Refunds and failed generations

A failed attempt returns a credit

If generation is confirmed to have failed, the one credit used for that attempt goes back to the same order, once per failed attempt. You can upload a photo and try again without paying. A returned credit is not an automatic cash refund.

Pending or finished videos

A pending video, or one under review, is not yet a confirmed failure. Don’t buy another pack for the same pending video; contact support with your order reference. AI results can differ from your photo and from examples, including faces and outfit details. Another version of a finished video uses another credit.

Request a payment review

For unused credits, duplicate payments, an unresolved failure or a concern about a finished video, email support@victoriasecretvideo.com from your checkout address. Include your order reference and the issue. We review the payment and the work already delivered; a request does not guarantee a refund. Don’t include card details or private links.

Unused credits don’t expire. Finished videos and email links each stay available for 30 days. Rights under applicable consumer law remain unaffected.