Contact, shipping & policies
Contact
The fastest way to reach us is email: hello@kerf.au. We read everything and reply as quickly as we can, usually the same business day.
Good things to include: your quote number (it looks like KF-2609-7K3Q and is on your quote and order emails), and if your question is about a file, a note about what you're trying to make. If a part was flagged during upload, the "Get help fixing it" link on the part sends us everything we need automatically.
Post
KERF CUTTING
PO Box 287, Mount Eliza VIC 3930, Australia
Shipping & returns
Shipping
We ship Australia-wide with Australia Post, Parcel Post or Express Post, your choice at checkout. Delivery is calculated and paid at checkout based on your address and the weight of your parts; your quote total is for the parts only.
Parts over 1000 mm long, or orders over 22 kg, are too big for Australia Post. For those, checkout offers “Please quote freight separately”: you pay for the parts, we email you a freight price for your address, and the parts ship once that is paid.
Parts are cut to order. Production takes up to 9 business days from payment, and delivery time is on top of that. We'll email you when your parts ship.
Returns
Because every part is custom-cut from your file, we can't offer returns or exchanges on custom-cut products. Once your parts are cut, they exist only for you, there's no shelf to put them back on.
If something is wrong with what you receive, that's different. If your parts arrive defective, damaged, or not matching the file and specifications you ordered, email hello@kerf.au within 14 days of receiving them, with photos and your order number. We'll investigate, and if the parts don't match what you ordered, we'll recut and resupply them.
A note on the boundary: we cut exactly what's in your file, in the material and thickness you choose. Whether the design itself is right for its job, dimensions, fit, strength, material choice, is your call, and a part that was cut accurately to your file isn't a defect. If you're unsure before ordering, ask us.
Terms
These are the terms you order under. They're written to be read, not to hide things.
Quotes and prices
- Instant quotes are generated from the geometry of your uploaded file. Quoted prices are held for 14 days from the date shown on the quote. A checkout you start but do not pay is kept for 7 days and then closed; the quote itself stays open for the full 14 days, so you can simply click Checkout again.
- All prices are in Australian dollars and include GST. Delivery is calculated and added at checkout.
- Every uploaded file is reviewed by a person before cutting. If we find a problem the automatic check missed, we'll contact you before we cut, and if we can't cut the part, we'll refund it.
- If an instant price turns out to be wrong, for example because the automatic check mis-measured your file, or a material or thickness was priced incorrectly, we'll tell you before we cut and give you the corrected price. You can accept it or cancel that part for a full refund. We never cut and charge you more without asking first.
Your files
- Your design files stay yours. We claim no ownership or licence over anything you upload, beyond what we need to cut and deliver your parts and keep a record of the order.
- You're responsible for having the right to use the designs you upload, and for the design itself being suitable for its purpose.
Cutting
- Parts are waterjet cut to standard commercial tolerances. If your part needs a tighter tolerance, tell us before ordering and we'll confirm whether we can meet it.
- Edges are supplied as cut unless deburring is selected. Deburring is available for parts up to 200 mm in any dimension.
- We may decline to cut an order, for example, geometry our process can't produce safely or accurately. Declined orders are refunded in full.
The legal paragraph
To the extent the law allows, our liability for any claim arising from an order is limited to resupplying the parts or refunding what you paid for them. Nothing in these terms excludes rights that can't be excluded under the Australian Consumer Law. These terms are governed by the laws of Victoria, Australia. KERF CUTTING · ABN 94 497 289 449.
Privacy
We collect the minimum we need to quote, cut, and deliver your parts, and we don't sell any of it.
What we collect
- Your design files and the parts and quotes you build. Stored so your quotes persist and so the workshop can cut the exact file you uploaded.
- Your email address, if you sign in or order. Used to sign you in (with a one-time email, never a password), for quotes, and order updates, and occasional Kerf updates only if you opted in when signing in (unsubscribe anytime).
- Order and delivery details, name, address, and what you bought, to fulfil and ship your order.
- Feedback you give us, if you answer the short question we sometimes ask as you leave: your answer, the page, and your note and email only if you add them, so we can reply.
- Usage analytics, we use Google Analytics and Microsoft Clarity (which records anonymised sessions: pages, clicks, and scrolls, with typed text masked) to understand how the site is used and improve it.
Who else touches it
Services we use to run Kerf process some of your data on our behalf: Shopify (checkout and payment, we never see your card number), Australia Post (delivery details for shipping), Resend (sends our emails), Supabase (signs you in: your email address, held in Sydney, Australia), Asana (our production board: the order number, your email address and links to your cut files, so the workshop can cut the job), Google Analytics and Microsoft Clarity (analytics), and our hosting provider (Sydney, Australia). Each receives only what it needs for its job.
Your choices
Email hello@kerf.au to ask what we hold about you, or to have your account, files, or data deleted, we'll action it promptly. Questions about this policy go to the same place.