Terms and Conditions

Outdoor Cushion Specialists in Sydney, Melbourne, Brisbane, Perth and Australia.

Please choose items and check measurements carefully as custom made cushions are non-refundable. Fabric colours may vary from screen to screen, so we recommend you see a live sample of the fabric before you place your order, either ask for a sample to be posted out to you or visit one of our Showrooms in Sydney, Melbourne, Brisbane or Perth. Fabric patterns may not be shown to scale, so we highly recommend seeing the fabric before ordering.

Lead Times

Please see our Lead Times page here for an estimated completion time for your cushions.

Due to the custom nature of our business, full payment for your outdoor cushion must be made upfront.

Cushion Factory Responsibilities

CUSHION FACTORY guarantees it’s workmanship for the life of the cushion, subject to normal use.

Cushion Factory will manufacture cushions as per your order instructions, to within an error margin of 10mm.

Cushion Factory will advise you as soon as possible if your order may be delayed due to factors outside of our control during the manufacturing process, however we will offer you substituted fabric options if the delay is inappropriate. Cushion Factory offers all fabrics on our website as being currently available from our suppliers, however we can’t control our suppliers stock levels.

Cushion Factory 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.

Customer Responsibilities

Customers are to ensure that they are 100% happy with the fabric choice by seeing a live fabric sample before ordering and by checking the Fabric Facts pdf on the Fabrics page – https://www.cushionfactory.com.au/fabrics/ Please don’t rely on computer screens to give you accurate colours as the colours vary monitor to monitor

Customers are to ensure measurements are correct, please review our ‘How To’ guides or contact our customer service representatives on 1300 448 297 for assistance.

Customers are to ensure they understand the standard placement of zips, ties and seams before ordering

Customers are responsible for any costs and delays associated with correcting mistakes made by the customer including all shipping charges (both ways)

Cushion Factory is not responsible for cushions the customer thinks are not comfortable enough or does not like for some other subjective reason

It is up to the customer receiving the package to check for shipping damage prior to opening. Photograph the damaged area and notify Cushion Factory within two (2) business days. We require photographs (prior to opening) and all packaging materials in order to process the claim on your behalf.

Please notify Cushion Factory within 5 business 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 and we will cover all shipping costs to do so. We may ask you to return the cushion to us ( or in some cases we may ask for the cushion cover only) by wrapping it back up securely in our packaging, printing out a connote and placing the parcel with the connote in a safe place for our couriers to collect. We do not offer a refund. The customer acknowledges that we reserve the right to rework any cushions to correct our mistakes

Customers acknowledge that fabric is a ‘living material’ and fabric can expand and retract depending on humidity and heat. This may cause some rippling in the fabric, which is quite normal.

Customers acknowledge that we will not automatically centre any hero pattern of a fabric on a cushion, unless specifically requested and a surcharge paid.

Customers understand that Cushion Factory does not refund paid orders if customer’s simply change their mind as per normal business practices. Alterations to orders can be made, however a fee may be charged. This fee will be determined by the timeframe from date of order, to when the changes are made. Cancelled orders due to other reasons incur a $150 fee.

Customers understand 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

Customer’s understand that some cushions may require a join in the fabric due to the size of the cushion and / or pattern matching. If you would like to know if your order of cushions may have a join, please ask our sales team.

Customers understand that 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 small overall height to the cushion, to give that plush look and feel. Please see our How To Guides for more information.

Customers understand 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.

Customers understand that unless specified otherwise, the foam used is a ‘medium grade’.

Customers understand that when you order “Covers Only”, and you provide your own foam. we can’t guarantee the fit of the new covers due to us not knowing the condition of your existing foam, being the density and age of your foam or if the appropriate dacron wadding is in place or not. Also, the new covers may sit differently on your foam due to different fabric being used and possible sagging of the old cushion. To overcome this, let us complete a whole new cushion for you with foam, then we guarantee the fit.

Customers understand that if you choose “new covers only”, Cushion Factory will make every effort to provide good fitting covers.  

Customers understand that delivery charges are non refundable and that a ‘safe place to leave’ must be advised upon placing an order so that the couriers can leave the parcel if there is no one home to accept delivery.

Customers understand that delivery delays with couriers are out of our control.

Customers understand that if they request for their initial order to be delivered in 2 consignments at different times, then a $100 extra freight charge will apply.

Customers understand that if they purchase a ‘look’ with multiple fabrics and then we are advised that some of those fabrics are out of stock, that they can only choose another fabric to replace the unavailable ones, and not the whole ‘look’

Customers are aware that velcro, zipping, zip sliders , liner bags, hollowfill, pillow inserts and any other ancillary product is not covered under warranty

Special Prices, Coupons and Discounts

Any offer of free cushions or discounts are stand alone and cannot be used with any other offer, are retrospectively applied to orders.

If you purchase from Cushion Factory, you agree to these Terms and Conditions. If you don’t agree with these Terms and Conditions, please do not purchase from Cushion Factory.

Thank you.

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