CUSHIONISTA REFUND & RETURNS POLICY
At Cushionista, we are committed to providing high-quality sleep, wellness, and body-support products and ensuring a clear and fair shopping experience for our customers.
Please read the following policy carefully before placing your order.
1. RETURNS & EXCHANGES
Returns and exchanges are handled in accordance with applicable Egyptian consumer protection laws and regulations.
Where a return or exchange is legally applicable, the product must generally be returned in its original condition, with its original packaging, accessories, tags, and documentation, and must not have been used, washed, damaged, altered, or otherwise changed from its condition at the time of delivery.
Certain products may be excluded from return or exchange where the nature of the product, its packaging, or applicable health and hygiene requirements prevent it from being returned or resold, subject to applicable law.
Important Hygiene Notice
Cushionista offers products designed for direct contact with the head, face, body, and skin.
For health, hygiene, and product-safety reasons, opened or used sleep and body-support products may not be eligible for return or exchange where applicable law permits such exclusion.
We strongly recommend checking the product specifications, dimensions, firmness/support characteristics, and care instructions before opening or using your product.
2. DEFECTIVE OR DAMAGED PRODUCTS
Your satisfaction and safety are important to us.
If you receive a product that is defective, damaged, incorrect, or materially different from what you ordered, please contact Cushionista as soon as possible.
Under applicable Egyptian consumer protection rules, defective products may be eligible for replacement or refund within the applicable statutory period. The Egyptian Consumer Protection Agency currently states that consumers may have the right to return or replace a defective product within 30 days of receiving it, subject to the applicable legal requirements.
To help us resolve your request quickly, please provide:
Your order number
Your name and contact number
A description of the issue
Clear photographs or videos showing the defect or damage
Any other information reasonably requested by our Customer Care team
We will review the issue and advise you of the appropriate next step.
3. INCORRECT PRODUCT OR ORDER
If you receive a product that is different from the product you ordered, please contact us immediately.
After verification, Cushionista will arrange the appropriate resolution in accordance with applicable law and our delivery procedures.
4. CHANGE OF MIND
Where applicable under Egyptian law, customers may have a statutory right to return a product within 14 days of receiving it without providing a reason, subject to the legal exceptions and conditions applicable to the product.
Products must be returned in the condition required by applicable law and, where applicable, in their original unopened packaging.
Certain products may be excluded where their nature, characteristics, packaging, or other legally recognized circumstances make return or resale unsuitable.
5. CUSTOMIZED PRODUCTS
Products manufactured or customized according to customer-specified dimensions, specifications, designs, or other requirements may not be eligible for return or exchange where they fall within the applicable legal exceptions.
This may include customized:
Pillows
Cushions
Mattress toppers
Bedding
Dimensions
Fabrics
Colors
Embroidery
Corporate or hospitality orders
6. REFUNDS
Where a refund is approved, the refund will generally be processed using the same payment method used for the original purchase, subject to the applicable payment provider’s procedures and applicable law.
The timing for the amount to appear in the customer’s account may depend on the payment provider or bank.
For defective products, where a refund is legally applicable, Cushionista will process the refund in accordance with applicable consumer protection requirements.
7. SHIPPING & RETURN COSTS
Where a product is returned because it is defective, damaged, incorrect, or otherwise qualifies for a return under applicable consumer protection requirements, Cushionista will handle the associated costs in accordance with applicable law.
For other permitted returns, any applicable delivery or return costs will be communicated to the customer before the return is processed.
8. HOW TO REQUEST A RETURN OR REFUND
Please contact Cushionista through:
Email: [Insert Customer Service Email]
Phone / WhatsApp: [Insert Number]
Please include:
Order Number:
Customer Name:
Product:
Reason for Request:
Photos/Videos: Where applicable
Our Customer Care team will review your request and provide instructions for the next step.
9. INSPECTION OF RETURNED PRODUCTS
Returned products may be inspected to verify their condition, packaging, usage, and the reason for the return.
No return or refund will be denied where the customer has a mandatory statutory right under applicable law.
10. PROMOTIONS & SPECIAL OFFERS
Products purchased as part of a promotion, bundle, special offer, or complimentary-product campaign may be subject to specific terms communicated at the time of purchase, while remaining subject to applicable consumer protection requirements.
11. POLICY UPDATES
Cushionista may update this policy from time to time to reflect changes in our products, services, business practices, or applicable laws and regulations.
The latest version will always be published on this page.
12. CONTACT US
Cushionista
Address: ٥ أ مكتب اتش ٢ – غرناطة – روكسي – مصر الجديدة – القاهرة
Email: info@cushionista-eg.com
Phone: 01029666617
We are always happy to assist you with questions regarding your order, product, return, exchange, or refund.
Cushionista — Comfort. Design. Statement.