Refund And Return Policy

African Crew Greetings

Last updated: April 04, 2026

At African Crew Greetings, each video greeting is a fully personalized, custom-produced digital product created specifically for you. Because of this, our refund and return policy differs from standard physical product stores. Please read this policy carefully before placing your order.

1. No Refunds on Custom Digital Products

Once production has started on your personalized video, the order is non-refundable. Once your video has been delivered to your email, the order is non-refundable. We do not accept returns as our product is entirely digital.

This is consistent with industry-standard practices for custom personalized digital content and aligns with Article 16(m) of EU Directive 2011/83/EU, which allows exemptions from the right of withdrawal for digital content where performance has begun with the consumer's prior express consent.

2. When We Do Offer a Refund or Free Reshoot

We stand behind the quality of our work. We will provide a full refund or a free reshoot in the following cases:


  • Your video was not delivered within 5 business days of a confirmed standard order, or within 48 hours of a confirmed express order, and we are unable to resolve the issue

  • The video contains a significant error caused by our team — for example, the wrong name, wrong occasion, or wrong crew was used

  • The video file is technically defective (corrupted, audio/video out of sync) and we are unable to provide a corrected version

  • You are an EU or EEA customer who did not consent to immediate production and contacted us within 14 days of purchase before production began

3. EU & UK Customer Rights

If you are located in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days without providing a reason.

However, by placing your order and confirming that you consent to production beginning immediately, you expressly waive this right of withdrawal, as permitted under Article 16(m) of EU Directive 2011/83/EU for digital content not supplied on a tangible medium.

If you do not wish to waive this right, please contact us at info@africancrewgreetings.com before completing your order. In that case, production will not begin until the 14-day withdrawal period has expired, and your delivery may take longer.

4. Reshoot Policy

If your video contains an error caused by our team, we will produce a free reshoot at no additional cost. To request a reshoot:


  1. Email us at info@africancrewgreetings.com within 7 days of receiving your video.

  2. Include your order number and a clear description of the issue.

  3. We will review your request and, if approved, begin production on your corrected video within 2 business days.

5. How to Request a Refund

If you believe you qualify for a refund under Section 2, please contact us:


  • Email: info@africancrewgreetings.com

  • Subject line: Refund Request — Order #[Your Order Number]

  • Include your order number, the reason for your request, and any relevant details


We will review your request and respond within 3 business days. Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

6. Order Cancellations

You may request to cancel your order before production has begun by contacting us immediately at info@africancrewgreetings.com. If your video has already entered production, cancellation may not be possible as work has already commenced.

7. Order Modifications

If you need to correct details in your order — such as a name or message — please contact us as soon as possible at info@africancrewgreetings.com with your order number. We will do our best to accommodate changes before production begins. We cannot guarantee modifications once production has started.

8. Contact

If you have any questions about this policy, please contact us:


African Crew Greetings

Email: info@africancrewgreetings.com

Website: africancrewgreetings.com