Pro Lab stands behind every order with a quality guarantee — we promise premium materials, professional printing, careful quality inspection, and secure packaging on every single product. If something arrives damaged, defective, or not as designed, we make it right at no cost to you.
Our promise
Every Pro Lab order is:
- Printed on premium materials — Fujifilm Crystal Archive for silver halide, Epson Ultrachrome HD for giclée, archival-grade paper and canvas
- Quality-inspected before dispatch — every photo book, every print, every frame is visually checked by a team member
- Securely packaged — multi-layer protection with bubble wrap, rigid mailers, and reinforced boxes
- Dispatched only when ready — we never rush quality to meet a deadline
What's covered under the replacement policy
You're eligible for a free replacement if your order arrives with any of these issues:
✅ Eligible cases
- Damaged in transit — visible damage, dents, tears, broken corners, water damage
- Printing defects — banding (visible lines across the print), streaking, colour mottling, scratches on the print surface
- Manufacturing defects — binding issues (pages falling out), uneven trimming, cover delamination, misaligned cover photos
- Wrong product received — you ordered a 12x18" photo book but received an 8x12" one
- Quality clearly below standard — colours dramatically off (not minor screen-vs-print variance), severely soft prints on high-resolution source photos
- Item doesn't match your approved design — photos in wrong places, missing pages, text errors that weren't in your design
❌ Not eligible
Replacement is generally not applicable for:
- Quality issues from low-resolution source photos — if the editor flagged a yellow/red warning and you proceeded, the resulting softness is expected
- Colour expectations where file/screen differed from print — minor variance between your screen and the printed product is normal (see Print Colours Look Different from Screen)
- Change of mind — custom-made products cannot be returned for buyer's remorse
- Errors in your design — typos, wrong photos selected, wrong dates entered, etc. that you approved at checkout
- Damage caused after delivery — mishandling, accidents, exposure to water/heat after you received the order
- Normal wear over years — albums are durable but not indestructible
Why custom-made products have different rules
Unlike off-the-shelf retail, every Pro Lab product is made specifically for you based on:
- Your chosen size, cover, paper
- Your photos, in your chosen layout
- Your text, captions, and personalisation
This means we can't restock returned items or resell them. We can only replace items where the issue is genuinely on our side — printing, manufacturing, or shipping defects.
Timeframe to report issues
- Report within 5 days of delivery for fastest resolution
- Up to 15 days is generally accepted for most issues
- Beyond 30 days — contact us anyway; we'll review case-by-case
Provide clear photos of the issue with your order number for quick processing.
What we do when we replace
If your request is approved:
- No questions of cost to you — free replacement, free re-shipping
- Same specifications — same size, cover, pages, paper as your original order
- Same design — we reuse your saved project; no need to rebuild
- Faster production — replacement orders are typically expedited
- Tracking provided for the replacement shipment
What you should do with the original (defective) item
We generally don't require return of the original defective item — keep it or dispose of it. The cost of return shipping usually exceeds the cost of the item, and our quality team relies on your photo documentation for diagnosis.
In rare cases involving high-value items or potential courier liability claims, we may ask you to retain the original for 30 days.
Our commitment beyond replacements
For cases where a straightforward replacement isn't the right solution, we work with you to find a fair outcome:
- Partial refund for minor issues that don't warrant a full reprint
- Discount on next order as a goodwill gesture
- Free upgrade on a replacement (e.g. signature cover instead of hardcover)
- Custom solution for unusual circumstances
Our goal is your satisfaction — because we want you to order again, refer friends, and trust Pro Lab for milestones to come.
How to raise a replacement request
See our dedicated guide: How to Raise a Replacement Request
Need help?
- Email: support@prolab.in (include order number + photos)
- Phone: +91 99803 99806 (Mon–Sat, 10 AM – 6 PM IST)
- Live chat: Available on the Pro Lab website
For the step-by-step replacement process, see How to Raise a Replacement Request.
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