1. Returns and Cancellations

Since TGV video gifts are custom-made digital content, we do not accept returns or cancellations after an order has been confirmed.

However, we will offer corrections or re-sending in the following cases:

• The delivered video differs from the order details.
• The video file is corrupted or cannot be played.

If you encounter any issues, please contact us at

info@tokyogreetingvideo.com

 within 7 days of receiving your video.

2. Handling of Damaged or Unplayable Files

We conduct a thorough quality check before delivery. However, if you experience any of the following issues, we will promptly provide support:

• The video file is damaged or cannot be played.
• The video link is invalid or has expired.

In such cases, we will reissue a new download link or provide a corrected version of the file.

Please note that email settings may sometimes prevent our emails from being received. If you do not receive your video, please check your spam folder before contacting us.

3. Refund Eligibility

A refund may be considered only in the following cases:

• A technical issue on our end prevents us from delivering the service.
• An error on our part results in an order not being processed correctly.

We do not accept refund requests due to personal reasons, such as:

• A change of mind.
• An order placed by mistake.
• The video not meeting subjective expectations.

4. Refund Process

If a refund is approved, we will process it using the same payment method within 10 business days.

Refund processing times may vary depending on your credit card company or payment provider.

If you do not receive your refund within 15 business days, please contact us at 

info@tokyogreetingvideo.com

5. Support & Contact Information

For inquiries regarding returns and cancellations, please contact us at:

Email: 

info@tokyogreetingvideo.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (JST)