Warranty

Stamp Lab Warranty & Refund Policy

Returns, Refunds, and Exchanges

Stamp Lab offers exchanges or refunds within 30 days of the original purchase date (“Exchange/Refund Period”). A new product may be exchanged for another Stamp Lab product or returned for a refund, subject to the following terms and conditions:

1. Exchange or Refund Process

To initiate an exchange or return, contact Customer Service at warranty@stamplab.com.au to discuss the issue and receive a Return Merchandise Authorisation (RMA) number.

  • The RMA number must be clearly marked on the outside of the packaging and included within the returned package.
  • Without the RMA number, we may be unable to identify the order, and the return or exchange may not be processed.
  • The resolution (exchange or refund) will be agreed upon with Customer Service before the return is initiated.

Return Address:
Warranty Stamp Lab
PO Box 202
Rockhampton
Queensland 4700
Australia

2. Eligibility

Eligible Items for Exchange or Refund

Stamp Lab is committed to customer satisfaction. If you find your item unsuitable, not fit for purpose, or are otherwise unhappy with it, we will work with you to resolve the issue. Depending on the situation:

  • Fix or Exchange: If a resolution is viable through repair or exchange, we will provide this service at no additional cost.
  • Refund: If no viable fix is available, we will refund your order in full, including shipping costs.

If you prefer a return without pursuing a fix or exchange, a shipping and restocking fee may apply.

Non-Eligible Items for Exchange or Refund

The following items are not eligible for return, refund, or exchange unless defective:

  • Wholesale, Special Order, Open Box Items, Bulk Orders, and Special Manufactured Items: Products ordered in large quantities, custom-manufactured with irreversible modifications, or outside our standard inventory.
  • Items Outside the Guarantee Period: Products returned beyond the 30-Day Satisfaction Guarantee period or without prior approval.

3. Restocking Fee

A restocking fee of up to 15% may apply to items returned due to a change of mind. This fee helps offset costs incurred from processing and restocking returned items.

4. Shipping Costs

  • Change-of-Mind Returns: Customers are responsible for shipping costs and any risks (loss or damage) during return transit.
  • Defective Products: Stamp Lab will cover the cost of shipping for defective product returns within Australia. For international orders, customers may be required to cover part of the shipping costs.
  • For returns, a shipping charge may be deducted from the refund, even if the original order qualified for free shipping.

5. Refund and Exchange Process

Upon receipt of a valid claim during the 30-Day Satisfaction Guarantee period:

  • Exchanges: The purchase price of the original product will be credited toward the order of an in-stock Stamp Lab product.
  • Refunds: Refunds will be issued for the purchase price (excluding taxes, shipping, handling, or insurance fees) and processed using the original payment method unless otherwise agreed.

Refunds and exchanges will be processed within 30 days of receiving the returned item.

6. Product Condition for Returns

To qualify for a return or exchange, the product must be returned in like-new condition for change-of-mind returns. This includes:

  • Original packaging, equipment, manuals, and accessories.
  • No signs of wear, damage, or misuse.

Important: The "like-new condition" requirement does not apply to returns of defective products.

Stamp Lab reserves the right to decline returns or exchanges if the product does not meet these criteria.

7. Defective Products vs. Dissatisfaction

  • Defective Products (12-Month Warranty):
    Items with defects (e.g., misprints, damage during transit, or items not matching approved proofs) are covered under a 12-month warranty. These are eligible for repair or replacement free of charge.

  • Dissatisfied Customers (30-Day Satisfaction Guarantee):
    If you’re unhappy with your purchase within the first 30 days, contact us to explore a resolution through exchange or refund.

Defective products must be reported promptly, and dissatisfaction claims must be made within the 30-day guarantee period.

8. Limitation of Liability

Stamp Lab’s liability for any lost, damaged, or defective products during return or exchange is limited to the value of the original order.

  • Stamp Lab is not responsible for any consequential, incidental, or indirect damages arising from the use or inability to use the products.
  • The maximum liability Stamp Lab will bear is the purchase price of the order.

9. Warranty Claims

All products sold by Stamp Lab are covered by a 12-month warranty from the date of purchase.

  • This warranty covers defects in materials or workmanship under normal use.
  • If a defect is discovered beyond the initial 30-day Exchange/Refund Period but within the 12-month warranty period, customers may submit a warranty claim.

To make a warranty claim:

  • Contact Customer Service at warranty@stamplab.com.au with proof of purchase and details of the defect.
  • Stamp Lab reserves the right to inspect the product before approving a warranty claim.

Shipping Costs for Warranty Claims:

  • Within Australia: Stamp Lab will cover the shipping costs for approved defective product returns.
  • International Orders: Customers may be required to share the cost of return shipping.

Warranty Exclusions:
Damage from misuse, accidental damage, or unauthorised modifications is not covered.

10. Order Cancellations

  • Orders can be canceled or edited before a dispatch notification is sent by using the links provided in your confirmation email.
  • Once a dispatch notification is sent, the order cannot be edited or canceled. Products must then be returned for an exchange or refund, subject to the above terms.

11. International Orders

  • For orders shipping outside Australia, customers are responsible for any applicable shipping duties and fees.
  • International transit times will vary depending on the carrier. Stamp Lab provides no guarantees or estimates for delivery times.

Last Updated: 06/12/2024