Our Commitment to You
At Reliabletrader, we are committed to providing high-quality digitization services and ensuring your complete satisfaction. We understand that when you entrust us with your precious memories, you expect nothing less than excellence. This Return Policy outlines our procedures for returns, refunds, and satisfaction guarantees.
Due to the unique nature of digitization services, which involve custom work performed on your specific materials, our return and refund policies differ from those of standard retail transactions. Please read this policy carefully to understand your rights and our obligations.
Return of Original Materials
Standard Return Process
We return your original materials after completing the digitization process. Your original VHS tapes, photographs, negatives, slides, documents, and other materials will be carefully repackaged and shipped back to you using insured shipping methods. Return shipping is included in our standard service pricing unless otherwise specified.
Return Timeline
Original materials are typically shipped within 3-5 business days after digital delivery has been confirmed and payment has been received in full. We retain your materials for up to 30 days after project completion to allow for any quality concerns to be addressed. After 30 days, unclaimed materials may be disposed of at our discretion after reasonable attempts to contact you.
Shipping Methods
We use reputable shipping carriers with insurance and tracking for all return shipments. Standard return shipping uses ground services, which typically take 5-7 business days for delivery within the continental United States. Expedited shipping options are available at an additional cost if you require faster delivery of your original materials.
Satisfaction Guarantee
Quality Assurance
We stand behind the quality of our work. If you are not satisfied with the quality of your digital files, please contact us within 14 days of receiving your order. We will work with you to address any concerns and, if necessary, re-process your materials at no additional charge.
What Our Guarantee Covers
Our satisfaction guarantee covers issues related to our workmanship, including:
- Technical errors in the digitization process that result in corrupted or unplayable files
- Missing content that was present on the original media but not captured during digitization
- Significant quality issues that could have been prevented through proper technique
- Incorrect file formats or specifications that do not match what was ordered
- Color correction or enhancement issues on orders that included these services
What Our Guarantee Does Not Cover
Due to the nature of analog media, certain quality issues are beyond our control. Our satisfaction guarantee does not cover:
- Pre-existing damage or deterioration on the original media that affects the final digital quality
- Quality limitations inherent to the original recording method or equipment used to create the original media
- Blank or erased portions of tapes where no recordable content exists
- Color fading, distortion, or damage that occurred prior to digitization
- Scratches, dust marks, or other physical damage visible on original photographs that is faithfully reproduced in the scan
Refund Policy
When Refunds Are Available
We offer refunds in the following circumstances:
- Cancellation before processing begins: If you cancel your order before we have begun processing your materials, you will receive a full refund minus any shipping costs we have incurred.
- Unprocessable media: If we are unable to extract any usable content from your media due to severe damage, you will receive a refund for that item minus a nominal evaluation fee.
- Quality issues due to our error: If quality problems are determined to be the result of errors in our process that cannot be corrected through reprocessing, you may be eligible for a partial or full refund.
When Refunds Are Not Available
Refunds are generally not available in the following situations:
- After digital files have been successfully delivered and downloaded
- For quality issues that existed on the original media prior to digitization
- Due to change of mind after services have been completed
- For materials that arrive at our facility damaged due to improper packaging by the customer
Refund Process
To request a refund, please contact us within 14 days of receiving your order. Provide your order number and a detailed explanation of the issue. Our team will review your request and respond within 3-5 business days. If approved, refunds are processed to the original payment method within 7-10 business days.
Cancellation Policy
Before Processing
You may cancel your order at any time before processing begins by contacting us via phone or email. If your materials have not yet been processed, you will receive a full refund minus any shipping costs already incurred. Your original materials will be returned to you.
During Processing
If you request cancellation after processing has begun, you will be charged for any work completed up to that point. Partial refunds will be calculated based on the percentage of work remaining. Rush fees and expedited shipping fees are non-refundable once processing has begun.
After Completion
Orders cannot be cancelled after digital files have been delivered. At this point, any concerns should be addressed through our satisfaction guarantee process as described above.
Damaged or Lost Materials
Material Damaged in Transit to Us
If your materials arrive at our facility damaged due to shipping, we will document the damage, notify you immediately, and work with you to determine the best course of action. We strongly recommend using sturdy packaging and insured shipping when sending materials to us.
Material Damaged During Processing
While extremely rare, if materials are damaged during our processing, we will notify you immediately, document the damage, and work to recover as much content as possible. In such cases, we will refund the fees for the affected items and may provide additional compensation based on the circumstances.
Lost Materials
We maintain strict chain-of-custody procedures to prevent loss of materials. In the unlikely event that materials are lost while in our possession, we will conduct a thorough investigation, file insurance claims as applicable, and provide compensation up to our insured limits.
Dispute Resolution
If you have concerns about your order that cannot be resolved through our standard customer service channels, we encourage you to reach out to our management team. We are committed to finding a fair resolution to any dispute. Most issues can be resolved through direct communication.
For disputes that cannot be resolved through negotiation, both parties agree to pursue resolution through binding arbitration in accordance with the rules of the American Arbitration Association, with proceedings to be held in Lincoln County, North Carolina.
Changes to This Policy
We reserve the right to update this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the new policy. We encourage you to review this policy periodically for any updates.
Contact Us
If you have any questions about this Return Policy or need to initiate a return or refund request, please contact us:
Reliabletrader
204 E Main St, Ste 2, Lincolnton, NC 28092, USA
Phone: +1 (704) 732-1984
Email: connect@reliabletrader.world
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, to assist you with any concerns.