Returns Policy
Returns & exchanges policy
Return and exchange conditions
We accept returns and exchanges, whether or not the item is defective, when you contact us within 30 days of delivery. Returns and exchanges for customer reasons (change of mind, ordering mistakes) are accepted only for unopened, unused items in new condition. Because temperature control is critical to film, paper, and chemistry, opened items cannot be returned for customer reasons. Damaged, incorrectly shipped, or defective items are accepted even if opened.
- Contact us within 30 days of delivery
- For customer reasons, items must be unopened and unused
- Damaged, wrong, or defective items are accepted even if opened
- Reach us through the return request page, by replying to your order confirmation email, or via the contact form
Exchanges
We accept exchanges. Contact us within 30 days of delivery and we will arrange an exchange for the same item or one of equal value. If the replacement is out of stock, we switch to a full refund. For customer-reason exchanges, return shipping is paid by the customer.
How to return an item
Returns are accepted by mail (including courier services). After you contact us we will provide the return address; please use a trackable shipping method. We do not issue prepaid return labels, and return shipping is paid by the customer (Neo Analog Lab pays it for damaged, incorrectly shipped, or defective items).
Restocking fee and return shipping
We charge no restocking fee (¥0). Return shipping is paid by the customer.
| Cost item | Paid by |
|---|---|
| Restocking fee | Free (¥0) |
| Return shipping (customer reasons) | Customer |
| Return shipping (damaged, wrong, or defective) | Neo Analog Lab |
| Refund transaction fees | Neo Analog Lab |
Damaged, wrong, or defective items
If an item arrives damaged, is clearly the wrong product, or has a manufacturing defect, contact us within 30 days of delivery. After confirming the situation we will arrange a replacement or a full refund. Return shipping in these cases is paid by Neo Analog Lab.
Refund method and timing
After the returned item arrives and passes inspection, we refund to your original payment method (credit card, etc.) within 5 days. Depending on your card issuer, the refund may take 1-2 billing cycles to appear.
Items that cannot be returned
- Opened film, photographic paper, or chemistry returned for customer reasons
- Processing orders once developing or scanning has started
- Items damaged or soiled while in your care
- Items more than 30 days after delivery
Frequently asked questions
- Is there a restocking fee?
- No. We charge no restocking fee; the only cost you bear is the return shipping.
- Who pays for return shipping?
- For customer-reason returns and exchanges, return shipping is paid by the customer. Neo Analog Lab pays it for damaged, incorrectly shipped, or defective items.
- Can I exchange an item?
- Yes, we accept exchanges. Contact us within 30 days of delivery. If the replacement is out of stock, we switch to a full refund.
- When will I receive my refund?
- Within 5 days after the returned item arrives and is inspected, refunded to your original payment method.