Returns & Refunds
Last updated: January 2025
Our Commitment
We stand behind our work. If something goes wrong with your order, we'll make it right.
Each disc is custom-made and verified before shipment. Because of the personalized and irreversible nature of our archival service, refunds are evaluated case-by-case and issued at our discretion.
When We Offer Refunds
Full Refunds Available
- • Your disc is physically damaged during shipping
- • Verified burn error or checksum mismatch within 7 days of delivery
- • We fail to fulfill your order as agreed (missing disc, wrong content)
- • Order cancelled before file processing begins*
*Minus payment processing fees (typically 3.5%)
Refunds Not Guaranteed
- • You change your mind after processing begins
- • You approved the file snapshot and later request changes
- • You submitted corrupted or unreadable files
- • Normal disc wear after extended use
Order Cancellation
Before Processing Starts
Orders may be cancelled for a full refund minus payment processing fees (typically 3.5%).
Processing begins once we start downloading your files, usually within 1-2 business days of order confirmation.
After Processing Starts
Cancellation may result in partial charges for work completed.
Contact us to discuss your specific situation and available options.
How to Request a Return or Refund
1. Contact Us
Use our support form and select "Order or Disc Issue" from the category dropdown
2. Provide Details
Include your Order ID, Disc ID (if available), and describe the issue in detail
3. Follow Instructions
We'll provide return instructions if needed and guide you through the process
💡 Include These Details
- • Order ID or confirmation number
- • Disc ID (found on the disc label)
- • Detailed description of the problem
- • Photos of any physical damage (if applicable)
- • When you received the disc
Return Shipping & Processing
Return Shipping
Our Fault: We provide prepaid return label
Other Issues: Customer covers return shipping
Recommendation: Use trackable shipping with insurance
Processing Time
Email Response: Within 1 business day
Refund Processing: 3-5 days after evaluation
Replacements: Processed immediately upon approval
Warranty & Limitations
All discs are tested for readability before shipping. If your disc arrives damaged or unreadable, contact us within 7 days and we'll work to make it right.
Our liability is limited to re-burning your disc or refunding the original service fee. While M-DISC is built for long-term durability, all physical media can be affected by handling, environmental conditions, or age.
💡 We strongly recommend keeping backup copies of any critical data.
Need Help?
Our support team typically responds within 1 business day. For order or disc issues, make sure to include your Order ID and Disc ID.
For complete terms and conditions, see our Terms of Service.