Refund policy

Hello From Africa Return and Refund Policy

1. General Provisions

At Hello From Africa, 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: info@hello-from-africa.com