Return, Refund, and Exchange Policy

Ⅰ. Return and Exchange Policy

Thank you for choosing to shop with us.

To ensure a clear and efficient process, please review the following return, refund, and exchange policy before submitting any requests.

Ⅱ. Return and Exchange Period

• According to the Australian Consumer Law (ACL), you are entitled to request a return, refund, or exchange within 14 days of receiving the product.

• Requests for returns, refunds, or exchanges must be made within 14 days of receiving the item.

• Requests made after this period will not be accepted.

Ⅲ. Conditions for Acceptance

The following conditions apply for returns, refunds, or exchanges:

• Appearance Defects: Visible wear and tear or damage.

• Quality Defects: Missing accessories or damaged original packaging.

• Odour or Discoloration: Abnormal smell or significant color difference.

• Handling Damage: Damage incurred during shipping, assembly, or storage.

• Product Modification: Permanent changes or customizations made to the product.

• Incorrect Product: The product received does not match what was ordered.

• No Reason Returns: Returns without the need to provide a reason.

Ⅳ. Return Request Process

1. How to Apply

   • Contact our after-sales support team and provide the following information:

     • Order number

     • Proof of payment (e.g., screenshot or receipt)

     • Clear photo or video of the product

2. Approval and Return Instructions

   • Once your request is approved, we will send you a prepaid return label (PDF) and shipping instructions.

   • Ensure the item is properly packed and affix the label before sending it back.

   • The return label is valid for 7 calendar days.

   • You must return the item to the designated carrier within this period.

Ⅴ. Return Conditions and Fees

• Returns within 14 days will have the shipping and handling fees covered by us.

Ⅵ. Refund and Exchange Process

1. Exchange

   • Once the returned item is inspected and confirmed, a replacement item will be sent immediately, and tracking details will be provided.

2. Refund

   • After inspecting and verifying the product, we will issue a full refund via the original payment method (Visa or MasterCard).

   • The refund should be processed within 10-15 business days.

   • If the refund is not received within a reasonable period, please contact our support team with proof.

Ⅶ. Contact Information

• Address: 7830 HARDY ST, OVERLAND PARK, KS, 66204-2640

• Contact Number: +1(305) 924-3260

• Email: aide@cushionhaven.com

• Service Hours: Mon-Fri, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)

We handle all return and exchange requests in accordance with applicable Australian laws and the terms outlined in this policy, aiming to continuously improve the customer experience.