Fluff Alive / Refunds

Refund Policy

If the magic misses.

Our promise

Fluff Alive provides a personalised digital video service. If we cannot generate and deliver your video because of a technical or service failure, we will issue a full refund to the original payment method.

Change-of-mind refunds

Once generation has started, payments are generally non-refundable if you simply change your mind, except where a refund is required by applicable consumer law. At checkout, you can request that the digital service starts promptly after payment.

Other payment problems

Duplicate payments and other payment errors will be reviewed and refunded where appropriate. If your video is missing, materially different from what you ordered, or affected by a technical problem, contact us promptly so we can investigate.

Market availability

During the current trial, orders are accepted with a United Kingdom or United States billing address. United Kingdom orders are charged in GBP and United States orders in USD. If a payment is completed with an unsupported billing address or currency, we will not issue a video or gift code and will return the payment to the original method.

How to contact us

Use our contact form and include your order reference if you have one.