Refund policy

Refund & Service Policy

Last updated: July 6, 2026

At Digital Home Video, we handle your memories with the greatest care. This policy explains how cancellations, refunds, and service issues work.

Order Cancellations

You may cancel your order for a full refund any time before your media arrives at our facility. Once your media arrives and digitization begins, orders cannot be cancelled. To cancel, email grantwagner2020@gmail.com with your order number.

Blank, Unplayable, or Damaged Media

If a tape arrives blank, damaged beyond playability, or in a condition that prevents digitization, we will refund the digitization price for that item and return the original to you with the rest of your order. You will never be charged for an item we could not digitize.

Please note: we digitize the content exactly as it exists on your media. Tapes degrade naturally over time, and picture or sound quality in your digital files will reflect the current condition and original recording quality of the tape. Refunds are not provided for quality issues inherent to the source media.

VHS Tapes Over 3 Hours

VHS-family tapes selected as "Standard (up to 3 hrs)" that turn out to contain more than 3 hours of content will have the first 3 hours digitized as ordered. If we spot a discrepancy, we'll reach out before processing so you can choose to upgrade or proceed as ordered. Tapes ordered as "Extended (over 3 hrs)" have the first 3 hours of content digitized per our published service description.

Shipping Your Media to Us

You are responsible for your media until it arrives at our facility. We strongly recommend using a shipping service with tracking and insurance, as we cannot provide refunds or compensation for packages lost or damaged in transit to us.

While Your Media Is In Our Care

We treat every item that enters our facility as irreplaceable and follow strict handling procedures. In the unlikely event an item is lost or damaged while in our possession, our liability is limited to a refund of the digitization fee paid for the affected item(s). By placing an order, you acknowledge that personal media has sentimental value that cannot be insured or reimbursed, and that Digital Home Video's total liability for any order will not exceed the amount paid for that order. If any of your media is truly one-of-a-kind and irreplaceable, we recommend considering whether a local service where you can hand-deliver your items may better suit your needs.

Return Shipping

We ship your originals back to you with tracking. Once a return package is accepted by the carrier, transit is outside our control; if a return shipment is lost, we will assist you in filing a claim with the carrier. Your digital files remain safely available for download regardless of any return shipping issues.

Digital File Delivery

Your files are delivered via a secure cloud download link sent to your email. Download links remain active for 30 daysafter delivery — please download and back up your files promptly. If you have any trouble accessing your files during that window, contact us and we'll make it right at no charge. Link re-issues requested after the 30-day window may not be possible, as files are permanently deleted from our systems.

Quality Concerns

If you believe there was an error in our digitization process — such as missing content that exists on the tape, corrupted files, or incorrect files delivered — contact us within 14 days of delivery. We will re-digitize the affected items at no charge or refund the affected items, at our discretion. Claims made after 14 days cannot be honored, as originals will have been returned and files deleted per our retention schedule.

Chargebacks

We're committed to resolving any issue fairly and quickly — please contact us before initiating a chargeback with your card issuer. Chargebacks filed without first contacting us may result in suspension of your digital file access while the dispute is investigated.

How to Request a Refund

Email grantwagner2020@gmail.com with your order number and a description of the issue. We respond within 2 business days. Approved refunds are processed to your original payment method within 5–10 business days.