Refund policy

Refund, Return, and Service Policy

At BG Film Lab, we take great care in processing film and fulfilling every order. Film is a delicate and sometimes unpredictable physical medium, so this policy explains what customers can expect if an issue occurs.

Nothing in this policy limits any rights or remedies that cannot legally be limited or excluded.

Film Processing Services

Processing Sales Are Final Once Processing Begins

Film-processing orders may be canceled for a refund before processing begins. Once processing has begun, the service cannot be canceled, returned, or refunded merely because a customer changes their mind or is dissatisfied with the photographic results.

Completed processing services are generally nonrefundable except as specifically stated in this policy or as otherwise required by law.

Blank Roll Guarantee

We stand behind our processing and our customers.

If a processed roll is completely blank, meaning that no visible photographic images are produced anywhere on the roll, we will issue store credit equal to the processing price charged for that roll. The credit may be applied toward the processing of another roll by BG Film Lab.

This guarantee applies regardless of the reason the roll is blank, including camera malfunction, loading errors, exposure problems, or other causes outside our control. However, the guarantee applies only when the entire roll contains no visible photographic images. Rolls containing even one visible image, partial image, frame, or recoverable photographic exposure do not qualify as completely blank.

Unless BG Film Lab agrees otherwise, the Blank Roll Guarantee covers the processing charge only. It does not cover the original cost of the film, cameras, travel, events, reshoots, shipping, or any other incidental expense.

Film Damaged or Lost While in Our Care

If BG Film Lab determines that film was lost or physically damaged while in our possession as a direct result of an error by BG Film Lab, our responsibility will be limited, to the maximum extent permitted by law, to the remedy described below:

  • Store credit or a refund equal to the processing charges paid for the affected roll

Because undeveloped film and the images it may contain are unique and cannot be assigned a reliable monetary value, BG Film Lab cannot insure or guarantee the value of any images, memories, events, travel, professional work, or other content that may be recorded on the film.

BG Film Lab is not responsible for film that was damaged, fogged, exposed, contaminated, deteriorated, improperly stored, incorrectly loaded, previously processed, or otherwise compromised before it arrived at our lab.

Photographic Results and Image Quality

By submitting film to BG Film Lab, the customer acknowledges that photographic results depend on many circumstances outside the lab’s control, including (but not limited to):

  • Camera operation and condition;
  • Lens condition;
  • Film loading and advancement;
  • Exposure settings;
  • Lighting conditions;
  • Underexposure or overexposure;
  • Light leaks;
  • Accidental film-door opening;
  • X-ray or radiation exposure;
  • Film age and expiration;
  • Heat, moisture, mold, chemical contamination, or improper storage;
  • Previous handling or attempted processing; and
  • The inherent characteristics and limitations of the selected film stock.

BG Film Lab does not guarantee that submitted film will contain images or that resulting images will meet any particular standard of sharpness, color, exposure, grain, contrast, composition, resolution, or artistic quality.

Minor dust, grain, color variation, frame-edge irregularities, scanning differences, and other characteristics inherent to analog photography are not necessarily evidence of a processing error.

Scanning and Digital File Delivery

Customers are responsible for downloading and safely backing up their digital files before any stated download-link expiration date.

After scans have been delivered, BG Film Lab may retain digital files temporarily as a courtesy, but we do not guarantee permanent archival storage or future file recovery. Unless otherwise stated, the customer is responsible for creating and maintaining their own backups.

A temporary interruption or file-delivery issue does not by itself qualify for a refund if BG Film Lab can reasonably provide replacement access to the completed scans. An expired delivery link does not qualify for a refund.

Negatives

Customers should inspect returned negatives promptly after delivery. Negatives that are not returned because the customer selected a disposal or no-return option cannot later be recovered.

BG Film Lab is not responsible for negatives after they have been delivered to the address provided by the customer or otherwise transferred to the customer or the customer’s designated recipient, except as otherwise required by law.

