Yesterday Memories
Last updated: March 2026
We want you to be happy with our service. This policy explains how refunds and returns work for our tape digitisation service. Your rights under Australian Consumer Law always apply, and nothing in this policy limits those rights.
Your Rights Under Australian Consumer Law
Under the Australian Consumer Law, you are entitled to certain guarantees when purchasing services. Our services come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the service provided again or receive a refund if the service fails to be of acceptable quality and the failure does not amount to a major failure.
Our Commitment
We digitise your tapes with professional care and equipment. Every tape receives the same standard of service regardless of your order size or pricing tier. If something goes wrong on our end, we will make it right.
Situations Where We Will Provide a Refund
Tapes we cannot digitise
If a tape is too damaged, degraded, or mouldy to digitise safely, we will not charge you for that tape. If you have already paid, we will refund the cost of any tape we are unable to process. We will always contact you to discuss before making this decision.
Quality issues caused by our process
If the digitised output has defects that are attributable to our equipment or process — not to the condition of the original tape — we will re-digitise the tape at no charge. If the issue cannot be resolved, we will refund the cost of that tape.
Orders cancelled before processing
If you cancel your order before we have started digitising your tapes, you will receive a full refund. If digitisation has already begun, we will charge for any tapes already completed and refund the remainder.
Non-delivery of files or tapes
If we fail to deliver your digital files or return your original tapes within a reasonable timeframe, and cannot resolve the issue promptly, you are entitled to a refund.
Situations Where Refunds Do Not Apply
Pre-existing tape condition
Many tapes we receive are decades old and have been stored in less-than-ideal conditions. Picture noise, colour fading, audio dropout, brief static, and other artefacts are characteristics of the original recording and the natural ageing of magnetic tape. These are not defects in our service. We capture what the tape contains — faithfully and completely — but we cannot restore detail that no longer exists on the tape.
Change of mind
Because digitisation is a service performed specifically for you and cannot be "returned" in the traditional sense, we do not offer refunds for change of mind once digitisation has been completed. However, if you are unhappy for any reason, please contact us — we will always do our best to find a fair resolution.
Return of Your Original Tapes
We return your original tapes with every order, regardless of outcome. If a tape could not be digitised, it is still returned to you. Return postage within Australia is included in your order price. Your tapes are your property and will always be returned to you.
Delivery Media Issues
If a USB drive or DVD we supply is faulty or unreadable, we will replace it at no charge. Please contact us within 14 days of receiving your order if you experience any issues with your delivery media.
How to Request a Refund
If you believe you are entitled to a refund, please contact us with your order details and a description of the issue. We aim to respond within two business days and resolve all refund requests promptly and fairly.
- Email: hello@yesterdaymemories.com
- Website: yesterdaymemories.com/contact-us
Our Promise
We started this business because we believe family memories matter. If you're not happy, we want to know about it — and we will always treat you fairly. We would rather give a refund and keep your trust than argue over a technicality.
