Refund & Cancellation Policy

All products sold by MustCustomize are personalized digital songs created specifically for each customer and delivered by email as a digital file. No physical product will be shipped.

Cancellations

We begin working on personalized orders shortly after they are placed. If you wish to cancel your order, please contact us as soon as possible at hello@mustcustomize.com.

A full refund may be issued if production has not yet begun. Once we have started creating your personalized song, the order cannot normally be canceled or refunded because it is being made specifically for you.

For customers who have statutory cancellation rights, cancellation requests and refunds will be handled in accordance with applicable law.

Returns and Exchanges

Because our songs are personalized digital products, they cannot be physically returned or exchanged.

Once production has begun or the completed song has been delivered, we do not accept returns or offer refunds for a change of mind, personal preference, or circumstances unrelated to the quality or accuracy of the delivered product, except where required by law.

Problems With Your Song

Please review your song after receiving it. If you receive the wrong file, the file is corrupted or cannot be opened, or the song contains a material error caused by us, contact hello@mustcustomize.com within 30 days of delivery.

We will review the issue and, when appropriate, correct or resend the song at no additional cost. If we are unable to resolve a qualifying issue within a reasonable time, we may provide a partial or full refund as required by applicable law.

Creative and Subjective Preferences

Personalized songs involve creative interpretation. Differences in personal taste regarding the voice, melody, musical arrangement, lyrics, or overall style do not automatically qualify for a refund, provided that the completed song reasonably reflects the information and selections submitted with the order.

Customer-Provided Information

Customers are responsible for reviewing all names, dates, pronunciations, relationships, stories, and other personalization details before submitting an order.

We are not responsible for errors resulting from incorrect, incomplete, or unclear information provided by the customer. Changes requested after production has begun may require an additional fee.

Email Delivery Issues

Completed songs are delivered to the email address provided during checkout as a digital file attachment.

Customers are responsible for providing a valid and accurate email address. If you do not receive your song, please check your spam or junk folder before contacting us. If necessary, we will resend the delivery email at no additional charge.

Refunds

If a refund is approved, it will be issued to your original payment method. Processing times may vary depending on your bank, credit card company, or payment provider.

Contact Us

If you have questions about a cancellation, delivery issue, correction, or refund, please contact us at:

hello@mustcustomize.com

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.