Refund policy

Questions? Email hello@thecushies.com. We reply within 1 business day (Mon–Fri).

Faulty, damaged or wrong item

If your slides arrive faulty or damaged, or we sent the wrong item or size, email us a photo or short video within 7 days of delivery. We'll send you a replacement pair, and you don't need to send anything back. If we can't replace it, we'll refund you. This applies to every order, with or without Shipping Protection.

Under the Australian Consumer Law you're entitled to a replacement or refund for a major failure. Nothing in this policy limits those rights.

Changed your mind

You can return unworn slides in their original condition, with all packaging, within 30 days of delivery. Please email us first and we'll send you the return address. Don't post items to the manufacturer or to any other address.

Returns go back to our warehouse overseas. Return postage is paid by you; with Australia Post international parcel it usually costs around A$30–40. We recommend a tracked service, as we can't refund a return that doesn't reach us.

Once your return arrives and is checked, we refund the item price to your original payment method, minus a 20% restocking fee. The original shipping and Shipping Protection aren't refundable. The restocking fee doesn't apply to faulty, damaged or wrong items.

Wrong size? If you added Shipping Protection + Free Size Swap at checkout, we'll send the other size free and you keep the first pair. Without it, size changes follow the return rules above.

Cancellations

You can cancel free of charge within 12 hours of placing your order. Email us with your order number. After your order has been processed it can't be cancelled, but you can return it after delivery.

Lost, stolen or delayed parcels

  • Marked "delivered" but not received: please check with neighbours and your local post office, then send us a written statement from Australia Post (or the carrier). Once we have it, we'll reship your order. With Shipping Protection, we reship without the statement.
  • Delayed in transit: while your parcel is still moving in tracking, we can't cancel or refund the order. If a delivery drags on much longer than our stated times, email us and we'll work it out with you.
  • Wrong address: please double-check your address at checkout. If a parcel is sent to an incorrect address you entered, we can't be responsible for it and a refund is unlikely.

Refunds

Approved refunds go back to your original payment method within 5–7 business days.