Refund policy

Last updated: 19 July 2026

Your rights under 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 or excludes those rights. The warranty in section 7 applies in addition to them, not instead of them.

1. Summary

Situation What happens Who pays shipping
We got it wrong β€” faulty, not as ordered, doesn't match your approved proof Free repair or replacement; full refund if neither is possible or suitable We do, both ways (within Australia)
Major failure Your choice of refund or replacement We do, both ways (within Australia)
Change of mind β€” within 30 days, unused, like-new Refund or exchange, less any restocking fee You do, both ways
Custom or special-order items Not returnable for change of mind β€” fully covered if faulty As above

2. If we got it wrong

If your product is faulty, not what you ordered, or does not match the proof you approved:

  1. We will repair or replace it free of charge. For a custom stamp this usually means remaking it.
  2. If repair or replacement isn't possible or isn't suitable, we will refund you in full β€” including the original shipping you paid.
  3. We cover return shipping within Australia. Don't post it back at your own expense β€” contact us first and we'll arrange it.

Where the problem is a major failure, you may choose a refund or replacement rather than accepting a repair.

3. Change of mind

If you simply no longer want the item, we accept returns within 30 days of purchase, provided it is:

  • Unused and in like-new condition
  • In original packaging with all accessories and documentation
  • Not a custom, personalised, special-order or bulk item (section 4)

You are responsible for shipping costs both ways. If your order shipped free, the actual cost we incurred to send it may be deducted from your refund. Return postage is at your cost and risk until we receive it.

A restocking fee of up to 15% may apply. This is not a penalty. Returned stamps generally cannot go back into stock as new β€” ink pads cannot be reused once opened, and rubber and mount components are consumed in assembly. The fee covers that genuine loss and the handling to process the return.

Change of mind returns are a courtesy, not a legal entitlement. Your rights where something is faulty are separate and set out in section 2.

4. Items not eligible for change-of-mind return

  • Custom and personalised products made to your specification
  • Special-order items brought in from a supplier at your request
  • Bulk quantity, oversized and clearance items
  • Open-box items

These items are still fully covered if faulty, not as ordered, or not matching your approved proof. The exclusion applies only to change of mind.

5. Proof approval

Most custom products are produced from a proof you approve before manufacture. Once you approve a proof, it becomes the specification for your order.

If the finished product matches your approved proof, it is not faulty β€” even if the proof contained an error in spelling, wording, dates, registration numbers or layout. Please check proofs carefully, particularly names, numbers and legal wording.

If the finished product does not match your approved proof, that is our error and section 2 applies.

6. Delivery timeframes and delays

We do not guarantee delivery dates. Dispatch and delivery timeframes shown on our website and at checkout are estimates provided by us and our carriers. They are not promises and do not form part of your contract with us.

Before dispatch: you can cancel or change your order at any time before it ships, using the links in your confirmation email or by contacting us. If we cannot dispatch within a reasonable time β€” for example because stock is unavailable β€” we will contact you, explain the position, give you a revised estimate, and offer you the choice of waiting, changing the order, or cancelling for a full refund.

Stock accuracy: live stock levels are shown on each product page and out-of-stock items are marked. Occasionally recorded stock and physical stock differ. Where that causes a delay we will contact you promptly and offer the same options.

After dispatch: once your order is with the carrier, transit times are outside our control. We do not refund or cancel orders because a carrier has been slower than expected. If you no longer want the order you are welcome to return it under section 3 as a change-of-mind return β€” the goods must be returned to us before a refund is issued, and the change-of-mind terms including shipping costs and any restocking fee apply.

This does not affect your rights where goods are not supplied within a reasonable time, or where a delay is caused by us rather than the carrier.

7. Warranty

All products carry a 12-month warranty from the date of purchase against defects in materials and workmanship under normal use.

To claim, contact us with proof of purchase and details of the defect. We may ask to inspect the product before approving a claim.

  • Within Australia: we cover shipping for approved warranty returns
  • International orders: you may be asked to share return shipping costs

Not covered: damage from misuse, accidental damage, normal wear of consumable components such as ink pads, or unauthorised modification.

This warranty is in addition to your rights under the Australian Consumer Law. Those rights may continue beyond 12 months depending on the product, its price, and what a reasonable consumer would expect.

8. How to make a claim

  1. Contact us first at sales@stamplab.com.au. Don't send anything back before contacting us.
  2. We'll discuss the issue and agree the resolution with you.
  3. If a return is required we'll issue a Return Merchandise Authorisation (RMA) number.
  4. Mark the RMA clearly on the outside of the parcel and include it inside.

Returns address:
Warranty β€” Stamp Lab
PO Box 202, Rockhampton QLD 4700, Australia

Without an RMA number we may be unable to identify your return, which will delay it.

9. Refunds β€” how they're processed

  • Refunds are made to your original payment method unless we agree otherwise
  • Paid with Afterpay or Zip Pay? The refund is returned through that provider and applied to your arrangement with them. You may need to continue meeting scheduled instalments until they process it β€” timing is controlled by the provider, not by us
  • Refunds include GST. Where we refund the purchase price, the GST component is refunded with it
  • Where we are at fault (section 2), the refund includes the original shipping you paid
  • Where you changed your mind (section 3), shipping is not refunded and a restocking fee may be deducted
  • We process refunds promptly β€” usually on the same business day we receive and inspect your return. In any case we will process it within 10 business days of receipt
  • The processing time starts when your return physically arrives with us and is inspected β€” not when tracking marks it as delivered. Carriers sometimes mark a parcel delivered while it is still awaiting collection at a post office
  • Once processed, your bank or card provider may take several further days to show the refund

10. Cancellations

Orders can be cancelled or changed at any time before a dispatch notification is sent, using the links in your confirmation email or by contacting us. Once dispatched, an order must be returned under this policy.

11. International orders

For orders shipped outside Australia you are responsible for customs duties, taxes and fees on arrival. International transit times vary and we provide no estimates or guarantees. Return shipping costs may be shared.

12. Our liability

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

Subject to that:

  • Where goods we supply are not of a kind ordinarily acquired for personal, domestic or household use, our liability for failure to comply with a consumer guarantee is limited, at our option, to replacing or repairing the goods, supplying equivalent goods, or paying the cost of doing so β€” to the extent permitted by section 64A of the Australian Consumer Law and where it is fair and reasonable to do so.
  • Otherwise, and to the maximum extent permitted by law, our total liability arising from or in connection with your order is limited to the amount you paid for it.
  • To the maximum extent permitted by law we are not liable for indirect or consequential loss β€” including loss of profit, revenue, opportunity or data, or costs arising from delay β€” except where that loss is a reasonably foreseeable consequence of our failure to comply with a consumer guarantee.
  • We are not liable for loss arising from circumstances we were not told about. If your order is time-critical, or failure would cause consequences beyond the value of the goods, tell us in writing before you order so we can advise whether we can meet your requirement.

13. Contact

Stamp Lab β€” ABN 36 007 918 406
Email: sales@stamplab.com.au Β· Phone: 1300 382 452
Business address: 46 Denham Street, Suite 2, Ground Floor, Rockhampton City QLD 4700
Returns address: PO Box 202, Rockhampton QLD 4700

This policy is governed by the laws of Queensland, Australia.