Why Custom Cushions Can't Be Returned (And That's Fair)
Every Kushion order page says it clearly: *custom-made — exempt from 14-day returns*. We're transparent about this because we believe you deserve to understand exactly what you're buying.
The Legal Framework
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers in the UK have a 14-day right to cancel most online purchases and return goods for any reason.
However, Schedule 1, Paragraph (b) explicitly exempts:
*"goods that are made to the consumer's specifications or are clearly personalised"*
A Kushion cushion is made specifically to your design — no one else will have that exact combination of prompt, style, colours, and composition. It cannot be resold. It was made for you.
What This Means Practically
When you order a custom Kushion:
- We begin production immediately after payment
- Your design is printed onto the fabric you selected
- The product is made uniquely for you within hours of ordering
Allowing returns on custom products would mean absorbing 100% of the production cost on every return — which would make custom products economically unviable for a small business, and ultimately for consumers too.
Your Protections Remain Intact
This exemption does *not* remove your other consumer rights. You are still fully protected if:
- The product arrives damaged
- The print quality is significantly below described standards
- The wrong product was sent
- The product is materially different from what was shown
In any of these cases, we will replace or refund — no quibble. The exemption only applies to "changed your mind" returns on correctly produced custom orders.
Our Commitment
We show you exactly what your design will look like before you order. The AI generates a full preview and mockup. You can iterate as many times as you like before committing. We want you to be certain — because once we start printing, we're both committed.
If you have any concerns about your order, please contact us here. We genuinely want every customer to love their cushion.