Refund Policy

Every ceremony is personalized and filmed by hand, and we want it to be perfect. This policy explains when and how you can cancel, get a reshoot, or receive a refund.

1. Our 14 day satisfaction promise

If anything isn’t right with your order, whether a misspelled engraving caused by us, a video that doesn’t match what you ordered, or a technical problem with your files, tell us within 14 days of delivery and we will, at your choice:

• Reshoot your ceremony with a corrected padlock, free of charge, or
• Refund your order in full.

2. Cancelling before the ceremony

You can cancel for a full refund at any time before your padlock is engraved and your ceremony is filmed. Email us as soon as possible at lockedinparis.contact@gmail.com with your order number. Ceremonies are usually filmed within 48 hours of the order.

3. After delivery

Because each ceremony is a personalized service filmed specifically for you, we can’t offer “change of mind” refunds once your video and certificate have been delivered, except as described in our 14 day promise above. If a mistake in the engraving comes from the information you submitted, we will still do our best to help, usually with a discounted reshoot.

4. How to request a refund or reshoot

• Email lockedinparis.contact@gmail.com with your order number and a short description of the issue.
• We reply within 24 hours.
• Approved refunds are issued to your original payment method within 5 to 10 business days, depending on your bank.

5. A note on chargebacks

Please contact us before opening a dispute with your bank. We resolve almost every issue faster (and more generously) directly.

See also our Terms of Service and Privacy Policy.