Refund policy

RETURNS

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At Cushh Ltd. we want you to love every item you receive from us, but we understand that there are times you may want to return an item. If you aren't completely happy with your purchase, you can return it to us, as long as you kindly follow our Returns Policy below.

Please note that these policies are compliant with any rights you have to a refund under the Consumer Protection (Distance Selling) Regulations 2000 and all refunds will be processed in accordance with the Regulations (where applicable) and your other statutory rights.

 

ELIGIBILITY

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Cushh are happy to refund within 28 days for any unsuitable items, provided they are in resalable condition.

To be eligible for a return, your item must be unused and in the same condition that you received it, It must also be in the original packaging as delivered to you.

Any item you've ordered on this Website is eligible for returns as long as you raise a return request within 14 days of receiving your item. Then you just need to send the item back to us within another 14 days from raising your return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

You must provide your order number when raising the request using our online returns form, as this will allow us to refer back to your order confirmation and proof of purchase.


EXCEPTIONS

Unfortunately, we're not able to give refunds for the following items:

  • Unwanted items returned after 28 days.
  • Items without a completed online return form.
  • Damaged items not notified by email to us within 14 days.
  • Gift cards.
  • Delivery charges
  • Dog Baskets due to hygiene
  • Books with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

This does not affect your statutory rights.

 

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will be refunded or exchanged at the original purchase price in the form of a credit voucher. Once the returned item is received by us a credit voucher will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


EXCHANGES

We only replace items if they are defective or damaged and there is available stock. If you believe your item is faulty, please email our Customer Services team as soon as possible and within 14 days of receiving your item, at hello@cushh.co.uk to inform us of the damage. We will be able to advise you on the next steps and will help to organise a return or a replacement.

Please DO NOT attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a refund, compensation or reimbursement. We also kindly ask that you do not return a faulty item without contacting our customer services team first.

If an item is agreed to be faulty or defective, you will not be responsible for covering the returns delivery charges.


DELIVERY CHARGES

You will be responsible for paying for your own shipping costs for returning your item. We offer a quick and easy return service through our website here (INSERT LINK)

If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also send you an email to notify you of the approval or rejection of your return request.

Provided your item is eligible for return and you have met our Returns Policy, your return request will be approved and you will receive a full refund for the amount you paid for the item, less original delivery charges.

Your refund will be processed and a credit will automatically be applied to the original method of payment within 14 business days.

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

 

Late or missing refunds (if applicable)

There is often some processing time before a refund is posted, so please check with your bank.

If you’ve done this and still have not received your refund, please contact us at hello@cushh.co.uk.