Refund & Cancellation Policy

1. Made-to-Order Product

Each film and poster is produced to order for your specific pet, using compute we begin spending as soon as your order is placed. Because of this, we are generally unable to offer refunds or cancellations for a simple change of mind once an order has been placed.

2. The Storyboard Is Where Changes Happen

Before we film anything, you approve a storyboard: six still frames showing exactly what your trailer will contain. That approval is the point at which the film is settled. If a scene isn’t right, you can re-roll it — see Section 3 — and you can keep going until you are happy to approve, or decline to approve at all.

Because of that, we do not remake or re-film a delivered trailer. The film is made from frames you already saw and approved, and re-filming one costs as much as producing the order again. Changes belong at the storyboard stage, where they are quick and free.

This does not limit your rights under applicable consumer law, and it is not a licence for us to deliver poor work: every shot passes a human quality review before it reaches you, and if something is clearly wrong on our side we will put it right at our discretion.

3. Storyboard Re-Rolls & the Pre-Production Refund

Section 2 explains why changes belong before filming. This section sets out exactly what you get at that stage.

Every order includes two (2) free storyboard re-rolls. A re-roll regenerates one scene as three brand-new takes. The two are a total for the order, not two per scene.

Director’s Cut ($249) additionally includes up to two (2) free revisions to your written treatment before the storyboard is drawn, and one further protection: if you have used both re-rolls and still cannot approve the storyboard, you may end production there, before filming begins, in exchange for a $150 refund. The $99 concept & storyboard fee is non-refundable in that case — it covers the treatment and storyboard work already completed specifically for you, which remain yours to keep.

That refund is only available before you approve the storyboard. Once you approve it, filming begins and the order is final.

Preset Worlds orders have no written-treatment stage and no standing refund window. If you believe something has gone wrong, contact us and we will look at your order individually; where we agree to refund a Preset order before filming has begun, we keep $59 to cover the model training and storyboard work already completed for you, and refund the rest.

4. Non-Delivery

If we are unable to deliver your order for reasons within our control, we will provide a full refund.

5. Physical Items (Printify)

Physical prints and canvases are produced and shipped through our print partner, Printify. If your physical item arrives damaged or defective, we will arrange a reprint and reshipment. In most cases a photo of the damaged or defective item is enough for us to process a reprint, without needing you to return the original item.

6. How to Request

To request a remake, fix, or refund under this policy, email support@marqueetails.com with your order number and a description of the issue.

Last updated: August 3, 2026