Shipping Film to BG Film Lab

Customers are responsible for securely packaging and shipping film to BG Film Lab.

We strongly recommend using a trackable shipping service and retaining the tracking number and shipment receipt. BG Film Lab is not responsible for packages that are lost, delayed, misdirected, stolen, exposed to damaging conditions, or damaged before confirmed delivery to our lab.

A tracking label or mailing receipt does not establish that BG Film Lab received the package. Film is considered in our possession only after it has been delivered to and accepted at our designated receiving address.

If a customer uses a prepaid label supplied by BG Film Lab, the carrier remains responsible for transportation of the package. Providing a label does not mean BG Film Lab has taken physical possession of the film before delivery.

Processing Claims

Customers must contact BG Film Lab within seven calendar days after receiving their scans, negatives, or other completed order materials if they believe an issue resulted from an error by BG Film Lab.

The claim should include:

  • The customer’s name and order number;
  • A description of the issue;
  • The affected roll or product;
  • Relevant photographs, scan examples, packaging photographs, or other supporting information; and
  • Any available shipping or tracking information.

Customers must preserve the affected film, negatives, products, packaging, and shipping materials while a claim is being reviewed. Discarding relevant materials may prevent BG Film Lab from investigating or verifying the claim.

BG Film Lab reserves the right to inspect the relevant negatives, film, files, products, and packaging and to attempt reasonable corrective action before determining whether a refund, replacement, re-scan, reprocessing service, or store credit is appropriate.

Submitting a claim does not automatically guarantee approval.

Film, Camera, and Accessory Purchases

Final-Sale Merchandise

Because photographic film is light-sensitive, temperature-sensitive, perishable, and cannot always be verified as unopened or properly stored after delivery, film purchases are final sale and are not eligible for return or exchange due to:

  • A change of mind;
  • Accidental ordering;
  • Buyer’s remorse;
  • Preference for another film stock, speed, format, or quantity;
  • Incompatibility that was accurately disclosed in the product listing; or
  • Film that has been opened, loaded, exposed, refrigerated, frozen, improperly stored, or otherwise handled after delivery.

Unless a product listing states otherwise, cameras and accessories are also final sale and are not returnable merely because the customer changes their mind.

This final-sale policy does not eliminate remedies that may apply when BG Film Lab ships an incorrect item or when merchandise arrives damaged or is materially defective.

Product Descriptions

BG Film Lab makes reasonable efforts to describe merchandise accurately and in good faith. Product photographs may be representative, and packaging designs, expiration dates, manufacturing batches, or minor cosmetic details may vary unless a particular characteristic is expressly guaranteed in the listing.

Customers are responsible for reviewing the complete product description, film format, exposure count, ISO, process type, camera compatibility, quantity, and other listed specifications before ordering.

Incorrect, Damaged, or Defective Merchandise

Customers must inspect merchandise promptly after delivery.

If an order contains the wrong item, arrives damaged, or contains a product that appears materially defective, the customer must contact BG Film Lab within seven calendar days after delivery.

The customer should provide:

  • The order number;
  • A description of the problem;
  • Photographs of the product;
  • Photographs of the shipping box and packaging;
  • The product’s batch, lot, serial, or expiration information when available; and
  • Any other information reasonably needed to evaluate the claim.

Customers must retain the product and all original packaging until the claim is resolved. BG Film Lab may require the product to be returned before issuing a replacement or refund and will provide return instructions when applicable.

After reviewing and verifying an approved claim, BG Film Lab may provide, as appropriate:

  • A replacement of the affected item;
  • A refund for the affected item to the original payment method;
  • Store credit, when accepted by the customer; or
  • Another remedy required by applicable law.

Normal characteristics of photographic film—including grain, color rendition, exposure latitude, packaging variation, and results caused by cameras, processing, storage, shipping conditions, airport scanners, or customer handling—do not by themselves establish that film was defective when sold.

