Delivery & Dispatch services

Unfortunately, we cannot be held responsible for delayed or lost orders once in the hands of our third-party delivery services. We cannot be held responsible for delays and lost orders.

Although we will always try to assist customers in locating deliveries, it is the responsibility of the customer to consider the arrangements for taking receipt of orders at their delivery address. It is the responsibility of the customer to ensure that there is a responsible person available to accept delivery at the specified shipping address. The Grainworks cannot be held responsible for orders being accepted by the wrong individuals. This is especially important if your delivery address is a shared building.

None of the delivery methods are guaranteed or refundable.

We’re unable to insure negatives, slides or prints and it is the Customers’ sole responsibility to provide independent insurance cover for possible loss or damages incurred during delivery of negatives, slides, digital files and other similar materials.

Our turnaround times for scanning, printing, and dispatching orders fluctuate depending on our workload and the lead times advertised by us are target times only. If you have an urgent order or deadline, please contact us and we will do our best to accommodate for these, however, this can still not be guaranteed. We reserve the right to vary service times and accept no liability for failure to comply with quoted times resulting in any loss, direct or indirect.

Delivery from customers to The Grainworks

Customers who send film to us via ANY postal method, do so at their own risk. The customer is responsible for ensuring that the correct postal charges are covered and a secure method of delivery has been chosen. We cannot be held accountable for any items that do not arrive at our location/s. We are not responsible for locating any such items with any delivery partners. The customer understands the risks of sending any items to us via any third-party delivery companies and assumes responsibility for any such service decisions.

In the unlikely event of any dispute of an item’s delivery (between the customer and The Grainworks) to any of our locations, proof of delivery will be required before any further action can be taken.

Damaged Goods

In the unlikely event that your order arrives damaged, please notify us within 3 working days so we can arrange a replacement where possible. Before a replacement is sent out we would need to see evidence of the damage (pictures via email) or the full order returned to us. Please note cutting negatives to fulfil your order is not damaging the negative / image.

We take all reasonable care to ensure that the customers film/s are handled with the utmost care and attention. In the unlikely event of loss or damage while in our possession, whether caused by negligence or otherwise, liability is limited to the cost of an equivalent amount of unexposed film and refund of any processing charges paid. We cannot be held liable for any loss, damage or delay to your work which might be caused by our third party delivery services.

It is impossible for The Grainworks to assess the value of original film supplied by the customer and the charges made for our services do not reflect or incorporate unlimited liability. Customers should notify ourselves of any work of special value and advise us accordingly. All orders for scanning and printing are accepted on the basis that their value does not exceed the cost of any equivalent new and unprocessed material.

Refund Policy

If we are unable to fulfill the whole of a customer order, customers will be refunded in full. If we can only partially fulfill an order, customers will be refunded for the services/items we’re unable to fulfill. 

We do not offer any refunds for delayed or lost orders. Refunds will be issued via the original method of payment.

Cancellation / Edit Order Policy

Due to the speed of our servers and production we do not offer cancellations. Once an order has been placed it is not possible to retract or edit any order.