We want you to be happy with your Clinkies order. This policy explains how cancellations, returns, replacements and refunds are handled.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Personalised and Custom-Made Products
Most Clinkies products are personalised or made to order.
Because personalised products are made specifically for you, we generally cannot accept returns or provide refunds for change of mind once your artwork has been approved and production has begun.
This does not affect your rights if the product is faulty, damaged, unsafe, significantly different from the approved artwork or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Artwork Approval
Customers are responsible for carefully checking the following before approving an artwork proof:
- Names and spelling
- Dates
- Contact details
- Colours
- Images and logos
- Product type
- Quantities
- Layout and wording
Once you approve the artwork, it will be treated as your confirmation that the details are correct.
Errors that appeared in the approved artwork, including customer-supplied spelling mistakes or incorrect dates, are generally not considered product faults.
However, if the finished product is materially different from the artwork you approved, please contact us so we can assess the issue.
Screen and Print Colour Differences
Colours may appear differently across phones, monitors and other screens.
Small differences in colour, positioning, stitching or print placement may occur because of screen settings, materials and normal production tolerances.
Minor variations that do not materially affect the appearance or use of the product are not normally considered defects.
Cancellations and Changes
Please contact us immediately if you need to cancel or change an order.
Before artwork approval, we may be able to update or cancel your order.
After artwork approval but before production begins, changes or cancellations may be possible at our discretion. Design, administration or artwork fees already incurred may be deducted from the refund.
Once production has begun, personalised orders cannot normally be changed or cancelled.
Damaged, Faulty or Incorrect Products
Please inspect your order after delivery.
Contact us promptly if your products are damaged, faulty, incorrect or materially different from your approved artwork.
To help us assess the issue, please provide:
- Your order number
- A description of the problem
- Clear photos or videos of the affected products
- Photos of the packaging and shipping label, where relevant
- The number of affected items
We may ask for additional information or require the products to be returned for inspection.
Depending on the circumstances and your rights under the Australian Consumer Law, the available remedy may include a repair, reprint, replacement, refund or another appropriate solution.
Minor and Major Problems
Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose a refund or replacement.
Where the problem is minor, we may choose to provide an appropriate remedy, such as repairing, reprinting or replacing the affected product within a reasonable time.
Non-Personalised Products
For eligible non-personalised products, we offer a 30-day change-of-mind return period from the delivery date.
To qualify, the product must be:
- Unused and in its original condition
- In its original packaging
- Accompanied by proof of purchase
- Returned with any tags or accessories supplied
Customers are responsible for return shipping costs for change-of-mind returns unless otherwise agreed.
Original shipping charges are generally non-refundable for change-of-mind returns.
Items That Cannot Be Returned for Change of Mind
The following products are generally not eligible for change-of-mind returns:
- Personalised or custom-made products
- Products already approved and entered into production
- Gift cards
- Clearance or final-sale products
- Used or damaged products
- Products returned without approval
- Products returned more than 30 days after delivery
These exclusions do not apply where the customer has rights under the Australian Consumer Law.
Return Authorisation
Please contact us before returning any product.
Unauthorised returns may not be accepted, particularly where we have not been given an opportunity to assess the issue.
If a return is approved, we will provide the relevant return instructions.
Refund Processing
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will usually be issued to the original payment method.
The time taken for the refund to appear in your account will depend on your bank, card issuer or payment provider.
Contact Us
To request assistance with a cancellation, return, replacement or refund, please contact:
Email: info@clinkies.com
Please include your order number and supporting photos where relevant.
