Refund policy

Returns Policy

Your product is 100 percent custom-made to order only for you. All measurements and other options you enter on our online order form is 100% your responsibility. Never assume we know the measurements of your furniture. Therefore, ZIPCushions does not accept returns. We will work with you to achieve the desired result in your product. We have no way of reselling any cushions made to your custom specifications.

Custom orders, Special orders, and Close Out orders are NON-RETURNABLE and CANNOT BE CANCELLED once placed due to the custom and made-to-order processes involved. 

Order shortages, damages, or discrepancies must be claimed within two (2) business days of receipt of the order. All returns and refunds are subject to final approval from ZIPCushions’s Customer Service Department. A 25% restocking fee may apply depending on the quantity and style of items being returned.

If an order is refused, shipping charges are non-refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any charges we incur in having the packages returned to us. If a customer refuses a personalized non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees we incur after the package is refused. The refused package shall remain in the possession of ZIPCushions until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited.

Damage in Shipping

Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to our Customer Service Department during normal customer service hours. We will need photos of the damaged item, as well as photos of the box the damaged item was shipped in. Please email us images no larger than 300KB each. 4 × 6 photos can also be mailed to our corporate offices if you are unable to email them. We must have the images in order to notify the shipping company and file the necessary damage claims. After the claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned, and replaced.

IMPORTANTPlease keep original shipping containers and packaging your item was received in, as they are needed for inspection.

Customer Responsibilities

1.ZIPCushions is not responsible for cushions the customer does not like because the fabric color or texture does not match the color on their computer monitor or other fabrics at their location. We encourage you to order fabric samples before ordering cushions if this is a critical factor in your choice. Fabric samples are reasonably priced and nonrefundable.
2.ZIPCushions is not responsible for cushions that are made correctly with incorrect information provided by the customer. Customers must be 100% certain that the dimensions provided are accurate.
3.ZIPCushions will not be responsible for any damages caused by improper care and maintenance by the customer.
4.It is up to the customer receiving the package to check for shipping damage prior to opening. Photograph the damaged area and notify ZIPCushions within 2 business days. We require photographs (prior to opening) and all packaging materials in order to process the claim on your behalf.
5.All cushions are allowed 1″ tolerance of the dimensions (width, depth, thickness) provided by the customer. This means each dimension may be either plus or minus 1″ of the final dimension.
6.ZIPCushions is NOT responsible for COVERS ONLY orders fitting the customer’s foam or fiber fills. We can only make them to the specifications supplied, making them fit correctly is 100% the customer’s responsibility.
7.ZIPCushions is not responsible for cushions the customer thinks are too thin or too thick even though they are made correctly based on the dimensions provided by the customer.
8.ZIPCushions is more than willing to address any of these issues in a courteous, professional, and timely manner to help the customer achieve the desired results. If the error is due to a customer mistake in ordering, the customer acknowledges responsibility and assumes the cost of correcting any mistakes.
9.ZIPCushion is not responsible for cushions the customer thinks are not comfortable enough or does not like for some other subjective reason.
10.ZIPCushion will not warranty any mold-related issues. Sunbrella fabrics are solution-dyed acrylic material that will not retain mold but mold can and will grow on top of the material if conditions permit. This can be simply resolved by washing your covers per sunbrella.com care for your fabric’s page. If there’s an issue with fabrics and are covered by Sunbrella’s warranty, inserts will not be included. Only cushions COVERS will be replaced with the exact same fabric. NO EXCEPTIONS. Return of inserts back to us will be the customer’s responsibility (including the cost of shipping).

Return Procedures

In order to process your warranty claim, please follow these procedures so that we may expedite our service to you:

1.Notify ZIPCushions of the concern with your product(s).
2.A ZIPCushions employee will assist you with processing your claim.
3.If the concern is covered under warranty, ZIPCushions will direct you to either return the product or part to our corporate HQ.
4.The return will not be accepted without a Return Authorization Number that the ZIPCushions customer service representative will provide to you.
5.You will be provided an address to which you can return your order. An entire replacement, replacement part, or repaired product will be sent to you after the return is verified by ZIPCushions® customer service representative.
6.If a problem occurs after the warranty period, you may request a repair or replacement quote after inspection of the damage. Freight charges both ways will be your responsibility.