Returns + Exchanges

 

Here at The Cushy Store, we want you to have complete peace of mind when you choose to shop with us. Ordering online should be smooooth and we are here to help from start to finish. We hope you love your Cushies as much as we do but understand that in some cases you may need to contact us to organise a return, and we are here to make this as easy as possible for you. 


CANCELLING

Customers can make a free cancellation within 12 hours of placing an order and receive a complete refund of the money. However, after that time has passed, the order is being processed, and therefore cannot be cancelled.

If you have to cancel your order for any reason, please reach out to us immediately at support@thecushy.store, if you are able to cancel within the given time frame.


REFUNDS

We have a hassle-free 30-day money-back guarantee. If you aren’t totally satisfied with your purchase for any reason, we’ll give you a full refund within 30 days of receipt. 

Try our products completely risk-free. If you're not 100% satisfied within 30 days of receiving your product, contact us to arrange a return. 

All refund issues are processed through our Support Team which you can contact by emailing support@thecushy.store.

We will also provide the nearest location to you where you can send your item(s) back.

If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5 - 7 business days once we have received back the item. Please note that under no circumstances can we refund onto another credit/debit card.

Please note that we cannot process exchanges/replacements or refunds after 30 days after the receipt so please be sure to contact us ASAP.

Have any questions about our hassle-free 30-day return policy?
Please do not hesitate to contact us at support@thecushy.store at any time.


RETURN/REFUND SHIPPING COSTS

All refunds are processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable.

Please also note that you are responsible for the shipping costs for returning your item.


DAMAGED/FAULTY ITEMS

In the unlikely event that your item arrives in an unsatisfactory condition, or is damaged upon arrival, we will fix the problem right away. In order to process this, you will need provide us with photos or videos of the issue to us at support@thecushy.store.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of our Management Team.

Please also note that on occasion there may be slight colour/shade disparity between the colours of our items on different platforms e.g. mobile/tablet due to tint and contrast difference, however we aim to accurately demonstrate all of our products on our website as clearly as we can.


ADDRESS ERRORS

Please make sure to triple check your address when entering your details on our contact information page, and be sure to include your phone number. If you have entered the wrong address, moved or need to change a product size/colour/style after your order has been shipped and you've received your shipping confirmation, we will be unlikely to be able to accommodate you nor offer a refund. Please contact us ASAP if you notice a mistake or error, so we can contact our warehouse.


MARKED AS DELIVERED

If an item is marked as successfully delivered by the domestic postal service in your country to the correct address provided upon ordering but has not successfully arrived, you must contact the local post office and bring for us formal affidavit of a lost, stolen or undelivered package. After that, we will do our best to resend a replacement order to you!

This is left to the discretion of thecushy.store, however in this specific scenario we cannot issue a refund.

Please contact us ASAP so we can help at support@thecushy.store. Each case is different so be sure to include all relevant information when contacting us.


DELAYED ORDERS

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping policy.

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However, on occasion, items do get mislaid or held up for a substantially long time, and we are 100% committed to resolving this fully on a case-by-case basis.

Each case is different so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at support@thecushy.store.


LATE OR MISSING REFUNDS VIA CREDIT CARD:

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 within 10 days, please contact us at support@thecushy.store.