Cancellation policy

Pre-orders & Made-to-Order Items

Some Cushy Nest products are available on pre-order or through our made-to-order supply process. These items are produced upon request and may require additional production and shipping time. Expected production time is 6–8 weeks, but may take longer during peak seasons, high-demand periods, or due to unforeseen supplier or logistics delays.

The amount payable at the time of ordering varies by product. Most pre-order rugs require a 50% deposit, with the remaining balance payable before dispatch. Some items, including lamps, are charged in full at the time of ordering. The exact amount payable is always shown at checkout before you complete your order.

If you wish to cancel, please contact us at info@cushynest.com.au as soon as possible, ideally within 48 hours of placing your order. We can cancel at any point before production has commenced, and you will receive a full refund of everything you have paid.

Once production has commenced, pre-order and made-to-order purchases cannot be cancelled, changed, or refunded for change of mind, except where required under Australian Consumer Law. This does not affect your rights if the finished item is faulty, damaged, or not as described.

If a remaining balance cannot be successfully processed, or if we do not receive a response from you within a reasonable timeframe after multiple contact attempts, the order may be treated as abandoned and cancelled. In such cases, any deposit paid may be retained to cover production and administrative costs already incurred. We will always attempt to reach you by email before taking this step.

Please note that pre-order and made-to-order items are not eligible for exchange or change-of-mind returns once production has commenced. For more information, please refer to our Return & Refund Policy.

Standard Orders

Once a standard order has been placed and payment has been processed, we begin preparing your shipment promptly. For this reason, we’re often unable to make changes or cancellations once your order has been accepted.

If you need to update your shipping address or correct an order detail, please email us as soon as possible at info@cushynest.com.au, and we’ll do our best to assist before dispatch.

Deposits

Deposits paid for pre-order or made-to-order items secure materials and production slots for your order. They are fully refundable if you cancel before production has commenced, and non-refundable once production has begun, except where required under Australian Consumer Law.

Contact

If you have any questions regarding cancellations or pre-order changes, please reach out to info@cushynest.com.au.