Refund policy

Returns & Damages

We take great care to ensure your Pinchy Products arrive in excellent condition. As part of the manufacturing and handling process, minor surface marks or small cosmetic scratches can occasionally occur. These do not affect the performance, durability or food-safety of the boards and are not considered faults.

If your order arrives significantly damaged or faulty, please email us at hello@pinchyproducts.com.au within 48 hours of receiving your package.

Please include:

  • Your order number
  • Photos of the damage
  • Photos of the packaging

This allows us to assess the issue quickly and organise the next steps.

Eligibility for a Return

Returns are only accepted for:

  • Faulty items
  • Damaged items upon arrival
  • Incorrect items sent by mistake

Because our boards are made in small batches, minor surface marks or light cosmetic variations can occasionally appear. These don’t affect the durability or performance of the board and are considered a normal part of the production process, rather than a fault.

We do not accept returns for change of mind, in line with Australian Consumer Law for custom, limited-run, and hygiene-sensitive kitchen products.

Return Shipping

  • If your item is confirmed to be damaged, faulty or incorrect, Pinchy Products covers the return postage.
  • In all other approved situations, return postage is the customer’s responsibility.

All items must be returned in their original packaging and packed securely to prevent damage in transit. We highly recommend using a trackable shipping service, as we cannot process returns for items lost in transit.

Return Approval Process

If your return is approved, our team will provide:

  • Step-by-step return instructions
  • The correct return address
  • Packing guidelines to ensure safe transit

Refund & Resolution Timeline 

Once we receive your returned item:

  • We inspect it within 3–5 business days.
  • If approved, your refund or replacement will be processed within 3–7 business days.
  • Your bank or payment provider may take a little additional time to finalise the refund.

Need Help?

We are always here to assist — just email hello@pinchyproducts.com.au and our team will help you as quickly as possible.