Returns and Refunds
At Cushion Covers Store, we value transparency and aim to build long-lasting relationships with our customers. We have a stringent product quality process and source our products with great care. We currently carry the following different types of products: custom-made cushions and cushion covers, custom-made bean bags and covers, custom-made throws, stock-item cushion covers and goose-feather cushion pad inserts. The terms 'cushion and 'pillow' are used interchangeably for the benefit for our global customers, and refer to the same product.
Please do not return a product without contacting the support team first. We are not responsible for items sent without authorization as we cannot guarantee their delivery, and thus, a refund.
The email address is sayhello@cushioncoversstore.com. Please read the following carefully as returns/ refunds differ based on the type of products you have ordered.
Cancellation Policy
Our custom-made cushions, cushion covers, bean bags and bean bag covers are sent to production immediately after the receipt of your order. You will incur a 50% service charge for cancellation.
Orders for our stock-item cushion covers and cushion pad inserts can be cancelled up to the moment of shipment. After the product has shipped, our returns policy applies.
Note: there is a 3% service charge for all cancelled orders.
How do I return my item and receive a refund?
Stock-item Cushion Covers
If your stock-item cushion cover item is faulty in any way, we will redo it. Please contact our Customer Support team quoting your order number within 14 days of receiving your product. We will then explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our support team. The email address is sayhello@cushioncoversstore.com
In most cases, we will remedy the issue via email, typically within a few hours. If the fault cannot be verified over email, we may request you to return the product for inspection. Please do not send a product back to us without contacting the support team first, as we cannot guarantee its delivery.
If you are unhappy with the quality of your stock-item cushion cover, we will gladly accept your return and refund your purchase. Please contact our Customer Support team quoting your order number within 14 days of receiving your product. The email address is sayhello@cushioncoversstore.com
Please note that to be eligible for a refund you will need to also ship your return within 14 days of having received the item(s).
Please do not return a product without contacting the support team first. We are not responsible for items sent without authorization as we cannot guarantee their delivery, and thus, a refund.
Custom-made Cushions, Cushion Covers, Throws, Bean Bags and Bean Bag Covers
We do not offer refunds for custom-made items.
If your custom-made item is faulty in any way, we will redo it. Please contact our Customer Support team quoting your order number within 14 days of receiving your product. We will then explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our support team.
The email address is sayhello@cushioncoversstore.com
In most cases, we will remedy the issue via email, typically within a few hours. If the fault cannot be verified over email, we may request you to return the product for inspection. Please do not send a product back to us without contacting the support team first, as we cannot guarantee its delivery.
Please note that to be eligible for a refund you will need to also ship your return within 14 days of having received the item(s).
Note to EU Customers:
Cushion Covers Store reserves the right to refuse returns of non-faulty goods at its sole discretion because these items have been custom-made to order and in some cases can not be reused. EU law Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.
Cushion Pad Inserts
We do not offer refunds for cushion pad inserts.
Miscellaneous Notes
Buyer's Remorse applies to all products
We do not accept returns for color variations or a change of heart. Please note that the images for products on the website should be used as a reference only in conjunction with the written descriptions. Due to the nature of color calibration, the colors on your monitor or phone will differ from the actual product. Products can also look different under artificial light as compared to natural light. We encourage you to be responsible for your own purchasing decisions.
Please note that we do not offer any reimbursement toward postage costs.
We do not offer refunds for an erroneous address. We will gladly ship the product/s to the address you give us but you are responsible for its validity and accuracy. Please verify that you have entered it correctly before you submit your order.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.