Refund policy

Last updated: 3 October 2026

Almost everything we sell is made to your design, in our workshop at Eatons Hill. This policy explains what happens if something is wrong with your order, and when you can and can't return an item.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. If this policy and the law ever differ, the law wins.

2. When we will fix it

Contact us if your order:

• arrives damaged
• is faulty (for example, a cut that is incomplete, engraving that is patchy, or material that cracks or splits in normal use)
• doesn't match the proof you approved or the options you ordered
• isn't fit for a purpose you told us about before you ordered.

Depending on the problem, we will remake or replace it, repair it, or refund you.

• For a major problem, you choose between a refund and a replacement. A major problem is one where you wouldn't have bought the item if you had known about it, or where the item is unsafe or very different from what you approved.
• For a minor problem, we may choose to fix it, remake it or refund you, within a reasonable time.

You may also be entitled to compensation for other reasonably foreseeable loss caused by the problem.

3. Personalised items: no change-of-mind returns

We can't accept returns or give refunds on personalised or made-to-order items just because you have changed your mind. Examples are ordering the wrong size, no longer needing the item, or finding a mistake in wording you supplied or approved.

Personalised items include anything made to your artwork, logo, wording, sizes or label schedule. Items made with our online text stencil builder or label grid are included.

This doesn't affect your rights in section 2 if an item is faulty or isn't what you approved.

Spotted a mistake in your own wording? Let us know straight away. If we haven't started cutting, we can usually fix it at no charge. If it has already been made, we will quote a remake, usually at a reduced price.

4. Ready-made items: change of mind

Ready-made items are products that aren't personalised, such as pre-made coffee stencil designs, road and safety marking stencils, and letter and number sets. If you change your mind about one, you can return it if:

• you tell us within 14 days of receiving it
• it is unused, undamaged and in its original packaging
• you pay the return postage.

We will refund the price of the item once it is back with us. Original shipping isn't refunded for change-of-mind returns.

5. Damaged in transit

If your parcel or item arrives damaged:

1. Take photos of the item and the packaging before you throw anything away.
2. Email info@tinkable.com.au with your order number and the photos.

Please tell us within 7 days of delivery if you can. This helps us claim from the carrier and get a replacement to you faster. If you notice damage later, still contact us. Your rights don't end after 7 days.

6. How to make a claim

1. Email info@tinkable.com.au or call 0418 873 436. Give your order number, what's wrong and photos.
2. We will reply within 2 business days. Usually photos are enough and you won't need to send anything back.
3. If we do need the item back, we will tell you how to return it. We pay return postage for faulty, damaged or incorrect items. If the item is large or heavy, we will arrange collection.
4. We aim to sort out every claim within 7 business days of hearing from you.

If we inspect a returned item and find nothing wrong with it, or the problem was caused by misuse, we will explain why. We may ask you to pay the cost of sending it back to you.

Return address (only after you have contacted us):
Tinkable Pty Ltd, 5 Othello Court, Eatons Hill QLD 4037, Australia

7. When a problem isn't covered

We may not provide a remedy where the problem was caused by:

• a mistake in wording, spelling or sizes that you supplied or approved on your proof
• a limitation we clearly pointed out to you before you ordered, on your proof or the product page (for example, very fine detail that we warned may wear quickly)
• misuse, an accident, or not following the care instructions
• normal wear and tear.

8. Refunds

• Refunds go back to your original payment method, in the currency you paid in.
• We process refunds within 5 business days of approving them. Your bank may take a few more days to show it.
• If you paid for express shipping and we caused the delay, we will refund the express part.

9. Customers outside Australia

Outside Australia, we currently deliver stencils to New Zealand, the United States, Canada and Malaysia.

• Faulty, damaged or incorrect items: contact us first. We will usually remake and reship at our cost based on photos, so you don't have to post anything internationally. If we need the item back, we pay the return postage.
• Change of mind (ready-made items only): returns must be agreed with us before you send anything. You pay return postage and any customs charges on the return.
• Personalised items: no change-of-mind returns, as in section 3.
• Import charges:
  • If we refund a New Zealand, Canadian or Malaysian order because of our error, we will also refund any import charges you paid on delivery, as long as you send us the receipt.
  • US prices already include duties and import taxes.
• Your local laws: you keep any rights you have under the consumer laws of your country, for example New Zealand's Consumer Guarantees Act. This policy doesn't limit them.

10. Products from other makers

Some products, such as self-inking stamp bodies and glassware blanks, come from other manufacturers. You are welcome to contact us about any problem. You don't have to go to the manufacturer yourself.

11. Contact

Tinkable Pty Ltd · ABN 37 694 508 177
5 Othello Court, Eatons Hill QLD 4037, Australia
Phone: 0418 873 436 · Email: info@tinkable.com.au
Monday to Thursday 9am–5pm, Friday 9am–1pm AEST