Refund policy

Please read this policy before placing an order. Our goal is for you to feel confident shopping with Cushfly and satisfied with your purchase.

1) 60-Day Money-Back Guarantee (Change of Mind)

  • If you change your mind, you may request a return within 60 days of receiving your order, provided the item is:
  • New, unused, and not damaged
  • Perfectly clean
  • In its original, sealed packaging (if your product arrives sealed for hygiene reasons)
  • Returned with all original contents, including accessories, manuals, inserts, and any included packaging materials
  • If the hygiene seal is broken or the product has been opened/used, we generally can’t accept a return unless the item is faulty (see “Faulty / Defective Items & Warranty” below).

2) How to Start a Return (Return Authorization Required)

All returns must be approved before you send anything back.

To initiate a return, email info@cushfly.com with:

  • Your order number
  • A brief reason for the return
  • Clear photos showing the item is new/unused and (if applicable) the seal is intact

If approved, we’ll send you:

  • A Return Authorization (RA/RMA) reference
  • The return address and instructions

Returns received without an authorization reference may be rejected.

3) Return Timing

  • You must submit your return request within 60 days of delivery.
  • After approval, you must ship the return promptly and ensure it is received within the timeframe provided in the return instructions (commonly within 30 days of approval).

4) Return Shipping, Risk & Packaging

  • Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., incorrect or defective item).
  • We recommend using a tracked/traceable service, as the parcel remains your responsibility until it reaches our warehouse.
  • Please package the return securely. Items damaged in transit due to insufficient packaging may not be eligible for a refund.

If we provide a return label, the label cost may be deducted from your refund (we do not offer free returns by default).

5) Refund Amounts & Non-Refundable Charges

Refunds (if approved) are issued to the original payment method.

Please note:

  • Original shipping fees are non-refundable
  • Shipping protection, handling/packaging fees, warranty add-ons, and taxes/duties (including customs/VAT/state charges) are non-refundable
  • Any bank/payment processor processing times are outside our control

6) Missing Parts, Used Items, or Unauthorized Returns

To qualify for a refund, your return must include all parts and accessories originally included.

If a return arrives:

  • Without authorization (RA/RMA), and/or
  • Missing parts/accessories, and/or
  • Not in acceptable condition,

Cushfly may refuse the return or apply a restocking/missing-parts fee (which may be up to $79 USD or the value of missing items—whichever is higher).

7) Exclusions & Situations Not Covered

  • The money-back guarantee does not apply to:
  • Items that are opened, used, or unsealed (unless faulty)
  • Products that are physically damaged due to customer handling, misuse, or external factors
  • Shipping delays caused by carriers or events outside our control
  • Orders that are returned without meeting the condition requirements listed above
  • 8) Promo Code / Discount Orders

Orders placed using a promotional code or discount may be eligible for store credit (voucher) instead of a cash refund, depending on the promotion terms. Store credit (if issued) is typically valid for 12 months.

9) Processing Time

Once your return is delivered to us, we will inspect it before issuing any refund.

  • Please allow 7–14 business days from the date we receive your return for processing.
  • We’ll email you when (1) we receive your return, and (2) your refund is approved/processed.

Faulty / Defective Items & 12-Month Warranty

If your item is defective or develops a fault within 12 months, please contact info@cushfly.com and include:

  • A description of the issue
  • Your order number/receipt
  • Photos and/or video showing the problem

We may guide you through troubleshooting. If the issue can’t be resolved and the product is confirmed to be defective due to manufacturing, we’ll arrange a repair or replacement (as appropriate).

Warranty does not cover:

  • Normal wear and tear
  • Water damage
  • Modifications
  • Misuse or accidental damage
  • Any condition that makes the item unfit due to user-caused damage
    Replacement items do not restart or extend the warranty period.

Cancellations & Return-to-Sender (RTS)

Orders begin processing quickly after placement. For that reason:

  • We may not be able to cancel an order once it has been submitted for fulfillment.
  • If your order has shipped, it will be treated as a return request under this policy.

If a package is refused or marked Return to Sender (RTS):

  • A restocking/return handling fee may be deducted from your refund
  • Refunds are processed after the package is received and inspected, which can take up to 4 weeks depending on carrier timelines

If you request reshipment of an RTS package, a re-shipping fee will apply (varies by location).

Policy Updates

Cushfly may update this policy from time to time. Any changes will be posted on our website.

Contact: info@cushfly.com