Refunds and Delivery

Your order is paid in full at checkout. Your personalised preview will be ready soon. We're putting the finishing touches on Santa's film, and we'll email you the moment yours is ready to watch.

Your preview is a lower-quality copy with an Aussie Santa watermark. Watch your watermarked preview and ask for up to 2 rounds of changes before you approve it. You ask for changes right on your My Santa Videos page, under your preview.

Your clean, full-HD video unlocks at 5am on 20 December, four days before Christmas Eve, so you can download it and choose your perfect moment. With Christmas Countdown the bedtime stories can be downloaded too.

Countdown mornings, lead-ups and bedtime stories each unlock at 5am on their own day, in your family's time zone. Countdown mornings and lead-up shorts are watch-only, with no download.

Watch your watermarked preview and ask for up to 2 rounds of changes before you approve it.

In each round you can tick as many things as you like: swap, remove or reframe a photo, choose a different "I've been told…" line, fix how Santa says a name or how it's spelt on screen, change the family-language greeting, or change the message from someone special.

Santa's story, the elves' scenes and the music stay the same for everyone.

You can ask for a change-of-mind refund any time before you approve your preview. Once you approve it, your order is locked in.

If anything is ever wrong with your video, we'll fix it free, and that never counts as one of your changes.

Nothing here limits your rights under the Australian Consumer Law.

Download links stay open until 31 January 2027, when everything is deleted. Please save your video before then.

Contact contact@aussiesanta.com.au. We reply as soon as we can, usually within a few hours.