Terms and Conditions – Outdoor Cushion Specialists in Sydney, Melbourne, Brisbane, Perth and Australia.
Due to the custom nature of our business, full payment for your outdoor cushion 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. 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.
Please choose items and check measurements carefully as custom made cushions, fabric cuttings and foam cuttings 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.
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.
Outdoor Cushion 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.
Cushion Factory will allow cancellations to orders within 1 business day of placing the order, but this will incur a $150 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 small overall height to the cushion, to give that plush look and feel. Please see our How To Guides for more information.
Unless specified otherwise, the foam used is a ‘medium grade’.
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-Express fabrics.
If you purchase from Cushion Factory, you agree to these Terms and Conditions.
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 are 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.