Due to the custom nature of our business, full payment for custom made cushions must be made upfront.
Any offer of free cushions are stand alone and cannot be used with any other offer.
CUSHION FACTORY guarantees it’s workmanship for the life of the cushion on it’s made to order cushions online Australia. Please if you do have an issue, contact us and we may ask you to return the cushion to us ( or in some cases we may ask for the cushion cover only ) and we would be more than happy to make the necessary repairs and cover freight costs. Due to insurance constraints, home visits are not available.
Please choose items and check measurements carefully as custom made cushions, fabric cuttings and foam cuttings are non-refundable. If you are unsure of fabric colours, please contact us for fabric samples.
To ensure measurements are correct, please review our ‘How To’ guides or contact our customer service representatives on 1300 448 297 for assistance. Cushion Factory will produce custom made cushions to customers’ measurements to within an error margin of 10mm.
Please notify Cushion Factory within 3 days of receiving your order of any items that appear faulty or not made in accordance with your invoice. If an item has not been made in accordance with the customer’s invoice or appears faulty, Cushion Factory will, at it’s own expense, re-work the cushions to correct the mistake or manufacture complete new cushions if the cushions are returned to us unused. We do not offer a refund.
If you feel that your custom made cushion has not been made according to your invoice, and your cushion is returned to us for checking, clients will be responsible for the freight charges back and forth if we find the cushion has been made according to our invoice.
If we make replacement cushion covers for you, keep in mind that the new covers may sit differently on your cushions due to different fabric being used and possible sagging of the old cushion. We will not adjust the fill to your existing cushions – just make new covers or a complete new cushion.
Cushion Factory will allow cancellations to orders within 1 business day of placing the order, but this will incur a $25 admin fee. Once a custom order is in production, the order can be changed, however there will be a fee charged. Orders can be cancelled after this 1 business day grace period, but a fee will be charged depending on how far into production the order is.
We have chosen reliable transport options for delivery of our precious goods around Australia. We do stipulate however that we have asked our couriers to leave the item at the delivery address whether there is someone home or not, so please select your delivery address carefully. If incorrect delivery information is submitted, you will be responsible for any fees associated with redirecting your deliveries and/or lost merchandise.
Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to our Customer Service Team.
Delivery charges are non refundable.
Please be advised that long cushions may be folded to minimise freight costs and to keep within transport limitations. This may cause some small, temporary fold lines until the cushions have settled into their correct size and shape.
Please note that Throw Pillows or Floor Pillows are measured from seam to seam. Once filled, the cushion will pillow out and therefore will take up less space than the measurements. For clarification of this, please see our How To Guide or contact our Sales Team on 1300 448 297.
All foam cushions are wrapped in dacron which smooths out the foam and softens the cushion, giving it a more comfortable look and feel. This wrapping will add a visual overall height to the cushion.
Unless specified otherwise, the foam used is a ‘medium grade’.
All products are to be collected from our showroom in Bellevue, WA unless a delivery address appears on our invoice.
Turnaround times vary during the year, so please contact us if you would like to know our current turnaround time. Please allow extra time for cushions made with non-stock fabrics.
Free Throw Pillow offer for joining THE CUSHION CLUB for orders of $750 or more. Please put your fabric choice in the comments section of your order. The free throw pillow is a 45cm square throw pillow, filled with hollow fill and made in a stock fabric from the same category as the cushions in your order. Free Throw Pillow must be ordered at the same time as the original order.
If you purchase from Cushion Factory, you agree to these Terms and Conditions.