Refund policy

Refunds and returns policy

At Memory Lane, we take great care in handling your originals and delivering high-quality digital results. Because our services are customised and involve labour-intensive work, refunds are generally not available once scanning or restoration has commenced. However, we always aim for complete satisfaction and will work with you to resolve any issues promptly.

Change of mind or cancellation

If you need to cancel your order before work has started, we’ll happily refund your deposit, less any collection or handling fees already incurred. Once scanning or restoration has begun, cancellations are not eligible for a refund.

Quality concerns

If you are not satisfied with the quality of your scans or digital files, please contact us within 14 days of receiving your gallery or digital delivery. We will review the issue and, where appropriate, offer:

• A re-scan or correction at no additional charge; or
• A partial refund if we are unable to resolve the issue to your satisfaction.

Damaged or missing originals

We take all reasonable care when handling customer materials. However, by submitting originals to Memory Lane, you acknowledge that damage or loss, while unlikely, may occur. Memory Lane is not liable for loss or damage resulting from circumstances beyond our control, including but not limited to fire, theft, water damage, or other unforeseen events.

In the event that damage or loss occurs while the originals are in our possession, we will work with you to reach a fair and reasonable resolution. You understand and accept that some items may not be replaceable and that the digital scanning process is intended to help preserve your images should your originals ever be lost or damaged.

Gift shop products

Products ordered through the Memory Lane Gift Shop are custom-made to order. We cannot offer refunds for change of mind, but we will replace or refund items that arrive damaged, defective, or incorrect. Please notify us within7 days of receiving your order, with photos if possible.

Contact us

If you have any questions or concerns about your order, please reach out to us at info@memorylaneimages.com.au. We’re here to help and want you to love your experience with Memory Lane.