Returns Policy
Because all products sold by Red Hot Design are custom made and decorated to order, we do not offer returns, refunds or exchanges for change of mind, incorrect size selection, colour choice, or order errors made by the customer.
Custom products cannot be resold once produced.
This policy does not affect your rights under the Australian Consumer Law (ACL).
Faulty or Defective Products
If your order arrives with a genuine manufacturing fault or production error, you may be entitled to a repair, replacement or refund in accordance with Australian Consumer Law.
Examples of faults may include:
- Incorrect product supplied
- Incorrect decoration compared to the approved proof
- Printing or embroidery defects caused by our production process
- Damaged items received in transit
- If you believe your item is faulty, you must notify us within 7 days of receiving your order by emailing info@redhotdesign.com.au and include:
- Your order number
- A description of the issue
- Clear photos showing the problem
- We may request the item to be returned for assessment before approving a replacement or refund.
What Is Not Considered a Fault
The quality of the final decorated product is dependent on the quality of the artwork files supplied by the customer at the time of ordering. By placing an order, the customer acknowledges that the artwork provided will be printed as supplied.
We do not provide artwork proofs for every order. In some cases, if artwork appears unsuitable for production, we may contact the customer to request confirmation or approval before proceeding. If approval is provided, the customer accepts responsibility for the final printed result.
Refunds, replacements or returns will not be offered for issues resulting from:
- Low-resolution, pixelated or blurry artwork supplied by the customer
- Incorrect file format, colour mode, sizing or scaling of supplied artwork
- Colours appearing differently when printed compared to on-screen display
- Spelling, layout or design errors contained in customer-supplied artwork
- Artwork that has been approved by the customer after review
- Minor variations in print placement or colour that are considered normal within the printing process
This does not affect your rights under Australian Consumer Law where a product is genuinely faulty or not produced as ordered.
No Change of Mind Returns or Exchanges
We do not accept returns or exchanges for:
- Change of mind
- Incorrect size or product selection
- Ordering the wrong quantity
- Delivery delays outside our control
Please choose carefully when placing your order.
Return Authorisation (RMA)
All approved returns require a Return Merchandise Authorisation (RMA) before sending any items back.
To request an RMA, email info@redhotdesign.com.au with your order details and reason for return.
Returns sent without an approved RMA may not be accepted.
If a return is approved, return instructions will be provided.
Return Shipping
If the return is approved due to a fault, return shipping costs will be covered or reimbursed by Red Hot Design.
If a return is approved for any other reason (where applicable), return shipping costs are the responsibility of the customer.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund if a product has a major failure, or to have the product repaired or replaced if it fails to meet consumer guarantees and the failure is not minor.
For custom-made and personalised products, “acceptable quality” is assessed based on whether the product:
- Matches the description and specifications at the time of order
- Has been produced using the artwork files supplied by the customer
- Has been manufactured and decorated in a commercially acceptable manner
- Issues arising from customer-supplied artwork, including resolution, colour selection, spelling, layout or design choices, do not constitute a product fault under Australian Consumer Law.
Nothing in this policy limits your rights under Australian Consumer Law.
