**Skat Katz Return/Refund Policy & FAQ**
At Skat Katz, we strive to provide high-quality products and excellent customer service. Below is our comprehensive FAQ and return/refund policy to ensure a smooth shopping experience.
For lay-by terms and conditions please click here.
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**Return & Refund Policy**
We accept returns under the following conditions:
– The item was originally purchased from Skat Katz.
– The item is faulty or not of acceptable quality.
– The item is not fit for its intended purpose.
**Please note:**
**Change of Mind Returns**: We do **not** accept returns for change of mind.
**Pre-Ordered Items**: If cancelled after full payment, a 10% administration fee applies.
**Colour Variations**: While we take steps to provide accurate colour samples, variations may occur. Returns for this reason are **not** accepted. Colour charts are available upon to purchase for Siser & Metamark products.
**Return Authorization**: All returns **must** be approved by Skat Katz before being sent back. Unauthorized returns will not be accepted and will be returned to sender.
**Notification Period**: Any discrepancies must be reported within **7 days** of receiving your order. Any discrepancies advised outside of 7 days can not be addressed.
**Return Shipping Costs**: Customers are responsible for return shipping costs unless the product is faulty, in which case shipping costs will be covered under warranty.
**Administrative Fees**: A 10% admin fee may apply to returned or cancelled orders.
**Postage Fees**: Non-refundable once an order has been shipped.
**Sale Items**: Not refundable unless faulty or unsuitable for use as per Australian Consumer Law.
**Refund Processing Time**: Refunds or store credits will be processed within **1 business day**. Bank refunds typically take **2-3 business days**, while PayPal and store credits are processed almost immediately.
**Shipping Policy**
**Processing Times**: Orders placed before **10:00 AM AEST** on business days are shipped the same day. Orders placed after **10:00 AM** or on weekends/public holidays will be shipped the next business day where possible.
**Shipping Methods**: All orders are shipped via **Australia Post** with tracking and a signature required on delivery unless otherwise requested.
**If a parcel is requested to be safe dropped, you, the customer, understand that we can not replace or refund parcels that are stolen or otherwise go missing.
**Shipping Rates**:
**Standard Shipping**: $9.95 flat rate Australia-wide.
**Machines & Hardware (e.g., Silhouette & Siser machines, Heat Presses)**: $14.95 flat rate via standard tracked shipping.
**Express Shipping & Rush Orders**:
– Available at checkout.
– Ensures same-day Express Post dispatch if placed before **11:00 AM AEST**.
– Urgent **Click & Collect**placed after 9am orders for same-day collection require a Rush Order Fee.
**Please note:**
**Express Post is NOT a guaranteed overnight service.** Delivery delays beyond Skat Katz’s control are **not refundable**.
**Click & Collect**:
– Available **9:00 AM – 1:30 PM, Monday – Friday** from our Werribee store.
– Customers will receive an SMS when their order is ready.
– Orders must be collected within **4 weeks**, or they will be cancelled and refunded with a 10% admin fee deducted from any refund due.
**PayPal Orders**
– Orders will only be shipped to the registered PayPal address used for payment.
– Refunds will only be processed to the original PayPal account.
– All PayPal orders will be shipped via Australia Post with tracking and will require a signature on delivery.
**Additional Information**
**Vinyl Measurements**: Due to hand trimming, vinyl dimensions may vary by **+/- 0.3cm**.
**Continuous Lengths**: Where possible, multiple lengths of vinyl will be supplied as a continuous piece unless requested otherwise. If continuous lengths are unavailable, individual ordered lengths will be supplied.
**Machine & Software Support**
Please understand that we can ONLY provide technical support for machines and software purchased from Skat Katz. If you purchased your machine or software from another retailer you will need to reach out to them for any support or warranty concerns. Please ensure you provide your invoice number and the serial number of your machine when requesting support.
For any further inquiries, please contact our support team. We appreciate your business and are here to help!