Returns &
Refunds

Effective · July 30, 2026 · Last updated · October 13, 2026

1 · Film, photographic paper & film-loaded cameras

These are final sale. They are non-returnable and non-exchangeable — opened or unopened.

This covers 35mm, 120, 220, sheet and 110 film, other photographic film, instant film — Instax mini, SQUARE and WIDE, and Polaroid i-Type, 600 and SX-70 — darkroom photographic paper (black & white and colour), disposable or single-use cameras and any other camera sold loaded with film, and other light-sensitive photographic media.

Please check compatibility before ordering. Film bought for a camera or format it doesn't fit can't be returned or exchanged. Each instant film product page lists the cameras it fits and the ones it doesn't, and we're glad to check your camera with you before you buy.

The reason is practical: film and paper are affected by storage, temperature, handling and environmental conditions after it leaves us, so we can't reliably accept it back into saleable inventory. A roll that's spent a warm week in a car is no longer the roll we sold.

This rule is about changing your mind. It doesn't limit rights or remedies that may apply where a product is defective, not as described, or where applicable law otherwise provides a remedy. If we sent the wrong item, or it arrives damaged or faulty, contact us and we'll put it right.

2 · Other retail products

Other retail products can be returned or exchanged for change of mind within 14 calendar days, in store or by mail. The clock runs from:

• purchase — for in-store purchases;
• pickup — for pickup orders;
• delivery — for shipped orders.

To be eligible, items should be unused, unopened, in original condition and packaging with any included components, and supported by your original receipt or a purchase we can verify from your customer or order history.

To return or exchange in store, bring the item to the lab at the address in section 7. To return by mail, send it to the same address with your order number.

Restocking fee. A voluntary change-of-mind return or exchange carries a restocking fee of 10% of the amount you paid for the returned item — after discounts, before tax and shipping. It doesn't apply where an item is defective, not as described, sent in error or damaged in transit; those are handled as described in section 1 and section 4. New return and exchange terms apply to orders placed after this policy update is published; earlier orders retain the terms in effect at purchase.

Approved refunds are issued within 14 calendar days of our receiving the returned item, and normally go back to the original payment method. Original outbound shipping and the cost of returning an item for a voluntary change-of-mind return generally aren't refundable, unless we agree otherwise or applicable law requires it.

Product packaging, label design, batch appearance or colour may vary from photographs unless a specific characteristic is stated as part of the product description.

3 · Change-of-mind exclusions

The following generally aren't eligible for voluntary change-of-mind refunds, except where applicable law provides otherwise:

• photographic and instant film, darkroom photographic paper, and disposable or other film-loaded cameras;
• opened ordinary retail products;
• special orders;
• products clearly marked final sale;
• gift cards, subject to applicable law;
• services already performed — developing, scanning, printing;
• used memberships;
• completed self-scan sessions and completed bookings;
• custom work;
• event tickets, subject to the event-specific cancellation terms disclosed at purchase.

Being on this list means you can't return it because you changed your mind. It doesn't remove statutory remedies where a product or service is defective or not as described.

4 · Service errors & corrections

If you believe we've made an error with your developing, scanning, printing or handling, contact us as soon as reasonably possible after you discover it, so we can investigate effectively. Please include:

• your order number;
• a description of what you're seeing;
• supporting photographs or files where useful.

Where we determine the issue was caused by us, we'll review the circumstances in good faith and work with you toward a fair resolution — which might mean correcting the work, re-scanning, reprinting, re-performing the service where possible, a refund or partial refund, replacement film or product, store credit, or another reasonable solution we agree on. What fits depends on what happened.

See Liability for the fuller explanation.

5 · Issues not caused by Graination

Some things that affect a set of images arrive with the film or happen outside the lab — camera and exposure problems, loading errors, light leaks, expired or damaged film, X-ray exposure in transit, or storage before it reached us. Normal technical and aesthetic variation between scanners, monitors, printers and papers sits in a similar place.

These generally aren't service failures, and aren't a basis for a refund on that ground. But tell us anyway — identifying the cause is part of the service, and if it turns out we were involved, section 4 applies. Nothing here limits rights or remedies that can't legally be waived.

6 · Chargebacks & payment disputes

• If there's a problem with an order, please contact us first — most things are quicker to fix directly.
• If a chargeback is filed for a completed service or delivered product, we may provide order records, communication history, service records and pickup or download records to the payment provider.
• Fraudulent, abusive or bad-faith disputes may result in refusal of future service, to the extent permitted by law. This doesn't affect your right to raise a genuine dispute with your payment provider.

7 · Contact

Questions about returns or refunds:

• Graination Inc.
• BSMT-204 Spadina Ave, Toronto, ON M5T 2C2, Canada
• contact@graination.ca · (647) 426-1277

This page explains returns and refunds. The full Terms & Conditions cover all orders.