If your Pro Lab order arrived damaged, defective, or not as designed, raising a replacement request takes 5 minutes and gets resolved fast. Clear photos plus your order number are all we need. Most replacements ship within 3–5 business days of approval.
What you'll need
Before contacting us, gather:
- ✅ Your order number (from confirmation email; format PRO12345678)
- ✅ Clear photos of the issue (see photo guidelines below)
- ✅ A brief description of what's wrong
- ✅ Your registered email or mobile — the one used for the order
Step-by-step replacement request process
Step 1: Take clear photos of the issue
Good photos = faster resolution. Take:
- Overall product photo — the whole item against a plain background, in natural daylight
- Close-up of the issue — zoomed in on the damage, defect, or error
- Multiple angles if it's a 3D issue (binding, cover, frame damage)
- Packaging photo if you suspect transit damage — shows external box condition
Photo tips:
- Use natural daylight (not flash) for accurate colour representation
- Hold the camera steady — in focus only
- No filters or edits — we need to see exactly what you see
- 6–8 photos is plenty — quality over quantity
Step 2: Contact Pro Lab support
Choose your preferred channel:
Send to: support@prolab.in
Subject: Replacement Request – Order [PRO12345678]
Include:
- Order number
- Description of the issue (2–3 sentences)
- Photos as attachments
- Your registered email and mobile
Call: +91 99803 99806
Hours: Mon–Sat, 10 AM – 6 PM IST
Keep your order number and photos ready. You'll be asked to email/WhatsApp the photos after the call.
Visit: prolab.in and click the chat icon
Ideal for: confirming eligibility, asking process questions before submitting a full request
Step 3: We review your request
What happens after you submit:
- Acknowledgement — you'll receive an email confirming we've received your request (usually within a few hours)
- Review — our quality team examines your photos and order history (1–2 business days)
- Decision — you'll be told whether the replacement is approved, or if we need more information
- Action plan — if approved, replacement production starts immediately
Step 4: Replacement is produced and shipped
If your request is approved:
- Production starts immediately — we reuse your saved design (no need to redesign)
- Production time — typically 3–5 business days (often faster for replacements)
- Free re-shipping — sent via the same courier network
- Tracking provided — you'll receive a new dispatch email with tracking link
Step 5: Receive your replacement
Total time from approval to doorstep: typically 5–10 business days, depending on your location.
What we look for when reviewing
Our quality team evaluates:
- Photo evidence — does the issue match the description?
- Order history — was the design approved at checkout? Any flagged warnings ignored?
- Production records — was there an internal quality flag we missed?
- Courier data — any damage indicators in transit?
We're fair, not bureaucratic. Genuine issues are approved quickly; we only push back where the issue clearly traces to a customer choice (e.g. ignoring a red quality warning on a low-res photo).
What happens if your request is denied
If we don't approve a replacement (rare), we'll:
- Explain why in clear language
- Suggest alternatives — e.g. a discount on a reorder, design changes for next time
- Welcome your appeal — if you disagree, share more details and we'll re-review
We never want to disappoint a Pro Lab customer. If there's room to find a fair solution, we will.
Common issues and what to expect
Issue | Typical Resolution | Photos Needed |
Damaged in transit | Free replacement + courier claim | Damage close-up + packaging |
Binding defect | Free replacement | Close-ups of binding issue |
Print streaking/banding | Free replacement | Print close-up under daylight |
Wrong size/product received | Free replacement with correct product | Side-by-side or product label |
Cover damage | Free replacement or cover-only reprint | Cover close-up |
Severe colour issue | Reviewed case-by-case; reprint if confirmed | Print + screen reference photo |
Misaligned design | Free replacement | Full spread or page photo |
What if I waited too long to report?
We recommend reporting within 5 days of delivery for fastest processing, and we accept reports up to 15 days in most cases. Beyond that, contact us anyway — we review every report case-by-case and want to help.
Should I keep the defective item?
Yes — keep it for at least 30 days in case we need additional photos or details during the review. We don't usually require return of the original; it costs more to ship back than to discard.
Tips to avoid replacement requests in the first place
Our most satisfied customers do all of these:
- Heed quality warnings in the editor before ordering (yellow/red alerts)
- Upload original photos, not WhatsApp-compressed copies
- Preview every spread carefully before adding to cart
- Review text for typos — our editor doesn't auto-correct
- Confirm the shipping address at checkout
- Allow extra time during festive seasons
For more on file preparation, see File Resolution & Quality Requirements.
Need help right now?
For urgent replacement requests:
- Phone: +91 99803 99806 (fastest — 10 AM – 6 PM IST, Mon–Sat)
- Email: support@prolab.in (24x7; we respond within 1 business day)
- Live chat: Available on the Pro Lab website
For what's covered and what isn't, see Quality Guarantee & Replacement Policy. For tracking your replacement once shipped, see How to Track Your Pro Lab Order.
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