Refund policy
This policy applies to everything bought from Studio Supply Co. Nothing in it limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees apply on top of anything written below, and we cannot contract out of them.
If a product has a major problem, you can choose a refund or a replacement. A problem is major if the product:
- would not have been bought by a reasonable person had they known about it;
- is significantly different from the description or sample shown;
- is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time; or
- is unsafe.
If the problem is not major, we will repair, replace or refund it within a reasonable time. If we cannot do that, you can choose a refund.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage caused by a fault in a product we sold you.
Please keep your order confirmation email. It is proof of purchase, and it is all we need.
Faulty or damaged items
Stamping plates are etched steel and stamping polish is a liquid in a glass bottle, so damage in transit is the most likely problem. Please check your order when it arrives.
Contact us at sales@studiosupplyco.com.au within a reasonable time of delivery with your order number and a photo of the problem. A photo genuinely speeds this up — for a plate we can usually tell from the image whether the etch is damaged or whether it is a technique issue we can help you solve instead.
We pay return postage on anything faulty, damaged or incorrectly sent. We will send you a prepaid label or reimburse the postage. You will never be out of pocket for a mistake at our end.
Change of mind
We are not required by law to accept change-of-mind returns, but we do, within 30 days of delivery, provided the item is:
- unused and unopened;
- in its original packaging with any seal intact; and
- in a condition we can resell.
For change-of-mind returns you pay return postage, and we refund the price of the goods but not the original shipping charge. Send the item back with tracking — until it reaches us it is still your parcel, and without tracking we cannot help if it goes missing.
What we cannot accept back for change of mind
For health and hygiene reasons we cannot resell these once the seal is broken or the item has been used, so they are not eligible for a change-of-mind return:
- stamping polish, top coats, base coats, PROtect and polish thinner that has been opened;
- stampers and scrapers that have been used or had their protective film removed;
- sticky pads once opened;
- stamping plates once the protective backing film has been peeled off.
That last one matters, so it is worth being clear: the film on a new plate is what protects the etch. Peel it and the plate is used. If you are unsure whether a plate is the right one, ask us before you peel it — we would rather answer a question than process a return.
This exclusion applies to change of mind only. If an opened product is faulty, the consumer guarantees above still apply in full and you are still entitled to a remedy.
How to start a return
- Email sales@studiosupplyco.com.au with your order number and what is wrong.
- We will reply with a return address and, where we are covering postage, a label.
- Pack the item so it survives the trip back. Plates travel best flat and backed with card.
Please do not send anything back before contacting us. Unannounced returns are easy to lose track of and slow your refund down.
Return address: 56 Maradu Crescent, Wanneroo WA 6065
Refunds
Once we have the item and have checked it, we will process your refund to the original payment method within 5 business days. Your bank or card issuer may take a few days more to show it — that part is out of our hands.
If a refund has not appeared after 10 business days from our confirmation email, contact us and we will chase it.
Cancelling an order
If your order has not shipped yet, email us and we will cancel it and refund you in full. Once it has shipped it becomes a return under this policy.
GST
Studio Supply Co is not currently registered for GST, so no GST is charged on your order and refunds carry no GST component.
Contact
Studio Supply Co. (ABN 52 695 233 869)
Email: sales@studiosupplyco.com.au
Post: 56 Maradu Crescent, Wanneroo WA 6065
If you are not happy with how we have handled a return, you can contact the ACCC or your state or territory consumer protection agency. In Western Australia that is Consumer Protection WA.