Let’s Be 100% Clear Upfront – Before We Proceed With Your Custom Made Outdoor Cushions. 

Do yourself, and us a favour and only order your cushions once you have double checked the measurements, are sure you want to have the cushions made, and are sure about the colour selected.  Custom made cushions cannot be returned like a pair of jeans or a shirt. 

At The Cushion Company, we strive to ensure that our customers are completely satisfied with their purchases. However, we understand that there may be occasions when you may wish to return an item. Our return policy is designed to be as clear and comprehensive as possible

1. Eligibility for Returns

Custom-Made Cushions: Due to the bespoke nature of custom-made cushions, these items cannot be returned unless they are faulty or not made as per the specifications provided in your order. We strongly recommend double-checking your measurements and colour choices before placing your order.

2. Return Process

2.1 Initiating a Return: To initiate a return, please contact our customer service team via email at service@thecushioncompany.com.au. Provide your order number, details of the item(s) you wish to return, and the reason for the return.

2.2 Return Authorization: Once your return request is approved, you will receive a Return Authorization Number (RAN) and instructions on how to return your item(s). Please do not send any items back without a RAN, as they will not be accepted.

2.3 Shipping Costs: If the return is due to a fault or error on our part, we will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping costs.

3. Inspection and Processing

3.1 Inspection: Upon receipt of the returned item(s), our team will inspect them to ensure they meet the return eligibility criteria. This process may take up to 5 business days.

3.2 Processing: If the returned item(s) is indeed faulty we will process your refund or exchange within 7 business days. Refunds will be issued to the original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider typically 3 – 5 business days

4. Non-Returnable Items

4.1 Custom-Made Cushions: As mentioned, custom-made cushions cannot be returned unless they are faulty or not made as specified.

4.2 Sale Items: Items purchased on sale or clearance are final sale and cannot be returned or exchanged.

5. Faulty or Incorrect Items

5.1 Reporting Issues: If you receive an item that is faulty, damaged, or not made as specified in your order, please contact us within 7 days of receipt. Provide your order number, details of the issue, and photos to support claim/s.

5.2 Resolution: We will work with you to resolve the issue promptly. This may include repairing the item, manufacturing a new item, or providing a refund. We will cover all associated shipping costs for faulty or incorrect items.

6. Additional Information

6.1 Colour Variations: Please note that fabric colours may vary slightly from the images shown on our website due to differences in device displays. We recommend ordering free fabric samples before placing your order to ensure you are satisfied with the colour.

6.2 Measurement Accuracy: We produce custom-made cushions to customers’ measurements with an error margin of +/- 1cm. Please ensure your measurements are accurate to avoid any issues. Keep in mind It can take up to 1 week for the cushion to resume its full shape.

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