Refund policy
Returns, Refunds & Limits of Liability
At Contact Photo, we take great care in handling every roll of film, negative, print, and order entrusted to us. Because our services involve custom photographic processing and irreversible work, the following policies apply to all orders.
By submitting film, digital files, prints, or other materials to Contact Photo, you acknowledge that you have read and agree to the policies below.
All Sales Are Final
Due to the custom nature of film processing, scanning, printing, and other photographic services, all sales are final.
Once an order has been processed, scanned, printed, or otherwise completed, we cannot offer returns, exchanges, or refunds except as expressly stated in this policy.
Customer Responsibility
Customers are responsible for:
- Selecting the correct processing, scanning, and printing options.
- Clearly indicating any special instructions, including push or pull processing, before development begins.
- Properly packaging film shipped to our lab.
- Ensuring digital files submitted for printing are final and suitable for production.
- Backing up all digital files after delivery.
Contact Photo is not responsible for image quality issues resulting from:
- Improper exposure
- Camera or lens malfunction
- Light leaks
- Expired or improperly stored film
- Airport X-ray or CT scanner damage
- Manufacturing defects
- Improper loading or rewinding
- Water, heat, mold, or environmental damage
- Any condition existing before materials arrive at our lab
Shipping & Mail-In Orders
Customers are responsible for securely packaging all items shipped to Contact Photo.
Contact Photo is not responsible for film, negatives, prints, or other materials that are lost, stolen, delayed, or damaged while in transit to or from our facility. Once an order has been accepted by a shipping carrier, responsibility for the shipment rests with the carrier.
Customers requesting additional protection for return shipments may purchase shipping insurance when available.
Damage Caused by Contact Photo
Although extremely rare, if Contact Photo determines that original photographic materials were damaged due to an error during processing or handling by our staff, our liability is limited to:
- A refund of the processing and/or scanning fees paid for the affected order; and
- A store credit equal to the current retail replacement cost of the damaged, unexposed film.
Because photographs are unique and often impossible to recreate, Contact Photo cannot compensate for the artistic, sentimental, editorial, historical, or commercial value of lost or damaged images.
Limitation of Liability
To the fullest extent permitted by law, Contact Photo’s total liability for any claim relating to an order shall not exceed:
- The amount paid for the affected services; and
- The replacement value of the original unexposed film or photographic materials.
Under no circumstances shall Contact Photo be liable for indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to:
- Lost photographs or memories
- Lost business opportunities
- Lost profits or income
- Emotional distress
- Loss of artistic or commercial value
- Costs incurred due to missed deadlines or publication dates
Scanning
Every scan is individually reviewed; however, slight variations in color balance, density, contrast, cropping, framing, sharpening, grain rendering, or dust spotting are a normal part of the scanning process and are not considered defects.
If you believe a scanning error occurred, please contact us within 14 days of receiving your files so we can review the issue.
Printing
Printed photographs may appear different from images viewed on uncalibrated monitors due to differences in display technology, color spaces, ambient lighting, and paper characteristics.
Minor color and density variations are considered normal and are not grounds for refunds or reprints.
If Contact Photo determines that a print contains a production defect caused by our printing process, we will reprint the affected item at no additional charge.
Negative & Original Film Storage
Completed negatives, slides, and other original photographic materials are held for 30 days after your order is completed.
Customers are responsible for retrieving or arranging return shipment of their originals within this period.
Orders not claimed within 30 days may be securely discarded or recycled without further notice. Contact Photo assumes no liability for materials left beyond the storage period.
Digital File Retention
Completed scans and other digital deliverables are stored on our servers for 60 days after delivery.
Customers are responsible for downloading and backing up their files.
After 60 days, digital files may be permanently deleted without notice and may not be recoverable.
Unidentified & Abandoned Orders
Orders received without sufficient customer information or that cannot reasonably be matched to an order will be held while reasonable efforts are made to identify the owner.
If an order remains unclaimed or cannot be identified after 90 days, Contact Photo reserves the right to dispose of the materials.
Materials We May Decline
To protect our staff, equipment, and other customers’ work, Contact Photo reserves the right to refuse or discontinue processing of materials that are:
- Leaking chemicals
- Mold contaminated
- Wet or improperly dried
- Severely deteriorated
- Hazardous or unsafe to handle
- Likely to damage processing equipment
Any fees associated with inspection or return shipping remain the customer’s responsibility.
Turnaround Times
Published turnaround times are estimates and are not guaranteed.
Delays may occur due to equipment maintenance, unusually high order volume, supply shortages, shipping delays, weather events, or other unforeseen circumstances.
Force Majeure
Contact Photo shall not be liable for delays or failure to perform services resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, fire, flooding, power outages, equipment failure, labor disputes, government actions, cyber incidents, shipping carrier delays, or other events outside our control.
Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law principles.
Any dispute arising from services provided by Contact Photo shall be resolved in the state or federal courts located in Kings County, New York, and customers consent to the jurisdiction of those courts.
Acceptance of Terms
By submitting film, digital files, prints, or other materials to Contact Photo, you acknowledge that you have read, understood, and agree to these Returns, Refunds & Limits of Liability.