Refund policy

RETURN AND REFUND POLICY – TUNAYS DIGITAL SERVICES

Last updated: December 6, 2025

This Return and Refund Policy (“Policy”) applies to purchases made in our Tunays online store and primarily concerns digital services and personalized content (for example, personalized songs, animations, video messages and other creative digital content delivered via WhatsApp or email).

1. Nature of our products

In most cases, our services are:

  • Digital content supplied electronically;
  • Custom-made personalized services, created from the information you provide (name, story, dedication, personal details, etc.).

Once production begins, our team and systems devote time and resources to creating unique content that cannot be resold to others.

2. Right of withdrawal in the European Union

If you are a consumer residing in the European Union or European Economic Area, the law grants you a 14-day right of withdrawal for most distance contracts.

However, this right does NOT apply in the following cases (Article 16 of Directive 2011/83/EU and local implementing rules), including:

  • The supply of digital content not supplied on a tangible medium, where performance has begun with your express consent and your acknowledgement that you lose your right of withdrawal;
  • The supply of goods or services made to your specifications or clearly personalized.

For our main products (personalized songs, custom animations and personalized videos), at checkout you are asked to:

  1. Give your express consent for performance of the service to begin immediately; and
  2. Accept that, once performance begins, you lose the 14-day right of withdrawal.

If you do not wish to lose your right of withdrawal, you should not request immediate performance. In that case, we may be unable to begin production before the 14-day period expires.

3. Returns and refunds for personalized digital content

Because our services are personalized and digital:

  • We do not offer returns or refunds for a “change of mind” (for example, if you do not like the creative style or emotional effect after receiving the content, even though it matches the description).
  • A digital file that has already been delivered and used cannot be “returned”.

However, we may provide a full or partial refund in the cases described below:

3.1 Non-delivery

If, for reasons attributable to us, we are unable to deliver the digital content within a reasonable time (normally within 72 working hours or the time stated on the product page), and we cannot agree on a new timeframe with you, we may issue a full refund.

3.2 Technical problems

If the delivered file:

  • Is corrupted;
  • Cannot be opened despite your use of standard devices; or
  • Has serious technical defects (for example, completely missing audio),

Please contact us within 7 days of delivery. We will do our best to:

  1. Correct the problem and send you a new version; or
  2. If it cannot be resolved, offer a full or partial refund, at our discretion and within the limits permitted by law.

3.3 Content clearly different from the description

If the delivered content is clearly and objectively different from the product page description (for example, the language is completely wrong, the person's name is completely incorrect despite the correct information being submitted, or the product type differs from what was ordered), please contact us within 7 days of delivery.

In these cases, we may:

  • Correct the content free of charge (a new version); or
  • If that is not possible, offer a full or partial refund.

4. Revisions and changes

For many services, we offer small revisions (for example, correcting a name or making minor text changes) when the error is attributable to us.

Revisions do not include:

  • A complete remake of the content because you dislike the style;
  • Major changes to the story, tone, language or concept compared with the information initially provided.

5. Physical products (if available)

If we offer physical products in the future (for example, merchandise, prints or objects), a more traditional return policy may apply to those items (30 days, unused product, original packaging, etc.). This will be clearly stated on the product page.

6. How to request a refund or report a problem

For questions, technical problems or refund requests, contact us at:

Email: mailtunayco@gmail.com

Please include the following in your message:

  • Order number;
  • First and last name;
  • Email address used for the order;
  • A clear description of the problem;
  • Any relevant screenshots or files.

We will review your request and respond within a reasonable time, normally within 5–10 working days.

7. Refund timelines

If your refund request is approved:

  • The refund will be processed to the same payment method used for the order;
  • It may take up to 10 working days for the credit to appear on your statement, depending on your bank or payment provider.

If more than 15 working days have passed since our refund confirmation and you have not received the credit, please contact your bank or card issuer first and, if necessary, write to us again at mailtunayco@gmail.com.

8. Contact

For questions about this Return and Refund Policy, you can contact us at:

TUNAYS LLC – Tunays
Email: mailtunayco@gmail.com