Last updated: 26th October, 2026
Here at Hot Cut, we pride ourselves on our high-quality custom design work. Our in-house design team is highly skilled and very experienced in this type of design work, and we’re confident you’ll love your design. Nothing goes into manufacture until you’ve approved it.
1. Getting started
Our design team is busy, and to protect our designs we start custom artwork once we’ve received your order and payment. You can either:
- pay a design deposit of $100, or 10% of your order total for orders over $1,000, with the balance due once you’ve approved your design; or
- pay for your order in full upfront.
Afterpay and Zip Pay are available through self-checkout on our website. They require full payment upfront, so the deposit option isn’t available with these payment methods. If you’d like to use one of them, we can prepare your order and send you a link to complete checkout on our website.
2. Design changes
Our designer will work with you on changes until you’re happy and approve your design. There’s no set limit on changes. If your changes move well beyond your original brief (for example, a change of design concept after your first design), we’ll talk with you about any extra costs before doing the extra work.
3. If we can’t get the design right
We’re confident you’ll love your design. But if we’ve both made a genuine effort and still can’t arrive at a design you’re happy with, we’ll refund everything you’ve paid us for your order up to that point. For most customers that’s the design deposit; if you’ve paid in full (for example through Afterpay or Zip Pay), you’ll get a full refund.
A genuine effort means:
- you’ve told us what you’d like changed, so our designer has a fair chance to fix it; and
- we’ve worked through at least 3 rounds of changes together.
To ask for a refund, email [email protected] with your order number and what isn’t working for you. We’ll reply within 5 business days. If the steps above have been met, we’ll refund your payment to your original payment method in our next refund run (on the 7th or 21st of each month). If we think there’s still a reasonable chance of getting it right, we’ll tell you why in writing and suggest a next step.
4. If you change your mind during the design phase
If you decide to cancel your order during the design phase for another reason, such as a change of mind, please let us know in writing at [email protected]. Change-of-mind cancellations are covered by section 1 of our Refund Policy, including the deduction for artwork already started (clause 1.3).
5. If we can’t reach you
We need your feedback to complete your design. If we haven’t been able to reach you after our reminders (see Refund Policy clause 1.5.2), we’ll let you know that your order has been cancelled and your design deposit kept, as set out in clause 1.5.3. You’re welcome to get in touch later to reopen your order, and if you’ve paid more than the deposit, we’ll refund the amount above the deposit once you contact us. The refund in section 3 of this policy doesn’t apply in this case.
6. Once you approve your design
Approving your design commits your order to manufacture. From that point, our standard Refund Policy applies, not this Design Policy. The balance of your order is due once you approve your design, and we aim to manufacture your product as soon as we can so your order ships in a timely fashion. If you ask for design changes after manufacture has started, re-processing fees may apply.
7. Your rights
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law.
Contact us
If you have any questions about this policy, you can contact us:
- By email: [email protected]
- By phone: (08) 8317 6055
- By mail: 755a Port Road, Woodville SA 5011