Refund policy

Return & Refund Policy

At Cushy Nest, we want you to love every piece that finds its way into your space. We’re a small team that puts care into each product, and while we hope everything arrives just right, we understand things don’t always go as planned.

This policy explains how returns and refunds work in clear and simple terms.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with consumer guarantees that cannot be excluded. If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy regardless of the timeframes or conditions set out below. The change-of-mind terms in Section 1 are an additional service we offer, over and above your legal rights.

1. Change of Mind Returns

We offer a 7-day return window from the date you receive your order.

To be eligible for a return:

The item must be in resaleable condition — unused, undamaged, and returned in its original packaging.
You're welcome to open the packaging and inspect your item. For rugs, that includes unrolling it to check the size, colour and feel. We just ask that you unroll it on a clean floor, avoid walking on it and keep pets off it, and roll it back up in the original wrapping if you decide it's not right.
You must contact us first at info@cushynest.com.au to confirm your return before sending it back.
Our team will provide you with return instructions and a shipping quote via email. Please follow these steps carefully before sending anything back.
Returns sent without prior confirmation may not be accepted.

Please note:

A restocking fee of 15% applies to all approved change-of-mind returns. This fee is calculated on the amount paid for the item after any discounts or promotional codes, not the original list price.
You are responsible for the return shipping cost, which we will quote by email based on the product’s weight and delivery location before anything is sent back.
The restocking fee and return shipping cost are both deducted from your refund total.
Original shipping charges paid at checkout are not refunded on change-of-mind returns. Where your order qualified for free shipping, no additional shipping deduction applies.
Returned items are inspected on arrival. We cannot honour refunds for items damaged in return transit due to poor or insufficient packaging, or for items that show signs of use — including stains, liquid spills, marks, pet hair, odour, or wear from being walked on.
Refunds are processed to your original payment method within 10 business days of us receiving and approving the returned item.

2. Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for a change-of-mind return:

Made-to-order items (produced specifically for you)
Items marked as Clearance on the product page

Sale and promotional discounts do not make an item clearance. If an item is excluded from change-of-mind returns, this is clearly marked on its product page before you buy.

This exclusion applies only to change-of-mind returns. It does not affect your rights under Australian Consumer Law — faulty, damaged, or misdescribed items are always covered, including made-to-order and clearance products. We encourage you to check product details carefully before placing your order.

3. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us at info@cushynest.com.au with photos of the issue. Where possible, letting us know within 48 hours of delivery helps us resolve things quickly and lodge a claim with our courier — but this is a request, not a deadline, and it does not affect your rights.

Faulty items are covered by the consumer guarantees under the Australian Consumer Law, which apply for a reasonable time after purchase.

Once we’ve confirmed the issue:

We will cover the return shipping cost, and arrange collection where the item is large or heavy.
Where the problem is a major failure, you can choose between a full refund or a replacement of the same product. If you would prefer to keep the item, you can instead choose to keep it and be compensated for the drop in value caused by the problem. We will agree that amount with you.
Where the problem is minor, we will fix it for you. Because rugs, lamps and décor pieces generally can’t be practically repaired, we will usually resolve minor faults by replacing the item, refunding you, or agreeing a partial refund if you’d prefer to keep it — whichever suits you best.

Replacements under this section are for the same product. If you would prefer a different design or size, please see Section 6.

Please note: minor variations in colour, texture, or pattern due to lighting or screen settings are not considered faults. These are natural characteristics of our materials and photography. Normal wear, or fibre transfer from clothing and socks on rugs, is also not a fault.

If we inspect a returned item and find no fault, we’ll let you know and you can choose to have it sent back to you or processed as a change-of-mind return under Section 1. We will give you a cost estimate before arranging either.

4. Pre-Order & Made-to-Order Cancellations

Pre-order and made-to-order items are produced specifically for you.

If you need to cancel, please email us at info@cushynest.com.au as soon as possible, ideally within 48 hours of placing your order.
We can cancel your order at any point before production has commenced, and you will receive a full refund.
Once production has begun, the order cannot be cancelled for change of mind, and any deposit paid is non-refundable. This does not apply if the finished item is faulty, damaged, or not as described — in that case your rights under Section 3 apply in full.

5. Refunds

Once your return is received and inspected, we’ll email you to confirm its approval. If approved, your refund will be processed to your original payment method within 10 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we confirmed your refund was approved, please contact us at info@cushynest.com.au.

You’ll receive a notification once the refund has been completed.

6. Exchanges

We currently do not offer change-of-mind exchanges. If you’d like a different design or size, please return your original order following the process in Section 1 and place a new order separately.

This does not affect faulty items. Where a product has a fault, you may be entitled to a replacement of the same product under Section 3, at no cost to you.

7. Contact Us

For all return or refund enquiries, please reach out to our friendly team at info@cushynest.com.au. We’ll get back to you within 1–2 business days with next steps.

A Note from Us

Every piece at Cushy Nest is selected to bring colour, comfort, and character into your space. As a small business, your understanding means the world — thank you for supporting our journey and helping us create homes that don’t do boring.