakuna.papaya.agency@gmail.com