RETURNS POLICY

100% Satisfaction guaranteed.

RIGHT TO CANCEL / REFUND

If you are unhappy with your purchase for any reason please return it to us within 7 working days of receipt in its original packaging/condition (at your expense) for a full refund of the purchase price*. By the term full refund in these circumstances we mean the total amount paid by you when initially purchasing the item including the postage charged.

You may also cancel your order at any point prior to despatch of your items in which case you will receive a full refund of the total amount paid by you when initially purchasing the item including the postage charged.

This policy excludes custom made items or stock items modified to your specification at your request.

Please note that the colour of our mongolian wool products may fade or oxidise when exposed to direct sunlight. This is because mongolian wool is a natural material. We regret that we are unable to offer a refund or exchange in these circumstances.

EXCHANGE

If you wish to exchange your purchase for an alternative please return it to us within 7 working days of receipt in its original packaging/condition (at your expense) and let us have details of the alternative item (of the same value) you wish to receive in its place. If you wish to exchange for higher value items please enclose a cheque (made payable to 'Design-a-Cushions') for the additional amount due. Where you wish to exchange for items of a lower value we will issue the appropriate refund upon safe receipt of the original items.

Any exchange will mean that we incur additional postage costs so we must ask that you also enclose a cheque (made payable to ‘Design-a-Cushions’) to cover our cost in posting your alternative item. (A postage charge applies in these circumstances even where your order would otherwise qualify for any 'free postage' offer currently in operation.)

This policy excludes custom made items or stock items modified to your specification at your request.

ITEMS DAMAGED IN TRANSIT

If your item has been damaged in transit – which is extremely unlikely as we take the utmost care in packing our items securely for despatch – we are happy to offer a full refund or replacement where the item is returned to us within 7 working days of receipt. In these circumstances full refund includes postage costs incurred by you when purchasing the item and any reasonable postage costs incurred by you in returning the item to us*.

ITEMS LOST IN TRANSIT

We send an email to advise customers when their order has been despatched. If you do not receive your item within 7 working days of receiving the notification that your order has been despatched please contact us and we will make enquiries of our carriers.

It is possible that your order may have been lost in transit and where this is the case we are happy to offer a full refund or replacement. In these circumstances full refund includes postage costs incurred by you when purchasing the item.

FAULTY ITEMS

Where you receive an item that is faulty, or your item becomes faulty within 6 months from the date of your purchase we are happy to offer a full refund or replacement (where we are able to agree that the fault lies in the manufacture of the item).

In order that we may inspect the item we would ask that you return the item to us with details of the fault. Where we are able to agree that the fault lies with the manufacture of the item we are happy to offer a replacement or a full refund. In these circumstances full refund includes postage costs incurred by you when purchasing the item and any reasonable postage costs incurred by you in returning the item to us*.

* Items should be returned by the least expensive ‘trackable’ method i.e. Recorded Delivery, Special Delivery, etc. with sufficient insurance to cover the cost of the item you are returning.