1. SCOPE
This policy sets out the returns and refunds terms for all goods purchased from The Cushion Warehouse Ltd, whether via our online store, email, telephone, or other direct sales channels.
2. CONSUMER CANCELLATION RIGHTS (14 DAYS)
Under the Consumer Contracts Regulations, if you purchase goods as a consumer via a distance selling method (including online, email, or telephone), you have the right to cancel your order within 14 days of receiving your goods without giving any reason.
To exercise this right, you must notify us of your intent to return the goods within 14 days of receipt by emailing info@cushionwarehouse.co.uk. Failure to notify us within this period may result in refusal of the return.
Your cancellation notice must include your order number, full name, email address, and where possible a contact telephone number and postal address.
Once notified, you then have a further 14 days to return the goods to the following address:
The Cushion Warehouse Ltd
Returns Department
6 Luck Farm Business Park
Vicarage Lane
Burwash Common
East Sussex
TN19 7LP
You are responsible for ensuring the goods are returned within this timeframe and for all return postage costs.
Goods must be returned unused, in their original condition, and where reasonably possible, in their original packaging. You are responsible for taking reasonable care of the goods while in your possession.
We may make deductions from your refund for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
If your return meets the above conditions, you will receive a refund of the price paid for the goods, including standard delivery charges (where applicable). Return postage costs will not be refunded.
Refunds will be processed to your original payment method without undue delay and in any event no later than 14 days after we receive the returned goods or evidence of return, whichever is sooner.
3. EXCLUSIONS FROM CANCELLATION RIGHTS
The right to cancel under Section 2 does not apply to the following items:
3.1 Made to Order, Bespoke and Custom Products
Made to order, bespoke or custom-made products are any goods manufactured, cut, filled or produced to the customer’s specific requirements. This includes cushion pads, inserts, cut-to-size foam, bedding, and filled products made to non-standard sizes, custom fill requirements, or other customer-selected specifications.
These items are are exempt from cancellation and cannot be cancelled or refunded once the order has been accepted.
We strongly advise that all measurements, specifications, and requirements are checked carefully before placing your order.
3.2 Cut-to-Measure Materials
Any fabric or material cut to a customer’s requested length. This includes lining fabrics cut from the roll, whether supplied by the metre or as sample pieces.
4. BEDDING PRODUCTS – HYGIENE SEAL REQUIREMENT
For hygiene reasons, bedding products may only be returned under the cancellation rights set out in Section 2 if they are unused, unopened, and in their original sealed packaging with the hygiene seal intact, and are in a fully resalable condition.
Where the hygiene seal has been broken, or the packaging opened, bedding products are not eligible for cancellation or return unless they are faulty or not as described.
This does not affect your statutory rights.
5. FAULTY, DAMAGED OR MISDESCRIBED GOODS
If you believe an item you have received is faulty, damaged, or not as described, you must contact us as soon as reasonably possible before returning it.
We will work with you to resolve the issue as quickly as possible and may request photographic evidence or further information to assess the issue.
Where a fault is confirmed within 30 days of delivery you will be entitled to a refund. After 30 days, we reserve the right to offer a repair or replacement in the first instance. If a repair or replacement is not possible or unsuccessful, a refund may then be provided in accordance with your statutory rights.
This does not affect your statutory rights.
6. RETURNS AUTHORISATION & REFUND PROCESSING
All returns must be authorised by us before being sent back. Unauthorised returns may not be accepted or processed.
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to your original payment method within 14 days.
If you have not received your refund within 14 days of receiving confirmation that it has been processed, please check with your bank or card provider before contacting us, as processing times may vary before the funds appear in your account.
For any questions relating to our Returns & Refunds Policy or terms of sale, please contact us at: info@cushionwarehouse.co.uk