Refund policy

Thank you for choosing Sketch Commerce Live. Because our work is fully customized, performed by real talent, and requires significant pre-production and production time, all purchases made through our Shopify store are subject to the policy below.

1. All Sales Are Final

Because our services involve custom creative work, actor scheduling, studio time, script development, and production costs that begin immediately, all sales are final and non-refundable.

We do not offer refunds for:

  • Change of mind

  • Creative preference differences

  • Internal team changes on the client side

  • Delays caused by missing client assets, product shipping delays, or lack of feedback

  • Content performance on paid or organic marketing platforms

  • Brand or product strategy pivots after purchase

Once a service is purchased, the project is considered booked and production resources are allocated.

2. Cancellations

If you need to cancel your project for any reason:

  • Cancellations are not eligible for refunds.

  • If notified at least 7 days before the scheduled shoot or production date, we will do our best to accommodate a reschedule (subject to availability).

  • Cancellations within 7 days of a scheduled shoot cannot be rescheduled due to talent and studio commitments.

3. Rescheduling Policy

If you need to reschedule:

  • You must notify us at least 7 days in advance.

  • Rescheduling is not guaranteed and depends on talent availability, studio time, and production calendar.

  • A rescheduling fee may apply if additional resources are required.

If you reschedule multiple times or provide incomplete assets repeatedly, we may decline further rescheduling.

4. Delivery Issues

If you believe there is an issue with your deliverables (e.g., incomplete files, technical export issues, wrong file format), you must notify us within 5 business days of receiving them.

We will correct any technical errors or provide files in the proper format at no additional cost.

This does not include:

  • Creative changes

  • New concepts

  • Additional footage

  • Re-shoots

  • Storyline changes

Those items fall outside of the original purchase and will require an additional fee.

5. Missing Brand Assets or Products

We may not begin production until we receive all required items, including:

  • Product samples

  • Brand guidelines

  • Talking points or disclaimers

  • Scripts or notes required by your compliance team

Delays caused by missing or late items:

  • Do not qualify for refunds

  • May delay your delivery timeline

  • May require rescheduling the project

If product samples never arrive, the project will be placed on hold, or we may shoot content using the assets and deliverables we have. Refunds are still not available.

6. Revisions

Revision rounds vary based on the package purchased. Your product page lists the number of revisions included.

Revisions do not include:

  • Re-shoots

  • New scripts, characters, or concepts

  • Brand pivots made after production begins

Additional revisions may be purchased at the rates listed on our website or quoted by our team.

7. What If Sketch Commerce Needs to Cancel?

In rare cases (e.g., illness, weather, technical issues, or actor emergencies), Sketch Commerce Live may need to reschedule your shoot.

If we cannot reschedule within a reasonable timeframe, we will issue a full refund.

This is the only scenario where refunds are provided.

8. Contact

If you have any questions about this policy, contact us at:

Sketch Commerce Live
Email: sketchcommercelive@gmail.com