Refund Policy

Our 30-day money-back guarantee

Every order is covered by our 30-day money-back guarantee. If you are not satisfied with your song, for any reason, email us at hello@customsonggifts.com within 30 days of Delivery and we will refund your whole order in full: your delivery tier, the lyrics PDF if you bought it, and anything you added after checkout. You do not need to give a reason.

If you would rather we fix the song than refund it, we can make a free revision instead. The choice is always yours, and asking for a revision first does not use up your guarantee: if the revised song still does not work for you, you can still request a full refund within the Guarantee Period. You are welcome to tell us what did not work so we can improve, but that is never a condition of your refund.

This guarantee is offered by Custom Song Gifts in addition to, and independently of, any statutory rights you may have as a consumer under the law of the country where we are established or your home country. Placing an order and asking us to start production does not waive this guarantee; it only affects the separate statutory right of withdrawal described in our Terms and Conditions.

How refunds are processed

Our order process is conducted by our online reseller Polar.sh. Polar is the Merchant of Record for all our orders and handles payments, taxes, receipts and refunds.

Once we issue your refund, Polar returns it to your original payment method: the same card, wallet, or bank method you used to pay. It typically appears on your statement within 5 to 10 business days, depending on your bank or card provider, although some providers take longer to post the credit.

We cannot issue a refund to a different card, account, or payment method than the one used for the original order. If your original payment method is no longer available to you, for example an expired card, contact hello@customsonggifts.com and we will help you work out a solution with Polar.

Delivery tiers and add-ons

A refund under the guarantee above covers the whole order, whichever delivery tier you chose (30-Minute Delivery or 48-Hour Delivery), including the lyrics PDF. If you are happy with the song but not with the lyrics PDF, you can also ask for a refund of just the lyrics PDF within the Guarantee Period and keep the rest of your order.

Purchases you make on the thank-you page after your original order (the upgrade to 30-Minute Delivery or the lyrics PDF) are covered in exactly the same way. The Guarantee Period for them runs from the Delivery of the original song.

If your song ordered with 30-Minute Delivery arrives later than 30 minutes after payment, we refund on request the difference between the 30-Minute and the 48-Hour Delivery prices (the same amount as the upgrade price), whether or not you keep the song.

Orders placed earlier that included a second version or a third verse are covered in the same way: a refund includes them, and if you only want a change to one of them rather than a refund, we treat it the same as a free revision of the main song.

How to request a refund

Email hello@customsonggifts.com within 30 days of Delivery and tell us whether you would like a refund or a free revision. Writing from the address you used to order, and including your order number if you have it, helps us find your order quickly. We aim to reply within 1 to 3 business days and will confirm in writing once your refund has been sent to Polar for processing.

Orders not yet started

If you change your mind before we have started production, contact hello@customsonggifts.com and we will cancel the order and refund you in full, with no charge for the cancellation. Once production has started, the 30-day guarantee above applies instead, rather than a straightforward cancellation, because work on your song is already under way.

In practice, most orders begin production shortly after payment so that we can meet the 48-hour and 30-minute delivery windows described in our Terms and Conditions, so a cancellation window before production starts is usually short. If you are unsure whether production has started on your order, email hello@customsonggifts.com and we will check for you.

Chargebacks

If you have a concern about a charge, please contact us first at hello@customsonggifts.com so we can resolve it directly and quickly, usually faster than a bank dispute. Opening a chargeback or dispute with your bank before contacting us can delay a resolution and, because Polar is the merchant of record, is handled by Polar rather than by us directly.

Contact us

To request a refund or ask a question about this policy, email hello@customsonggifts.com with your order email address and, if you have it, your order number. We reply within 1 to 3 business days.

Last updated 1 October 2026.