Return Policy
Every CushionKings cushion is custom-made to your exact specifications. Please read our policy carefully before placing your order.
All Orders Are Custom-Made to Order
Because each cushion is built to your specific measurements, fabric selection, fill type, and welt style, we are unable to accept returns simply due to a change of mind. We encourage you to request fabric samples before ordering and to double-check your measurements using our Measuring Guide.
Returns We Accept
We will accept a return or issue a replacement in the following situations:
- The cushion arrived defective or damaged
- The cushion was made to the wrong dimensions due to a production error on our part and its outside of our +/- .5" width and depth tolerance and +/- 1" thickness tolerance for crowning
- The wrong fabric or color was used due to a fulfillment error
- A manufacturing defect covered under our 2-year limited warranty
- The order was significantly different from what was confirmed at checkout
Non-Returnable Situations
The following situations are not eligible for return or refund:
- Change of mind after production has begun
- Incorrect measurements provided by the customer
- Fabric color variation between screen display and actual fabric
- Normal wear and tear from outdoor use
- Damage caused by improper cleaning, storage, or use
- Orders cancelled after the 24-hour cancellation window
Order Cancellations
You may cancel your order within 24 hours of placing it for a full refund, provided production has not yet begun. After 24 hours, or once your order has entered production, cancellations are not accepted as materials will have already been cut and allocated to your order.
To request a cancellation within the 24-hour window, contact us immediately by phone at (909) 371-4450 or by email at [email protected].
How to Initiate a Return
Contact us within 5 days
Reach out by phone or email within 5 days of receiving your order. Returns requested after this window may not be accepted.
Provide your order number and photos
Email [email protected] with your order number and clear photos showing the issue. This helps us assess the situation quickly.
Await our review
Our team will review your request within 2–3 business days and contact you with next steps.
Ship the item back if approved
If your return is approved, we will provide return shipping instructions. Please do not ship items back without prior authorization, unauthorized returns cannot be processed.
Refund or replacement issued
Once we receive and inspect the returned item, we will issue a replacement within 15-20 business days.
Return Shipping Costs
If the return is due to a defect or error on our part, CushionKings will cover return shipping costs. If the return is for any other approved reason, the customer is responsible for return shipping. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
Questions About a Return?
Our team is available Monday–Friday, 8 AM–4 PM PST. We're here to help resolve any issue with your order.