Refund policy

Last updated: June 07, 2024

1. Returning an item
We have a no-return policy, which means we don't accept a return of purchased items after they've been dispatched from our side. Our goods are not wearable, edible, of organic matter or with an expiration date, so there's no justifiable reason for returning it after the purchase.

[Exception to this rule applies on shipments sent to EU and EEA, see more in article 6 below.]

2. Order cancelation
You can request to cancel your order by email within 24 hours after placing it, or before we dispatch it to the courier, whichever happens sooner. You will be notified by email once your order is dispatched and tracking number will be provided. Once the order is dispatched, we have no way of retrieving it and the cancelation/refund of your order isn't possible anymore.

Gift cards are not eligible for cancelation after the purchase is completed.

[Exception to this rule applies on shipments sent to EU and EEA, see more in article 6 below.]

3. Refunds
Obtaining a refund is possible only in case of order cancelation. You can request to cancel your order by email within 24 hours after placing it, or before we dispatch it to the courier, whichever happens sooner. Your refund will be processed immediately upon cancelation of the order. 

Please remember it can take some time for your bank or credit card company to process it and for the amount to become visible on your bank account. If more than 15 business days have passed since we’ve approved your refund, please contact us at support@cushyhome.co.

4. Damages and issues
If your item arrives damaged, you might be eligible for a replacement upon contacting us and providing a proof of damage/issue. Please inspect your order upon reception and contact us immediately at support@cushyhome.co if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and correct it.

5. Damaged or lost packages

  • If your package arrives damaged:
    Please take photos/videos of the packaging before unpacking it and contact us immediately. Having a proof of damage helps us file a complaint with the courier company.
    • If solely the packaging is damaged, yet the contents of the order are intact, no need to report this as we will not be able to file a case with the courier. It's unfortunate, yet happens often that packaging gets squished, torn or slightly damaged during transport.
    • If the contents within the packaging are damaged due to the courier's negligence and mismanagement of the delivery, please contact us with the photo/video evidence so we can file a complaint and get reimbursement for the damage. We will offer a replacement item to you (of the same value as your purchase) as compensation.

  • If your package gets lost:
    Please report this to us after the expected shipping period expires (5 business days for EU shipments, 10 business days for international shipments). Include the order number and tracking number in your email and contact us at support@cushyhome.co.

In either case, we will open a case with the courier and work with them on locating your order. Replacement or refund options will depend on the outcome of the investigation. Your patience and understanding is appreciated, these cases might take several weeks sometimes.


6. Right of Withdrawal for EU/EEA/UK citizens
The following applies only for shipments sent to an address registered in the EU, EEA or UK, as per the EU Consumer Protection Law.

If you buy a product or service online and it is shipped into the European Union, European Economic Area or United Kingdom, you have the right to cancel or return your order within 14 days of delivery for any reason and without a justification. Your item must be in the same condition you received it in, unused, with tags, and in its original packaging. You’ll also need to present the receipt or proof of purchase.