Returns & Refunds

Our 100% satisfaction guarantee

Etchly stands behind every order. Our work is checked under our ISO 9001-aligned quality control before it leaves the factory. If we've made an error — wrong material, wrong dimensions, an artwork mistake from our end, or a manufacturing defect — we will remake your order at no cost as a priority and cover return shipping if needed.

Custom-made goods are non-returnable for change of mind

This is industry-standard for custom manufacturing and is consistent with the Australian Consumer Law's exemptions for goods made to a consumer's specifications.

What this policy covers and doesn't cover

Eligible for free remake or refund

• Manufacturing defects (poor engraving, faulty material, peeling adhesive)
• Wrong material, wrong size, or wrong artwork shipped due to our error
• Damage caused during our packing or our carrier's handling, where transit insurance was selected at checkout
• Items that genuinely don't match the design you approved

Not eligible for return

• Change of mind
• Errors in the artwork or text that you supplied or approved
• Wrong size or material chosen by you at order time
• Items damaged after delivery
• Items installed, modified, or used (then found unwanted)
• Damage in transit when transit insurance was not selected at checkout

If you've made an error in your order

It happens. If you spot a mistake in your own artwork or specs after the order is placed, contact us as soon as possible:

• Before production starts — we can usually update the order at no cost or only a small admin fee.
• Once in production — changes may not be possible. If they are, charges apply for the wasted material and time.
• After delivery — we'll happily remake the order at our cost-price plus shipping. Get in touch and we'll quote it.

How to make a claim

Per our terms, claims for defects, damages, or shortages must be made within 15 days of delivery. Beyond that window, the order is considered accepted.

1. Email info@etchly.com.au within 15 days of receiving your order.
2. Include your order number, a description of the issue, and clear photos showing the problem.
3. Don't dispose of the item or packaging until we've assessed the claim.
4. We'll review and respond within 1–2 business days with the next step — typically a free remake or, where appropriate, a refund.

Refunds

Where a refund is due, we'll process it back to your original payment method (credit card or PayPal) within 5–10 business days of approving the claim. The funds may take an additional 1–3 business days to appear in your account depending on your bank.

If you paid by EFT or cheque, refunds are processed by EFT to a nominated account.

Cancellations

You can cancel an order at any time before production begins, with no charge. Once we've started cutting, engraving, or printing, cancellation may incur a fee covering the materials already consumed and the labour already spent. Contact us as soon as you need to cancel and we'll tell you exactly where the order stands.

Custom orders that have already been completed cannot be cancelled.

Damaged in transit

If your delivery arrives visibly damaged:

1. If possible, refuse the delivery and ask the courier to return it to us.
2. If you've already received it, take photos of the package and the contents before unpacking further.
3. Email us within 48 hours with photos and your order number.

If you opted in to transit insurance at checkout, we'll replace the order as a priority at no cost. Without transit insurance, replacement is at your cost — the carrier may also accept a damage claim depending on circumstances. We'll help where we can.

Your statutory rights

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy operates alongside those rights and provides additional protections — particularly our 100% satisfaction guarantee for genuine manufacturing or service errors on our part.

Questions?

Email info@etchly.com.au or call (03) 9465 7631. We're a real team in Melbourne and we'll work with you to put things right.