Refund Policy


RETURNS AND EXCHANGES


We want you to LOVE your purchase. We do everything we can to make sure your cushions look stunning, feel stunning and will be stunning when they get to you however if the cushions arrive damaged please return them within 7 days for a replacement or refund, however please be aware that because items are made to order we cannot refund if you are unhappy with colour matches, design or fabrication, in order to counter this problem we do offer a free, fast swatch service so that you can make sure you are happy with the quality and colour before you place your cushion order.

Our policy lasts 30 days, please note we don't refund for goods that haven't been placed in the correct situation, ie 3D cushions in heavy use spaces where they have been flattened.

With bespoke orders for sizes, colours and styles not available from the website there is a no refund policy unless the goods arrive faulty. 
To make a return, write on the back of your delivery note, giving your reason for return and wrap the item securely. We will also refund the delivery if the refund is as a result of our error.
 We cannot take responsibility for goods lost in return transit if you do not use a secure method of posting.

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.  

We do not refund on any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

 

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at 

info@cushlab.co.uk.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@cushlab.co.uk and send your item to: 5 Clifton House, 54 Ashford Road, null GB TN30 6LL.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will found out about your return. 

  

Shipping

To return your product, you should mail your product to: 5 Clifton House, 54 Ashford Road, GB TN30 6LL

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

TRADE DESCRIPTIONS ACT
 All dimensions are appropriate and every care has been taken to ensure that colours are reproduced accurately. As all of the items are made individually from natural materials so shading, stitching and dimensions may vary slightly from the product pictured. Please note that we are happy to send fabric swatches for the cushions out free of charge before you make an order so that you can check colour and quality.