Refund Policy

Refund Policy

Effective Date: 01/09/2025
 

At Open Lab, we take pride in providing high-quality film processing and scanning services. Each order is handled with care, and due to the nature of our work — where services are custom and materials are often irreplaceable — we are unable to offer refunds in all circumstances.

However, we understand that mistakes can happen, and we’re committed to making things right wherever possible. Please read the following refund policy carefully:

1. Damaged or Lost Film

In the rare event that your film is lost or damaged while in our care, we will:

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• Offer a full refund for the processing cost of the affected roll(s), and

• Provide compensation (e.g., replacement film and/or gift vouchers) at our discretion, based on the circumstances.
   

We realise we cannot refund the value of the images themselves, as these are irreplaceable and subjective in value.

2. Issues with Processing or Scanning

If you believe there has been an error in the way your film was processed or scanned, please get in touch within 7 days of receiving your files or negatives. We’ll assess the issue and may offer:

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• A re-scan or re-processing of the roll(s), if possible

• A partial or full refund if a clear processing error occurred on our part

• An explanation if the issue appears to be related to the film stock, camera, or exposure (which we can’t take responsibility for).

3. Change of Mind

We are unable to offer refunds for change-of-mind once your film has been received and processing has begun.

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If you drop film into our dropbox and later decide to cancel, please contact us immediately at info@open-lab.com.au — if processing has not yet started, we may be able to cancel your order and return the film.