1. Why our policy is different
Only You Records creates bespoke music from the personal story, names, memories, preferences, photographs and recordings supplied for a particular recipient. Once production starts, time and creative work are committed specifically to that order and cannot normally be resold to another customer.
2. Before production starts
If you want to cancel, contact hello@onlyyourecords.com immediately. If we have not begun personalised production and you have a legal or contractual right to cancel, we will process any refund due to you.
3. Once personalised production has started
We do not provide a discretionary refund merely because you change your mind, no longer need the gift, dislike a subjective creative choice, or supplied incorrect/incomplete information after production has begun.
Where you have expressly asked us to begin providing the service during a statutory cancellation period, the legal consequences of a later cancellation depend on the circumstances and applicable consumer law. Where permitted by law, you may be required to pay for the proportion of the service already supplied. A statutory cancellation right may cease once a service has been fully performed where the legal requirements for early performance and acknowledgement have been met.
4. Faults or failure to match the agreement
“No change-of-mind refunds” does not mean “no legal remedies.” If the service or digital content is faulty, materially not as described, or has not been supplied with the standard required by law, you may have rights to repeat performance, repair/replacement, a price reduction or refund depending on the circumstances.
Contact us promptly and give us a reasonable opportunity to investigate and, where appropriate, put the problem right.
5. Customer-supplied errors
Please check names, spellings, pronunciations, dates, relationships and other important details carefully. We are not responsible for errors that accurately reproduce incorrect information you supplied or approved. Any remake required solely because of customer-supplied errors may be chargeable.
6. Revisions
Where your package includes Story Check™ or an included revision, we will provide that within the stated scope. Additional creative changes beyond the included revision allowance may require an additional fee, which we will agree with you before carrying out the extra work.
7. Streaming distribution
A streaming release cannot be guaranteed on every platform. Distributor or platform review, rejection, processing time or policy changes are outside our direct control. We will take reasonable steps to address issues that are within our control, but a platform's refusal alone does not automatically entitle a customer to a full refund where the personalised music and other contracted services have been properly supplied.
8. Approved refunds
Where we agree or are legally required to provide a refund, it will be made without undue delay and in accordance with applicable law, normally to the original payment method.
9. How to request help
Email hello@onlyyourecords.com or use our Contact form. Include the email address used to order, recipient name, package and a description of the issue.
10. Statutory rights
Nothing in this policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under UK consumer law.