01
How we think about this.
Film work has variables outside the lab: age, storage, exposure, camera issues, light leaks, and chemistry history before the film reaches us.
When the issue is our mistake, we work to correct it. When the issue comes from the source material, we explain what happened and what options remain.
02
Cancellations.
Orders can usually be cancelled before production work starts. Once processing, scanning, printing, shipping, or special handling begins, cancellation may not be available.
Contact us as soon as possible with the order number if a cancellation is needed.
03
Quality issues we caused.
Rescan
Scanning correction
If a scan issue is caused by our workflow, we can usually rescan or correct delivery.
Reprint
Print correction
If a print is defective because of production error, we will remake it where possible.
Refund
Case by case
Refunds are considered when correction is not practical or appropriate.
04
Damaged, lost, or pre-existing issues.
We handle film carefully, but film can arrive with latent damage, light exposure, mold, remjet issues, camera scratches, or age-related failure.
Liability for film and irreplaceable originals is limited. Do not send material if the risk of loss is unacceptable.
Need Review?
Send the order number and issue.
Include examples, screenshots, or photos where relevant so we can inspect the problem quickly.
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