1. Order Cancellations
1.1 Should you wish to cancel an order after payment has been finalised and before it has been dispatched, please contact our team via email at admin@hotcut.com.au.
1.2 For stock items that have not yet commenced processing or custom items that have not yet started the artwork phase, a cancellation fee of 10% will be deducted from your refund amount to cover merchant fees and admin costs associated in cancelling your order.
1.3 For customised items that have commenced the artwork phase. A fee of between $80 and $150 (the final fee will be determined on the labour time already committed to your order) will be deducted from your refund to cover the time your artist has spent on your order, the merchant fees already incurred and any administration time spent on processing your cancellation.
1.4 Once a stock order has been dispatched, or a personalised item has commenced the manufacture process, it cannot be cancelled and will be treated as a return should you not wish to keep the products.
1.5 Hot Cut Laser and Plasma Art reserves the right to cancel any order at any time without prior warning.
1.5.1 – If we cancel the order due to inability to deliver the ordered items, we will apply a full refund.
1.5.2 – We deem a non-responsive customer after 3 attempts to contact have been made and at least 4 weeks from first contact has passed.
1.5.3 – In the case of custom designed or personalised designs. If we cancel an order due to lack of response of the customer (see 1.5.2), any deposit monies paid will be retained for to cover design services rendered.
1.6 We will not provide refunds or rebates if orders are not received on time for events.
2. Incorrect Shipping address / Failure to Collect from Post Office
2.1 Hot Cut Laser and Plasma Art cannot be held accountable if the incorrect shipping address is entered on your order or for parcels that have been returned to sender due to failure to collect.
2.2 Our warehouse team strives to catch as many mistakes as possible and contact you for correct information, but as our systems are automated, not every mistake can be caught. It is the customers responsibility to review the provided shipping and contact information when you receive your order confirmation.
2.3 Orders that are not collected from your Post Office within 14 days are automatically returned to us. If your order is returned to us, you will incur a fee of $20 for the return to sender, and any additional postage to resend the parcel to you.
2.4 When your order is dispatched, you are notified by email of your tracking number and the company used to deliver your order. It is the customers responsibility to keep track of that delivery, especially if it has been diverted to a Post Office as not all posties will leave a card.
2.5 If you have supplied an incorrect shipping address and the parcel is returned to us through a return to sender, you will incur a fee of $20 for the return to sender and any additional postage costs to resend the parcel to you.
2.6 Parcels that have been returned to us will be contacted via email once. Orders are then stored in our pickup area until we receive an updated shipping address and the appropriate fees are paid. Orders will be kept for a maximum of 6 months. After 6 months they will be discarded and no refund will apply.
2.7 If you have supplied an incorrect shipping address and the order has not been able to be recovered. No refund or reimbursements will be provided as we are unable to recover your order.
3. Left in a Safe Place / Delivered
3.1 If you have received confirmation from a shipping provider that your order has been delivered, or that your order has been left in a safe place and you have not seen the product. You need to contact the company that was responsible for your delivery first to see the proof of delivery. They will show you proof of where the parcel was left so you can collect it.
3.2 We will not provide refunds or replacements for orders that have been marked as Delivered, or Left in a Safe Place, unless the carrier confirms with us that a mistake was made in delivery (ie. wrong address). In which case, we will work with the carrier to re-manufacture and resend your order which is covered under our insurance with those carriers.
4. Returns
4.1 We are unable to offer refunds, exchanges or credits on sale items or personalised items, unless the product is deemed faulty in which case please read the ‘Faulty Items’ section.
4.2 You can return or exchange any stock item purchased through our online store within 30 days. This excludes items on sale, acrylic blanks or personalised/custom design items.
4.3 You must request to return the product within 30 days of receipt by contacting us via email at admin@hotcut.com.au , by phone (08) 8317 6055 to let us know if you wish to return or exchange the product.
4.4 The products must be received by us within 14 days of receiving authorisation to return the products. The products must be in their original packaging and unused.
4.5 Return postage costs are the responsibility of the customer.
4.6 If a return is accepted for a refund, there is a 10% re-stocking and administration fee. The re-stocking fee and any incurred costs will be deducted from your refund (such as postage and return to sender fees).
4.7 We recommend you obtain a tracking number for your return postage of the products and insure your parcel as we cannot accept responsibility for parcels damaged or lost in transit. Please return to:
Hot Cut Laser and Plasma Art
755A Port Road
Woodville SA 5011
AUSTRALIA
4.8 We will be happy to exchange the items or process a refund. Items returned after 14 days from refund authorisation will not be entitled to a replacement, exchange or refund.
4.9 Processing returned stock will occur within 10 business days of receiving the returned item. Once returned items are processed, authorisation to pay will be issued to our accounts department.
4.10 Refund payments are processed twice monthly in line with our accounts payable runs. Current processing dates are the 7th and 21st of each month.
5. Personalised Items
5.1 We are not able to accept cancellations or returns on personalised items which have been made specifically for you. We are only able to offer a credit if the item is faulty.
5.2 If you have any queries or want to discuss your wishes before placing an order for a personalised item, please don’t hesitate to give us a call and we will be happy to help.
6. Acrylic Blanks
6.1 We cut our acrylic blank products to order. In the event of a cancellation of an order or a refund request/exchange (change of mind) a 20% re-stocking, merchant and admin fee will apply.
6.2 Custom Design Acrylic Blanks are treated as personalised products and are not refundable.
6.3 Acrylic blanks with custom hole placement beyond the standard hole placement offerings on the website are treated as personalised products and are not refundable.
6.4 Orders will not be refunded for failure to arrive by an event date.
6.5 Return postage costs are to be paid for by the customer when posting the return. Return to sender charges that appear on our account will be deducted additionally on top of the 20% fee above.
7. Faulty Items
7.1 We pride ourselves on having a very high quality of workmanship and we vigilantly inspect every individual item that leaves our warehouse, so we are always disappointed on the very rare occasion that you have received a faulty product.
7.2 Our products are covered by a 30 day workmanship guarantee, If you have identified a fault in our workmanship within 30 days of the date of purchase, then you can return the item under our normal return procedure.
7.3 If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative.
7.4 We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received to determine if they are faulty. We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.
7.5 Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.
Last Revision Date: 23rd May, 2024