Used, Vintage, or Special-Condition Products

Any product described as used, vintage, expired, untested, open-box, cosmetically imperfect, or sold “as is” is sold subject to the condition and limitations disclosed in its product listing.

Condition issues that were clearly disclosed before purchase are not grounds for a return. This provision does not apply when an item is materially different from its description or when otherwise prohibited by law.

Order Cancellations

Customers may request cancellation before an order has been processed or shipped. Cancellation requests are not guaranteed because fulfillment may begin shortly after an order is placed.

If an order has already shipped, it cannot be canceled.

BG Film Lab may cancel an order because of inventory errors, pricing errors, suspected fraud, payment problems, shipping restrictions, or other circumstances that prevent fulfillment. If BG Film Lab cancels an unshipped order, the amount paid for the canceled items and any applicable shipping charges will be refunded to the original payment method.

Shipping Merchandise to Customers

Customers are responsible for providing a complete and accurate shipping address at checkout. BG Film Lab is not responsible for delays or delivery problems caused by an incomplete or incorrect address provided by the customer.

Customers should contact us immediately if an address correction is needed. Address changes are not guaranteed after an order has entered fulfillment.

Shipping promotions, including free or discounted shipping, may be subject to order-value thresholds, eligible products, geographic limitations, maximum discount amounts, available services, and other terms displayed at checkout.

Delivery dates are estimates unless BG Film Lab expressly states otherwise. Carrier delays occurring after shipment are outside our direct control.

If an order cannot be shipped within the timeframe stated at purchase—or, when no timeframe was stated, within the period required by applicable law—we will provide any required delay notice and cancellation or refund option.

Lost, Stolen, or Damaged Outbound Packages

Customers should notify BG Film Lab promptly if tracking shows unusual delay, damage, or delivery when the package cannot be located.

BG Film Lab may require the customer to:

  • Confirm the shipping address;
  • Check with household members, neighbors, building management, or the local carrier office;
  • Provide photographs of damaged packaging;
  • Complete carrier claim documentation; or
  • Cooperate with a carrier investigation.

BG Film Lab will review each case based on the tracking history, shipping service, delivery evidence, insurance coverage, and applicable law.

A package marked delivered by the carrier is not automatically eligible for a refund or replacement. However, this provision does not limit any customer rights that apply under law or through the customer’s payment provider.

Refund Method

Approved refunds will generally be issued to the original payment method. Processing times after issuance depend on the customer’s bank or payment provider.

Store credit may be offered when specifically provided by this policy or accepted by the customer. Store credit is not redeemable for cash except where required by law.

Original shipping charges and return-shipping charges are nonrefundable unless the refund results from an error by BG Film Lab or unless otherwise required by law.

Limitation of Liability

To the fullest extent permitted by law, BG Film Lab’s total liability arising from any order, product, or service will not exceed the amount the customer paid BG Film Lab for the specific affected product or service.

To the fullest extent permitted by law, BG Film Lab will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including the loss of photographs, memories, opportunities, income, profits, business, travel expenses, event expenses, replacement photography, or emotional value.

These limitations do not apply to liability that cannot legally be waived or limited.

Policy Misuse and Refusal of Service

BG Film Lab may deny a claim when available information reasonably indicates fraud, material misrepresentation, alteration of evidence, repeated abuse of the policy, or failure to cooperate with a reasonable investigation.

BG Film Lab reserves the right to refuse or discontinue service, cancel future orders, or restrict purchasing privileges when reasonably necessary to protect customers, employees, business operations, or the integrity of our services.

Any refusal of service will remain subject to applicable law and will not be based on a legally protected characteristic.

Policy Changes

BG Film Lab may update this policy periodically. The policy in effect at the time an order is placed will generally govern that order, except when a later change is required by law or is more favorable to the customer.

Questions and Contact

Questions or claims concerning an order or this policy should be submitted through the contact information provided on the BG Film Lab website.

Please include your name, order number, and a clear description of the issue so we can assist you efficiently.