Refund policy

Return and refund policy

Last updated: 10 November 2026

Many Hot Dot Laser products are made to order or personalised. Please check all names, spelling, capitalisation, dates, wording, design choices, positioning and uploaded artwork carefully before placing your order.

Cancelling before production begins

If you need to cancel or change an order, contact us as soon as possible at hello@hotdotlaser.com or 07773 006700. We can cancel the order and issue a full refund if production has not begun. Because we often begin work quickly, we cannot guarantee that a cancellation or amendment request will reach us before production starts.

Personalised and made-to-order products

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Once production has begun, personalised or custom-made products cannot be cancelled, returned or refunded simply because you have changed your mind or supplied incorrect personalisation details.

This does not affect your legal rights where an item is faulty, damaged, not as described, or made incorrectly because of an error by us.

Non-personalised products

For a non-personalised product bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the product. After telling us, you must send the product back within a further 14 days.

You are responsible for the direct cost of returning an unwanted non-personalised product. You may inspect the product as you would in a shop. We may reduce the refund if handling beyond what is necessary to establish the product’s nature, characteristics and functioning has reduced its value.

Faulty, damaged or incorrect products

We are under a legal duty to supply goods that conform to the contract. If your product is faulty, arrives damaged, is not as described, or we have made an error with the personalisation, contact us as soon as reasonably possible. Please include your order number and, where useful, clear photographs showing the issue.

Where the problem is our responsibility, we will cover reasonable return postage and provide the remedy required by law, which may include repair, replacement, price reduction or refund depending on the circumstances. Your statutory rights are not affected.

How to make a return

Email hello@hotdotlaser.com with your order number, the item you wish to return and the reason for the return.

Wait for our return instructions before sending the item, so that we can identify and process it correctly.

Package the item securely and send it to: HOTDOT LTD, 42 Auster Road, York, YO30 4XA.

For a change-of-mind return, use a suitable tracked service and keep proof of postage. You are responsible for the item until it reaches us.

Refunds

For an eligible change-of-mind cancellation, we will refund the product price and any standard outbound delivery charge paid. If you selected a more expensive delivery service, we do not have to refund the additional amount above the cost of our least expensive standard service.

We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. Refunds are made to the original payment method unless we expressly agree otherwise. Your bank or payment provider may take additional time to show the refund.

Model cancellation form for non-personalised goods

You may use the wording below, but you do not have to use this form:

To HOTDOT LTD, 42 Auster Road, York, YO30 4XA, hello@hotdotlaser.com:

I/We give notice that I/We cancel my/our contract for the sale of the following goods: [describe goods]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Signature (only if sent on paper): [signature]. Date: [date].

Contact

Email: hello@hotdotlaser.com

Telephone: 07773 006700

Returns address: HOTDOT LTD, 42 Auster Road, York, YO30 4XA