Personalised products

Each With Love in Song order is created specifically for the customer using their stories, memories and preferences. A completed personalised song cannot normally be resold or supplied to another customer.

This means that cancellation and change-of-mind rights may become limited once production of your personalised song has begun.

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Cancelling before production begins

If you cancel your order before we have started creating your song, we will normally provide a full refund.

Please contact Alex.mcmillan@essential-appointments.com as quickly as possible and include your order number.

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Cancelling after production begins

If you expressly requested that production begin during a statutory cancellation period and then cancel before your song is completed, we may deduct a reasonable amount for work already undertaken, where permitted by law.

Once a personalised song has been completed and supplied following the legally required consent and acknowledgement, a change-of-mind refund may no longer be available.

 

Problems with your song

If your delivered song is faulty, materially incomplete or significantly different from the information and requirements agreed in your order, please contact us within 14 days of delivery.

After reviewing the issue, we may offer:

• A correction or revision.

• A replacement audio file.

• A reduction in price.

• A full or partial refund where appropriate.

Personal dislike of a reasonable creative choice—such as the melody, arrangement or vocal style—will not normally be considered a technical fault. However, we will work with you using the revisions included within your chosen package.

 

Customer errors

Refunds are not normally provided when:

• Incorrect or incomplete information was supplied in the questionnaire.

• You change your mind about the selected genre or style after production has begun.

• You request an entirely new song outside the original brief.

• Delivery failed because you supplied an incorrect email address and we remain able to resend the song.

• You failed to complete the required questionnaire or respond to reasonable requests for additional information.

Reasonable corrections may still be available according to the terms of your purchased package.

 

Duplicate payments

Any confirmed duplicate payment will be refunded in full.

 

Refund processing

Approved refunds will be issued to the original payment method.

Although we will process approved refunds promptly, your bank or payment provider may take approximately 5–10 working days to display the money in your account.

 

Statutory rights

This Refund Policy does not affect your statutory consumer rights.

Digital content and services must still be supplied as described, be of satisfactory quality and perform as reasonably expected.

 

Contacting us

Refund requests should be sent to [EMAIL ADDRESS] and include:

• Your full name.

• Your order number.

• The date of purchase.

• A brief explanation of your request.

• Details of any problem with the delivered song.

 

Consent to begin production

Where required, customers will be asked to confirm the following when placing an order:

I request that work on my personalised song begins immediately. I understand that once production has begun, my cancellation rights may be reduced and, once the completed digital song has been supplied, I may lose my right to cancel where permitted by law.