Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Personalized cushions and custom designed items cannot be returned or refunded once production has started, due to the bespoke nature of your order, exceptions to this are if the items are delivered damaged or defective.
We specialize in custom made products we will send you a proof of the final design and you are responsible for signing that design off, once design has been confirmed and sent for production we cannot stop the process for alterations. Please ensure that any customisation is thoroughly checked before finalising your proof as we will not be held responsible past final proof stage.
To start a return, you can contact us at cushteedesigns@gmail.com. Please note that returns will need to be sent to the following address: 20 Stirling Road Birmingham United Kingdom B73 6PR.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for the cost of return shipping.
You can always contact us for any return question at cushteedesigns@gmail.com.
If This item is made to order and personalised for you.
Under EU consumer law, personalised products are not eligible for cancellation or return once production has begun.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note we cannpt exchange personalised or custom design products.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cushteedesigns@gmail.com.