Skat Katz Returns, Refunds & Shipping Policy
At Skat Katz, we’re committed to providing top-quality products, exceptional customer service, and transparency in every transaction. Below you’ll find our comprehensive policy on returns, refunds, shipping, and related FAQs to help ensure a smooth and positive shopping experience.
Returns & Refunds
We comply fully with Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if a product has a major fault, is not of acceptable quality, or is not fit for its intended purpose.
✅ We Accept Returns If:
- The product was purchased directly from Skat Katz (online or in-store).
- The item is faulty or not of acceptable quality.
- The item is not fit for its intended purpose.
- The item was supplied incorrectly due to our error.
🚫 We Do Not Accept Returns For:
- Change of mind (including incorrect colour or size selection).
- Colour variations caused by screen or print differences.
Note: Colour charts for Siser and Metamark vinyls are available for purchase to ensure accurate selection. - Used or opened consumables such as blades, vinyl, transfer tape, inks, or edible image media.
- Digital downloads or software activations, which cannot be returned once delivered.
- Custom-cut materials or personalised products.
⚙️ Pre-Orders & Cancellations
- Pre-order cancellations after full payment incur a 10% administration fee.
- Cancelled lay-by orders incur a 20% cancellation fee.
- Orders cancelled after dispatch are subject to return shipping and handling charges.
📦 Return Authorisation
All returns must be approved in advance by our support team.
For all machine concerns we will first work with you to try and remedy any issues.
Unauthorized returns will be refused and returned to sender.
To request approval, please email info@skatkatz.com.au with:
- Order number
- Description of issue
- Clear photos or videos (if applicable)
⏰ Notification Period
All discrepancies or issues must be reported within 7 days of receiving your order.
Claims made after this period may not be eligible for resolution.
🚚 Return Shipping
- Customers are responsible for return postage unless the product is deemed faulty.
- For faulty items, Skat Katz will provide a prepaid return label or reimburse reasonable postage costs once the fault is verified.
💳 Refunds & Processing
- Refunds or store credits are processed within 1 business day of approval.
- Bank refunds: 2–3 business days
- PayPal or store credits: immediate once processed
- Postage costs are non-refundable once an order has been shipped.
- Refunds are issued via the original payment method only.
📬 Shipping Policy
⏱️ Processing Times
- Orders placed before 10:00 AM AEST (Mon–Fri) are shipped same day.
- Orders after 10:00 AM or on weekends/public holidays are shipped next business day where possible.
🚚 Shipping Methods
All orders are shipped via Australia Post with tracking.
Signature on delivery is required unless the customer requests Safe Drop.
⚠️ If you request Safe Drop, Skat Katz cannot replace or refund parcels that are stolen or go missing after Australia Post confirms delivery.
💰 Shipping Rates
- Standard Shipping: Flat rate $9.95 (Australia-wide)
- Machines & Hardware (Silhouette, Siser, Heat Presses): Flat rate $14.95
- Heavy Items (10kg+): Express not automatically available – we’ll contact you if required
⚡ Express Shipping & Rush Orders
- Express Post available at checkout (exclusions apply).
- Express orders placed before 11:00 AM AEST ship same day.
- Orders after 11:00 AM ship next business day.
- Express Post is not a guaranteed overnight service; delivery delays are outside our control.
Rush Processing Fees apply for same-day Click & Collect orders placed after 9:00 AM.
Estimated delivery times (Australia Post):
- Standard: 3–5 business days
- Express: 1–3 business days (metro areas)
🛍️ Click & Collect (Werribee, VIC)
- Available Monday – Friday, 9:00 AM – 2:00 PM.
- Location: 74 Synnot Street, Werribee VIC 3030
- You’ll receive an SMS notification when your order is ready.
- Photo ID is required on collection.
- Orders must be collected within 4 weeks or will be cancelled and refunded less a 10% admin fee.
💳 PayPal Orders
- Orders are shipped only to the PayPal-verified address used during checkout.
- Refunds will be issued back to the same PayPal account.
- PayPal orders are shipped via Australia Post with tracking and signature required.
🎨 Vinyl & Material Information
- Vinyl is hand-trimmed; measurements may vary by ±0.3cm.
- Continuous lengths are supplied where available; if not, multiple lengths will be supplied to meet your total order quantity.
🖥️ Machine, Software & Technical Support
We proudly offer ongoing technical support for machines and software purchased from Skat Katz.
To access support, please provide:
- Invoice number
- Machine serial number
- Description of the issue (plus photos/videos if applicable)
If your machine was purchased elsewhere, please contact your retailer directly for warranty or service assistance.
💡 Additional Notes
- We reserve the right to update our policies without prior notice.
- All prices are in AUD and include GST where applicable.
- For full Lay-By Terms & Conditions, [click here].
📞 Need Help?
Our friendly team is here to help!
📧 info@skatkatz.com.au
📍 Skat Katz HQ, 74 Synnot St, Werribee VIC
☎️ (03) 8742 6159
🕓 Monday–Friday, 9:00 AM – 2:00 PM AEST