Refund & Cancellation Policy

For trade customers of Pro Lab (photographers, studios and album designers). Last updated 20 October 2026.

Every album and book we make is printed to order from your files, for your client. Because it cannot be resold, our policy is simple: no refunds and no cancellations once an order is in production, and a replacement if something is our fault.

1. Cancelling an order

Orders go into production quickly. You can cancel an order within 30 minutes of confirming it, during our working hours (Monday to Saturday, 10:30 AM – 8:00 PM). After that, the order cannot be cancelled or changed.

2. No refunds on custom products

Layflat albums, photo books, covers, designing work and presentation boxes made for your order are non-refundable and cannot be returned, except in the two cases below.

3. Damaged in transit

If a parcel arrives damaged, contact us as soon as possible with photographs of the product and the packaging. Once we have assessed it, we will replace the damaged item. Transit damage is resolved by replacement only, not by refund.

4. Production faults

If there is a fault caused by our printing, binding or finishing, tell us within 2 days of receiving the order, with photographs or details of the problem. If the fault is ours, we will repair or replace the item at no cost.

5. What is not a fault

We print exactly from the files you send. The following are not production faults and are not covered:

• spelling or text errors, and layout or design choices in your files;
• low-resolution or soft images;
• colour that differs from your screen because files were not prepared in sRGB or your monitor is not calibrated;
• content placed too close to the edge or the centre fold, outside our file requirements;
• anything in a proof or design you approved.

6. Proofs and designing service

If we design your album or send you a proof, please check it carefully. Once you approve it, any errors in it become your responsibility.

7. Changes to this policy

We may update this policy from time to time. The version on this page applies to new orders.