Terms of service

Last updated: 3 October 2026

These terms explain how buying from Tinkable works: quotes, proofs, payment, making your order, delivery, and what happens if something goes wrong. Please read them before you order. If anything is unclear, ask us. We would rather answer a question than sort out a misunderstanding later.

Your rights under the law come first. Nothing in these terms takes away or limits your rights under the Australian Consumer Law, or under the consumer laws of the country you live in. Where these terms say "to the extent the law allows", that is what we mean.

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1. Who we are

Tinkable Pty Ltd (ABN 37 694 508 177) ("Tinkable", "we", "us").

• Workshop: 5 Othello Court, Eatons Hill QLD 4037, Australia
• Phone: 0418 873 436
• Email: info@tinkable.com.au
• Hours: Monday to Thursday 9am–5pm, Friday 9am–1pm AEST. Closed weekends and Queensland public holidays.

"You" means the person or business placing the order.

2. What these terms cover

These terms apply to everything you buy from us. That includes orders through our online store at tinkable.com.au and custom work we quote by email.

They work together with:

• our Refund and Returns Policy
• our Shipping Policy
• our Privacy Policy

If a written quote we send you says something different from these terms, the quote applies to that order.

3. Your consumer rights in brief

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.

In short: if what we make is faulty, isn't what you approved, or isn't fit for a purpose you told us about, we will fix it. Section 10 and our Refund and Returns Policy explain how.

Because almost everything we sell is made to your design, we don't offer refunds for a change of mind (see section 9).

4. How ordering works

4.1 Ordering from our online store

You can buy ready-made products and some custom products (for example, items made with our online text stencil builder or label grid) directly through checkout.

Your order is accepted when we send you an order confirmation email. Before then, we can decline an order. If we decline it, we will refund anything you have paid in full.

4.2 Custom work by quote

For logos, artwork and other custom jobs:

1. You send us a request with your details and any artwork.
2. We send you a written quote by email. It includes an invoice with a secure payment link.
3. When you pay the invoice, you accept the quote and these terms, and we have a contract.
4. We prepare your design and send you a proof to approve (see section 6).
5. We make your order only after you approve the proof.

A quote is valid for 30 days from the date we send it, unless the quote says otherwise. After that, we may need to re-quote, for example if material prices have changed.

4.3 How we write quotes and replies

We use an AI tool to help draft some emails and quotes. A member of our team checks every quote and reply, and sends it personally. Our Privacy Policy explains how this works and how to ask us not to use it for your messages.

4.4 Mistakes in a quote or price

We check our prices carefully, but mistakes can happen.

• If we notice an obvious error before your order is accepted, we will correct it and tell you.
• If we notice an obvious pricing error after you have paid, we will contact you. You can choose to pay the correct price or cancel and get a full refund. We won't charge you more without your agreement.

5. Prices and payment

• Australia: prices are in Australian dollars and include GST. We issue a tax invoice with every order.
• Overseas: if you shop from New Zealand, the United States, Canada or Malaysia, you will see prices in your local currency (NZD, USD, CAD or MYR). Overseas prices don't include Australian GST, because exports are GST-free. See section 13 and our Shipping Policy for import duties and taxes.
• Shipping is shown separately at checkout or on your quote. Our Shipping Policy lists our minimum shipping charges.
• Payment is made through Shopify Payments. We don't see or store your full card details.
• No surcharges. We don't add a fee for paying by card.
• Your price is fixed once you have paid. We won't change the price of an order you have already paid for, except as set out in section 4.4 or if you change the order (section 9).

6. Artwork, design preparation and proofs

6.1 What we do to your artwork

A stencil, cut part or engraving is not a print. To make your design work as a physical product, we may need to:

• add bridges (small connecting strips) so the centres of letters such as O, A and 8 don't fall out
• thicken lines or gaps that are too fine to survive cutting, handling or cleaning (our minimum bridge width is 1.8 mm)
• convert shading, gradients or photos into solid shapes
• resize your design to fit the product, sheet or label you have chosen
• tile large designs across several sheets with registration marks.

Cost. Artwork preparation is included in the price we quote. There's no separate setup or artwork fee, however much work your design needs.

6.2 Your proof

For custom work, we email you a digital proof before anything is cut or engraved. The proof shows your design as we will make it, including sizes, bridges, cut areas and any changes we have made. We aim to send proofs within 1–2 business days of your order.

Please check your proof carefully, especially:

• spelling, wording, numbers and punctuation
• sizes and dimensions
• layout, and which parts will be cut out or engraved
• any changes we have flagged (for example, bridges or thickened lines).

6.3 Changes before you approve

If something isn't right, tell us and we will revise the proof. We will keep revising until you are happy, at no extra cost.

6.4 What approving a proof means

When you approve a proof, you confirm that the wording, spelling, sizes and layout shown are what you want. We then make your order to match the approved proof.

