Cancellations and Returns
We aim to ship within 2 working days of an order being placed and payment confirmation being received. Should you wish to cancel an order after payment has been accepted and before it has been dispatched, please contact our team via email at admin@hotcut.com.au. Any processing costs associated with your order may be deducted from your refund. Once an order has been dispatched, it cannot be cancelled and will be treated as a return should you not wish to keep the products.
Hot Cut Laser and Plasma Art reserves the right to cancel any order at any time without notification.
Due to postage being out of our control we are unable to guarantee delivery schedules and we do not accept returns on products that do not arrive in time for your event.
Hot Cut Laser and Plasma Art cannot be held accountable if the incorrect shipping address is entered on your order. 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. Please ensure you review your shipping and contact information when you receive your order confirmation.
Returns
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.
You can return or exchange any item (except Acrylic Blanks) purchased through our online store within 30 days. This excludes sale and personalised items.
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.
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.
Return postage costs are the responsibility of the customer.
If a return is accepted for a refund, there is a 10% re-stocking fee. The re-stocking fee and any incurred costs will be deducted from your refund (such as postage and return to sender fees).
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
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.
We will process all returns as soon as we can, but it may take up to 10 working days to complete. We will email you once the return has been processed.
Personalised Items
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.
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.
Acrylic Blanks
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 fee applies.
Due to postage being out of our control we are unable to guarantee delivery schedules and we do not accept returns on products that do not arrive in time for your event.
Initial Shipping costs will not refunded by us and return shipping costs are the responsibility of the customer.
Faulty Items
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.
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.
If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative.
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.
Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.