Every Ellio Media video is either a digital download or made to order just for you, so our refund policy works a little differently from a physical store.
Instant downloads (Scripture Videos and other ready-made videos)
Because digital files can’t be returned, instant downloads are non-refundable once purchased. If your file won’t download, won’t play, or isn’t what was described, contact us within 7 days and we’ll fix it, replace it, or refund you.
Made-to-order videos (Commemorative Films, Memory Videos, Pet Videos)
- Before we start: Cancel within 24 hours of ordering, before work begins, for a full refund.
- After we start: Because each film is created by hand for you, orders can’t be refunded once work has begun.
- Revisions: Each order includes one free round of revisions. Request it within 7 days of delivery.
- Late delivery: If we don’t deliver within 10 business days of receiving your photos, you can request a full refund.
- Our mistake: If the finished video has a technical problem or doesn’t match your order, we’ll fix it at no cost. If we can’t, we’ll refund you.
Business & Marketing Videos
Business videos follow the terms agreed in your quote or order confirmation, including any deposit, revisions, and timeline.
Your photos
By uploading photos, you confirm that you have the right to use them. We use your photos only to create your video.
How to request a refund or revision
Email us at hello@elliomedia.com with your order number. We reply within 2 business days. Approved refunds go back to your original payment method and usually appear within 5–10 business days.