Refund and cancellation policy

When a full refund is available

• HeroWish confirms that it cannot fulfill the requested order.
• HeroWish does not deliver within 48 hours after successful payment and receipt of a complete brief.
• The buyer cancels before production of the personalized video begins.

Corrections and personalized work

If HeroWish makes a factual or name-pronunciation mistake despite receiving accurate details, one correction is included at no extra cost.

Once production begins, cancellation, a different concept, or a new creative direction is not guaranteed because the video is personalized for one buyer. HeroWish will review such requests fairly and confirm whether a correction, adjustment, partial refund, or full refund is appropriate.

How to request a cancellation or refund

Email support@herowish.digital with the order reference and a short explanation. Delivery-related requests should be submitted within 30 days of delivery.

HeroWish will confirm receipt and the outcome by email. An approved refund is returned through WayForPay to the original payment method, normally within 5–10 banking days after approval. The buyer's bank may require additional processing time.

Digital delivery

HeroWish provides a digital service and file. There is no physical item to return, no return address, and no shipping carrier involved.