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Return Policy

Last updated: March 27, 2026

We understand that there may come a time to return a purchase and we aim to make the returns process as simple as possible.

If you’re looking to return or exchange your order, we offer returns within 30 days of purchase. You can return your product for a different product.

Conditions of Return

All services described in the accepted quote are covered under a warranty for 30 days following delivery of a finished order. If you discover a problem with any service The Companies provided, or are unhappy with the completed order in any way, you understand the need to contact The Companies within 30 days. Within that time frame, the services described are 100% guaranteed and The Companies will work to resolve problems to your satisfaction, and replace or repair files and storage media in question, and will return those items to you for no charge. If you do not contact The Companies within 30 days of receiving your finished project, you understand that this guarantee is null and void. You understand the project files may be deleted from our storage after 30 days, and that after files are deleted, charges would apply to create the files anew. You are responsible for returning any damaged / defective merchandise. Because of the ease of duplication of digital media, you understand that The Companies do not issue refunds. You also understand that the quality of your final product is limited by the quality of your originals.

Return Process

To return an item, email us at customerservice@memorywise.com with your Order Number and return reason and our support team will be happy to assist you with the next steps.

You will be liable for any return shipping charges.

Refunds

After receiving your item/s and inspecting the condition, we will process your refund or exchange. Please allow at least 30 days from the receipt of your item/s for your return to be processed.

Questions

For questions relating to our returns policy, please contact us at customerservice@memorywise.com

Here are the reasons to consider capturing your film in 2K or HD instead of SD:

  • Film predates pixels and lines of resolution. The image on film is generated when one or more layers of a random pattern of silver halide crystals react to light, and are retained or washed away and replaced by dyes in the developing process.The image detail generated by this process can appear anywhere on the surface of the film.
  • The more lines of resolution we scan with, the more of this random placement of image detail is captured and converted to pixels. Standard definition (SD) captures 720x480 pixels of detail, high-definition (HD) captures 1920x1080 pixels of detail, and 2K captures 2560x1440 pixels of detail.
  • Sometimes, scanning with more lines captures more of the “grain” of the film, or the crystals that remain on the surface of the film. The grain is more obvious in film that was produced with larger crystals (R8), and less obvious in film that was produced with smaller crystals (S8, 16mm). For some R8 film, scanning in SD softens the detail of the grain making it less disruptive to the image.
  • These days, with HD, 2K and 4K viewing environments - and larger and larger screens - more, smaller pixels is always better because the smaller pixels provide more detail and a smoother image as the image is enlarged to a big-screen.

SD can never reproduce the full image detail on a film frame because SD video has a fixed pixel pattern with a density of 720x480 pixels, and the pixels that make up the image are always in the same place from one video frame to the next. But film has a random grain pattern, and the image created by the grains of crystals is in a totally different place from one film frame to the next. These random grains each carry a bit of the detail that make up the complete picture and, at running speed, the random grains overlap each other on the retina of your eye to significantly increase the amount of apparent detail. This is called “accumulative resolution”. If you transfer your 8mm home movies to SD video, even with the very best SD camera, your detail will be limited by the coarse, fixed pixel pattern inherent in SD video. Of course, HD and 2K have a fixed pixel pattern, too, but the number of pixels are so great and the pattern is so insignificant, that HD and 2K are like a fine silk stocking compared to the burlap weave of SD. 

Our high definition (HD) film capture offers resolution gains of 667% over a standard definition (SD) capture (more than 6 times better). Our HD capture is not a mere up-conversion from an SD source. Our HD film capture equipment uses a high definition image sensor to take in 5 times the square pixels per frame of film that our SD machine is not capable of picking up. For 8mm films the HD image sensor generates greater than 4000 pixels per inch. Thus, the accumulative resolution effect found in film can be more readily seen in an HD transfer than in an SD transfer.