Return/Refund Policy

When you place your order with THEDVDHQ you agree to the following return, refund, replacement, or cancellation terms and conditions as part of your contract to purchase from www.thedvdhq.com.

  1. You agree, understand, and consent to our policy that we only replace or refund products you purchase which are “dead on arrival” (DOA) when you receive them. DOA products are products you receive from THEDVDHQ that are damaged or non-functional on arrival and that you discover immediately when you remove them from our original shipped product packaging. DOA products exclude damage that occurs during your unpacking of the product or due to any events you cause, including damage resulting from your equipment or initial use of the product.

In purchasing our products, you understand and agree that you are purchasing, in some cases, products that are not improved to meet updated graphics or video standards and may be old and have defects due to age. THEDVDHQ offers items that are old, rare, and often not restored in any way. Defects in old film are common, and quality is highly subjective. By purchasing, you agree and consent that we will not offer returns or refunds for complaints regarding film quality unless the product delivered is DOA.

  1. You agree, understand, and consent to our policy that requests for return, refund, replacement, or cancellation must be submitted using our online “Contact Us” form or by email. The email address is listed on the Contact Us page of www.thedvdhq.com. Our customer service email address is: thedvdhq@protonmail.com

Upon receipt of your email, our Customer Service will provide you with a return authorization form for completion of your return request.

Completion of our official return authorization form is REQUIRED before you may ship any claimed DOA items back to THEDVDHQ.

You understand and agree that we will not accept returns without a completed return authorization form. Any returns sent without a completed authorization form will be discarded. A partially completed form does not satisfy this requirement. If you have questions regarding the form, please contact us through the Customer Service Contact Us page on www.thedvdhq.com.

  1. You agree, understand, and consent to our policy that in order to return a product under our return, refund, replacement, or cancellation policies, you must pay for shipment of the product back to THEDVDHQ so we may review the return and the associated return authorization form.

You also agree and understand that if we are unable to provide a working replacement after review and acceptance of your return as DOA, we will issue a refund of the product purchase price, provided we have proper payment information. Shipping costs for returns, original shipping charges, and any other related expenses will not be refunded.

  1. You agree, understand, and consent to our policy that we will not accept cancellations, replacement requests, or changes to your order after forty-eight (48) hours from the time your order is placed on www.thedvdhq.com. This includes duplicate orders placed by accident. As of 01/01/26, THEDVDHQ does not contact customers to confirm duplicate orders.

  2. You agree, understand, and consent that if you fail to keep your contact information up to date with Customer Service so that we can contact you, THEDVDHQ will not owe refunds or remediation of any kind.

  3. You agree, understand, and consent that THEDVDHQ is not obligated to issue refunds or address DOA claims submitted more than sixty (60) days after the shipment date.