REFUND AND RETURNS POLICY

Custom Cushions and Bears

Cancellations

Changed your mind? You can request to cancel your order before production begins by contacting Custom Cushions and Bears at custom.cushions@outlook.com as soon as possible.

If your cancellation request is approved before production has started, you will receive a refund of 50% of the amount paid for your order. Any clothing or personal items you supplied for the creation of your keepsake will be returned to you.

Once your cancellation has been approved and your refund has been processed, tracking information for the return of your clothing will be provided within 48 hours.

Please note:

• Once production has started, we are generally unable to accept cancellations or offer refunds simply because you have changed your mind, due to the personalised and handmade nature of our keepsakes.
• We recommend contacting us as soon as possible if you wish to cancel your order or request a change.
• Gift cards are non-refundable, except where a refund is required by law.

Your statutory rights remain unaffected. Nothing in this policy excludes or limits your legal rights if a product is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable UK consumer law.

Damaged, Defective or Incorrect Items

We take great care in crafting and packaging each order. However, if something goes wrong, we are here to help.

Please inspect your order upon delivery and contact us as soon as possible if your item arrives damaged, defective or incorrect.

To help us investigate and resolve the issue, please provide:

• Clear photographs showing the damage or defect.
• Photographs of any damage to the packaging, where applicable.
• Your order number.
• A brief description of the problem.

Please email this information to custom.cushions@outlook.com.

We will review the information provided and work with you to find an appropriate resolution in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, refund or another remedy available under applicable law.

Please do not assume that a personalised item cannot be refunded or remedied simply because it was custom-made. Your statutory rights regarding faulty, damaged or misdescribed products still apply.

Customer-Supplied Clothing and Personal Items

If you send us clothing or other personal items to create your keepsake, we will take reasonable care of those items while they are in our possession.

Where an order is cancelled and approved for a refund before production begins, the supplied clothing or personal items will be returned to you, with tracking information provided within the timeframe stated in our cancellation policy.

Please contact us if you have questions about the return of your items.

Contact Us

For cancellation requests, returns, damaged items or other questions about this policy, please contact:

Custom Cushions and Bears

Email: custom.cushions@outlook.com

Address: 10 Patterdale Road, Kingston Upon Hull, HU5 5AR, United Kingdom.