I am more than happy to replace or refund as appropriate. But before you contact me, please take a look at the following:
1) My DVD is scratched!
All discs are carefully inspected before passing on to customers.
But if yours is damaged for any of the usual reasons (dog got it, cat got it, cocky got it, kids got it, tried to fit 2 DVDs in one slot, got a bit of grit in the tray with the DVD, etc) - and please, if you have a new and creative method of scratching a DVD, please let me know so I can add it to this list - at the end of the day, I want you to see the DVD - Whatever the story, please check with me and I'll see what I can do to replace it for you for no more than the postage cost.
2) My DVD doesn't play properly!
OK, now you have my undivided attention. Around 0.1% of DVDs sold (that's 1 in a 1000) report "no play" errors. It can be simply stuck on a particular menu item, or even worse, a "bad disc" message right up front.
99% of the time it is the player I'm afraid. Initially it may appear to be the disc (ie all your other discs are fine, it's just this one). However, all your other discs are probably single layer - standard movie length discs don't need to be anything else. But to fit the amount of stuff that I do on a single disc requires dual layer technology. Dual layer discs need just that little bit extra laser power to penetrate the layers. If the player has had a lot of use or is several years old, then the laser is starting to weaken (this happens with ALL players over time), and problems will first be noticed on dual layer discs. Before too much longer, other discs will start to "fail". But it's not the discs, it's the player.
Which means if I send you another disc, it too will fail - you won't be happy and nor will I.
So could you please try the disc in another player or two, and in a PC if you can. If it's OK in other machines, then there's no point sending a replacement disc - it still won't work in your player. In this case either you need to get a new player (you only need to spend about $45 at Harvey Norman), or ask me for a refund. Take care when trying other players that you don't try players that are just as old as the first one!
If the disc doesn't work in other players either, then it's a dud, and I need to replace it. (Very rare, just one out of several thousand so far, but nevertheless possible.) In this case it would help if you could tell me the make model and age of your player.
After reading the above and carrying out apropriate tests, if it still looks like replacement/refund is warranted, please let me know:
Ultimately, I'd love you to get to watch the DVDs.
Cheers
Sid