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.
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. This may include fabric delays due to worldwide fabric shortages, 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.
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). 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 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
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.
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.
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.
MADE IN AUSTRALIA
CUSHIONS IN 10 DAYS*
Ask us about our 10 day turnaround cushions so you can be enjoying them sooner.
Delivery to most capital cities and metro areas is a flat $35
We are so confident in our cushions that we guarantee our workmanship for the life of the cushion.
Check out our Fabric Library of 800 indoor and outdoor cushion fabrics here
FREE FABRIC SAMPLES
Ask us about our Free Fabric Sample service so you can see the fabrics in the flesh before you buy
Proud to be Australia’s Favourite Cushion Company since 2012, delivering cushions to Sydney, Melbourne, Brisbane and Perth clients.
Want to quickly get a quote and order online? Simple! Check out our Instant Quote page.
Enjoy Total Peace Of Mind With The
Cushion Factory Guarantee
There are 9 very good reasons why you should trust Cushion Factory with your custom made cushions. From a lifetime guarantee on workmanship through to keeping in regular communication throughout the process, you will have complete peace of mind with your cushion ordering experience.
DISCOVER THE DETAILS:
- We offer a LIFETIME GUARANTEE on our workmanship
- We only offer long lasting products, able to withstand the rigours of the Australian lifestyle, perfectly suited to your individual needs.
- We complete your order in the quickest possible timeframe, without compromising on quality.
- We regularly keep you up to date during the manufacturing process, so you know exactly how your order is going.
- We always offer you our best possible price so you know you are getting value for money.
- All manufacturing is done in house by hand picked, suitably qualified people, highly committed to producing quality results.
- We only use high quality fabric, foam, zipping and thread, and guarantee the quality of these products in accordance with the manufacturer’s warranty. All components used in the manufacture of our cushions have been tested for durability, safety and comfort, so you have the security of knowing you have a fully backed product.
- All orders are closely inspected before shipping to ensure top quality for our valued customers.
- We guarantee that your new cushions will create a welcoming place in your home that you and your guests can’t wait to relax in.