Returns &
Refunds

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

1 · Photographic & instant film

Film is final sale for change-of-mind returns and exchanges — opened or unopened.

This covers 35mm, 120, 220, sheet and 110 film, other photographic film, and Instax Mini, Wide and Square and other instant or light-sensitive photographic media.

The reason is practical: film is 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 something's wrong with the film itself, talk to us.

2 · Other retail products

Ordinary non-film merchandise can be returned for change of mind within 14 calendar days. 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.

Approved change-of-mind refunds 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;
• 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.