• If what we make doesn't match the approved proof, or it is faulty, that is our responsibility and we will fix it. Section 10 explains how.
• If the approved proof contains a mistake in something you supplied or checked (for example, a misspelt name or a wrong circuit number), a remake is a new order. We will always try to help, often at a reduced price.

Engraving and cutting are permanent. A typo found after approval means a reprint, not an edit, so please take a moment over the proof.

6.5 Items made without a separate proof

Some products are designed by you on our website. An example is the custom text stencil builder. For these, the on-screen preview and your order summary are your proof. Please check your wording and sizes before you add the item to your cart. We make them exactly as entered.

Traffolyte labels ordered through our label grid are different: we send you a layout to approve before we engrave them.

6.6 Things a proof can't show

• Colours on screen vary between devices. Material colours, timber grain and acrylic shades vary slightly between batches.
• Sizes are made to within ±0.5 mm.
• Fine detail close to our minimum sizes may look slightly softer than on screen. We will flag any detail at risk on your proof.

6.7 If you don't approve or reply

If we haven't heard back about a proof within 60 days, we will contact you. If we still can't reach you after that, we may cancel the order and refund you in full.

7. Your artwork and intellectual property

7.1 You keep ownership

Your logo, artwork, photos and wording stay yours. Sending them to us doesn't transfer ownership.

7.2 What you promise us

When you send us artwork, logos, photos or wording to reproduce, you confirm that:

• you own it, or you have permission from the owner to have it reproduced on the product you are ordering
• you have the right for us to make the changes needed to manufacture it (such as bridges, thickening and resizing). Where someone else created the artwork, this includes their consent to those changes.
• reproducing it won't break any law. This includes copyright, trade marks, and laws against offensive or misleading material.

7.3 Orders we won't make

We may decline or cancel an order, and refund you in full for anything not yet made, if we reasonably believe:

• the artwork infringes someone else's copyright, trade mark or other rights (for example, a sports team or brand logo without permission)
• the content is unlawful, hateful, threatening, or demeaning to a person or group
• the product could be used to mislead people or to break the law (for example, imitation official signage or identification).

If we cancel an order part-way through for one of these reasons, we will refund what you have paid, less the reasonable cost of work already done, and we will tell you what that cost is.

7.4 What we may do with your files

You give us permission to use your files to quote, prepare proofs, make your order, and keep them on file so you can reorder (see our Privacy Policy for how long).

We only show your work publicly with your permission. That includes photos on our website or social media. We will ask first, and you can say no.

7.5 Our files

The cut files, engraving files and layouts we create to manufacture your order belong to us. Your artwork within them still belongs to you. We keep them so reorders are quick and match the original. If you want a copy of a production file to use elsewhere, ask us and we will quote.

7.6 If someone makes a claim

If someone tells us that an order infringes their rights, we may pause the order while we look into it, and we will contact you.

If you are buying for a business: you agree to cover our reasonable costs and losses from a claim by someone else that artwork or wording you supplied infringes their rights. This doesn't apply to the extent the claim was caused by changes we made to your artwork, or by our own mistake.

8. Product information, standards and claims

We describe our products as accurately as we can. Here is what we do and don't promise for some product types.

8.1 Stencils and materials

• We describe materials by type and thickness, for example PET film ("Mylar") 0.19 mm or 0.35 mm, polypropylene, MDF, plywood and cast acrylic.
• How long a stencil lasts depends mostly on how it is used, cleaned and stored. Our FAQ explains how to care for stencils.

8.2 Road, floor, safety and symbol stencils

Our symbol stencils are designed to match commonly used Australian symbols. A compliant marking depends on more than the stencil: size, colour, paint, placement, surface and the site's own requirements all matter. Those remain the responsibility of the site owner, installer or specifier.

If you need a stencil that meets a particular standard or specification, tell us which one before you order. We will confirm in writing whether we can make it to that standard. If we confirm it, we stand behind that.

8.3 Electrical labels and safety signs

We engrave labels and signs to the wording, colours and sizes in your schedule or order. The wiring rules (AS/NZS 3000), safety-sign standards (AS 1319) and your job specification set what a label must say and look like. Meeting them remains the responsibility of the licensed electrician, specifier or person in control of the workplace.

We will follow your schedule exactly. If we suggest wording, it is a draft for you to check, not advice that it complies.

We are responsible for the quality of the label itself: engraving depth, legibility, the material we described, and matching your approved layout.

8.4 Coffee, cocktail and cake stencils

These stencils are used over drinks and desserts to dust powders such as cocoa, cinnamon or icing sugar.

Care and cleaning:

• Wash before first use and after each service in warm soapy water, then rinse and dry flat.
• Don't use abrasive pads or scrape the cut edges.
• Hand wash only. Don't put stencils in the dishwasher.
• Store flat and dry, away from heat.
• Check the stencil before use. Replace it if it is cracked, chipped, warped or has rough edges.
• Hold or rest the stencil above the drink or dessert. Don't press it into the food.

8.5 Cake toppers

Cake toppers are decorations, not food.

• Remove them before cutting and serving.
• They contain small and sharp parts. Keep them away from young children.

