Refund policy

Last updated: 11 November 2026

Songhearted makes personalised digital songs. There’s nothing physical to return: your song is an MP3 download, made from your answers and delivered as soon as you pay. You hear the start of your song free before you buy, so you know the style, the voice and the feel first. This policy explains when we fix a song and when we refund.

Our 30-day Perfect Song Promise

If we get something wrong, tell us within 30 days of your order. We’ll fix it free. If we can’t fix it, you get a full refund.

What’s covered

A name is wrong. Your pet’s name, nickname or a person’s name you gave us is misspelt in the lyrics, missing, or sung so it’s clearly not their name.
Something you told us is missing or wrong. A detail from your answers isn’t in the song, or it’s sung wrongly.
The full song doesn’t match your preview. It’s a different style, voice or language from the preview you heard.
It’s the wrong kind of song. For example, a memorial song that sounds like a birthday song, or a song from your pet when you asked for a song about them.
There’s a technical fault. The file won’t play or download, it cuts off early, or there’s an obvious glitch in the audio.
Your song doesn’t arrive. You haven’t got your download link within 24 hours of paying.

What’s not covered

Changing your mind, or not liking the style or voice you already heard in the free preview.
How someone reacts to a song you gave them as a gift.
Mistakes in the answers you gave us (for example, a name spelt wrong in the questionnaire) or details you didn’t include. Get in touch anyway: we’ll always try to help.

How to claim

Contact us within 30 days of your order. Include your order number and what’s wrong, ideally with the time in the song (for example, “the name is wrong at 0:42”).
We’ll make you a corrected song, usually within 2 working days. If the first fix isn’t right, we’ll try once more.
If we still can’t get it right, or it can’t be fixed, we’ll refund you in full to your original payment method.

One claim per order. A corrected song replaces the original.

Other refunds

Duplicate orders. If you accidentally bought the same song twice, we’ll refund the extra order.
Songs we can’t deliver. If something goes wrong on our side and we can’t deliver a song you’ve paid for, we’ll refund you in full.

Refunds go back to your original payment method. Depending on your bank, they can take 5 to 10 working days to appear.

Cancelling an order

Your song is digital content, delivered as soon as you pay. If you’re a consumer in the UK or EU, you normally have 14 days to cancel a purchase. For digital content that right ends once delivery has begun, but only if you agreed at checkout that we could deliver straight away and acknowledged that you’d lose the right to cancel. Where you haven’t given that agreement, you can cancel within 14 days of purchase for a full refund.

Before contacting your bank

If something’s wrong, please contact us before raising a dispute or chargeback with your bank or card provider. It’s the quickest way to get it sorted.

Your legal rights

This policy is in addition to your legal rights and doesn’t limit them. Under UK law (the Consumer Rights Act 2015), digital content must match its description, be of satisfactory quality and be fit for purpose. If it isn’t, you’re entitled to a repair or replacement and, if that isn’t possible, a price reduction or refund.