Refund policy

Cancellation and Refund Policy

Last updated: August 2026

Every RocketMotions order is custom digital work, designed or animated specifically for you and delivered by email. Nothing is physically shipped, so there is nothing to send back — this policy explains when an order can be cancelled and when a refund is available instead.

Custom and personalised products are non-returnable by their nature. This policy sets out the circumstances in which we will nevertheless cancel an order or issue a refund.

Cancelling before we start

You can cancel for a full refund at any time before we begin production. Just reply to your order confirmation email and tell us to cancel.

Production begins once we have received the details and files needed to start your order, and work has commenced on it.

Once production has begun

Because the work is custom-made for you and cannot be resold or restocked, orders are non-refundable once production has begun. Delivery of the finished files completes the order.

If we get something wrong

We fix our own mistakes free of charge. If we introduce a typographical error, misspell text you supplied, leave out a detail you sent us, or deliver something other than what you ordered, contact us and we will correct it at no cost.

Please inspect your files as soon as you receive them and contact us promptly if anything is wrong, so that we can evaluate the issue and make it right.

What is not a refund reason

To be clear about what falls outside this policy:

Incorrect details you supplied. Wrong dates, names, prices, spelling or contact information that you sent to us.
A change of mind about content, wording, style, colours or creative direction after production has begun.
Edits to material you supplied. We use your artwork, logos and photographs exactly as sent and cannot retouch, redraw or alter them. This is stated on the product page before you order.
Normal variation in animation output. As described in our Terms of Service, our work is produced using tools whose output includes minor visual variation. This is a characteristic of the medium, not a defect.
Subjective dissatisfaction with creative choices that match the brief you gave us.
Marketing results. We do not guarantee any level of engagement, attendance, bookings or sales.
Delays caused by late or incomplete material from you. The turnaround clock starts when we receive your complete details, not at checkout.

These need a new order rather than a refund.

Same-day slots

If you pay for a guaranteed same-day slot and we fail to deliver same-day, we will refund the difference between the same-day and next-day price for that order. This is your sole remedy for a missed same-day slot.

Multi-order credits

Multi-flyer packs are sold as credits and are valid for 90 days from purchase. Unused credits expire at the end of that period and are not refundable, redeemable for cash, or transferable. If you have not started using a pack at all, you may cancel it for a full refund at any time before the first flyer in the pack enters production.

European Union and United Kingdom customers

If you are a consumer in the European Union or United Kingdom, you normally have 14 days to cancel a distance contract without giving a reason.

This right does not apply to the supply of custom-made or clearly personalised goods, or to services that have been fully performed, where you asked us to begin during the cancellation period and acknowledged that you would lose the right to cancel once the service was complete.

By placing an order and sending us your material so that we can begin work, you expressly request that we start production immediately and acknowledge that you lose your right to cancel once your order has been fully produced and delivered. Until production begins, you may still cancel for a full refund.

Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer law that cannot be excluded or waived — including any right to a remedy where the work is not as described or is not of satisfactory quality.

How refunds are processed

We will notify you once we have reviewed your cancellation or refund request and let you know whether it was approved.

If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@rocketmotions.com.

Before raising a dispute

If something has gone wrong, please contact us first at support@rocketmotions.com. We respond quickly and most issues are resolved the same day. Raising a chargeback before contacting us makes it slower for everyone.