8.6 Engraved glassware, bottles and slate

Engraving is permanent. Glass, bottles and slate are natural or manufactured blanks, and small variations are normal.

We recommend hand washing engraved items. Where a product page says an item is dishwasher or glasswasher safe, that comes from the maker of the blank.

8.7 What we don't promise

We don't make general claims such as "guaranteed" results unless we spell out exactly what the guarantee is. Your rights if something is wrong are set out in section 10.

9. Changes and cancellations

9.1 Before you approve the proof

You can change or cancel a custom order at any time before you approve the proof. If you cancel, we will refund what you have paid in full.

9.2 After you approve the proof

Once you approve a proof, we start making your order, usually straight away. Because it is made to your design, we usually can't sell it to anyone else.

• If you ask to cancel or change before we have started cutting, we will try to help. We will refund you or re-proof at no charge.
• After cutting or engraving has started, you can still cancel. We will refund what you paid, less the cost of materials and work already done, and we will tell you that cost.

9.3 Change of mind

Personalised and made-to-order items can't be returned or refunded just because you have changed your mind, ordered the wrong size, or no longer need them. This doesn't affect your rights if an item is faulty or not what you approved.

Ready-made items are covered by the change-of-mind terms in our Refund and Returns Policy.

9.4 If we are delayed

If we can't dispatch your order by the time we told you, we will tell you as soon as we know, and give you a new date. You can then choose to wait or to cancel for a full refund of anything not yet delivered.

10. If something is wrong with your order

If your order arrives faulty or damaged, doesn't match your approved proof or order, or isn't fit for a purpose you told us about before ordering, contact us. Include your order number and photos.

Depending on the problem, we will remake, replace or repair it, or refund you. For a major failure, you choose between a refund and a replacement. Our Refund and Returns Policy sets out the details, including return postage.

We are not responsible for problems caused by:

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

11. Our liability

• We are responsible for meeting the consumer guarantees and your other rights under the law. These terms don't limit that.
• To the extent the law allows, we aren't liable for loss that wasn't reasonably foreseeable when you ordered.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.

12. If you are buying for a business

The Australian Consumer Law and its unfair contract terms protections can still apply to business purchases. Nothing here takes those protections away.

• Goods not normally bought for personal or household use include electrical labels, industrial and site stencils, and asset tags. To the extent the law allows, if these fail a consumer guarantee, our liability is limited to one of the following, at our choice:
  • replacing the goods or supplying equivalent goods;
  • repairing the goods;
  • paying the cost of replacing or repairing them. This only applies where it is fair and reasonable (section 64A of the Australian Consumer Law).
• Resale. If you buy goods to resell or to build into another product, tell us. Different rules may apply.
• Purchase orders. Your purchase order terms apply only if we agree to them in writing.
• Trade accounts and invoices on credit are by arrangement.

13. Customers outside Australia

• Where we deliver. Outside Australia, we currently deliver stencils to New Zealand, the United States, Canada and Malaysia. Other products are sold within Australia only. We don't yet sell to the UK or the European Union.
• Import charges. Our Shipping Policy explains them:
  • United States: duties and import taxes are included in your price and prepaid by us. Nothing is payable on delivery.
  • New Zealand, Canada and Malaysia: you pay any import GST, sales tax, duties or fees charged on delivery.
• Your local rights. If you live outside Australia, you also keep the protection of the consumer laws of your country. Examples are New Zealand's Consumer Guarantees Act and Fair Trading Act, Malaysia's Consumer Protection Act 1999, and the consumer laws of your US state or Canadian province. Nothing in these terms takes those rights away.

14. Your privacy

How we collect, use and protect your personal information, including artwork files and emails, is set out in our Privacy Policy.

15. Using our website

• You need to be 18 or over to place an order, or have a parent or guardian place it for you.
• Please don't misuse the website. That means no viruses or harmful code, no attempts to get around security, no scraping, and nothing unlawful.
• Product photos are examples. Your item will be made to your approved design.
• Links to other websites are for convenience. We don't control those sites.
• Reviews. If you leave a review, you allow us to show it on our website and in our marketing, with your name as you entered it. We publish genuine reviews, good and bad, and we don't edit their meaning. We may remove reviews that are offensive, unlawful, or contain someone's personal details.

16. Changes to these terms

We may update these terms from time to time, for example when the law changes or we add products. The terms that apply to your order are the ones on our website when you placed it. Changes don't apply to orders already placed unless you agree.

17. Disputes and governing law

• If something goes wrong, please contact us first. Most problems can be sorted out quickly.
• These terms are governed by the law of Queensland, Australia.
• If you are a consumer living outside Australia, you also keep the protection of the mandatory laws of the country where you live, and you can bring a claim in your local courts.
• If you are a business, the courts of Queensland can hear any dispute. This doesn't stop either of us bringing a claim elsewhere where the law allows.

18. If part of these terms can't apply

If a court decides part of these terms can't apply, the rest still applies.

19. Contact us

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