Returns and Guarantee

Returns and exchanges

Returns and exchanges are not accepted for any NFC product, because:

All NFC products are permanently programmed. The link set at manufacture cannot be changed.
Custom plates are designed and manufactured to your branding, including logo, colours and numbering.
Once manufactured and shipped, your product cannot be repurposed for another business.

Check the link you give us before you order. If you are buying custom plates, review your branding notes and design proof carefully before approving production. We offer up to 2 rounds of design revisions at no charge.

What the guarantee covers

The six-month replacement guarantee covers these manufacturing defects:

Confirmed NFC chip failure, where the chip does not respond on multiple NFC-capable devices in normal conditions.
Delamination of the printed surface from the acrylic base.
Significant print quality issues, such as colour deviation or blurring, present at delivery.
Structural cracks or defects in the acrylic base present at delivery.

A note on NFC. Reliability depends heavily on the guest's phone, phone case and device settings, not the chip. A thick case, a wallet attachment, or NFC disabled in settings can all prevent a successful tap. That is expected behaviour, not a defect. Before submitting a warranty claim, test the plate against at least two NFC-capable phones with cases removed. If the chip consistently fails under those conditions, contact us.

To make a warranty claim, email hello@dockt.com.au with your order number and a photo of the defective product. We assess and respond within 2 to 3 business days.

What the guarantee does not cover

Surface damage from chemical cleaning products such as bleach, ammonia or harsh detergents.
Damage from excessive moisture or prolonged submersion.
Physical scratches or abrasion from improper handling.
Damage from misuse, misapplication of adhesive, or physical impact.
Fading or discolouration from prolonged direct UV or sunlight exposure.
Normal wear and tear consistent with regular table use.

Adhesive backing replacement

We replace adhesive backing where the original has failed due to normal table surface variation. Email hello@dockt.com.au and we will sort it. This is provided at low cost and is not covered by the standard replacement guarantee.

Cancellations

Orders may be cancelled within 24 hours of payment confirmation, provided design work has not started. Once design work has started, cancellations are not accepted. To request a cancellation, email hello@dockt.com.au immediately after placing your order.

Print products

Custom print products, including coasters, stickers, loyalty cards, placecards and table tents, are manufactured to your design and are not eligible for returns or exchanges. If there is a printing quality issue present at delivery, contact us within 7 days of receiving your order with photos. We assess each case individually.

Consumer law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a remedy under the ACL regardless of this policy. If you believe your product has a major failure, contact us at hello@dockt.com.au.

Contact us

For any warranty, returns or quality concern, email hello@dockt.com.au. If something is not right, we want to fix it.

Returns and guarantee.