Please choose items and check measurements carefully as your outdoor cushion is non-refundable. Fabric colours may vary from screen to screen, so we recommend you see a live sample of the fabric before you place your order, either ask for a sample to be posted out to you or visit one of our Showrooms in Sydney, Melbourne, Brisbane or Perth. Fabric patterns may not be shown to scale, so we highly recommend seeing the fabric before ordering.

Lead Times

Please see our Lead Times page here for an estimated completion time for your cushions.

Due to the custom nature of our business, full payment for your outdoor cushion must be made upfront.

Cushion Factory Responsibilities

CUSHION FACTORY guarantees it’s workmanship for the life of the cushion, subject to normal use.

Cushion Factory will manufacture cushions as per your order instructions, to within an error margin of 10mm.

Cushion Factory will advise you as soon as possible if your order may be delayed due to factors that we become aware of that are outside of our control. This may include fabric delays due to worldwide fabric shortages, however we will offer you substituted fabric options if the delay is inappropriate. Cushion Factory offers all fabrics on our website as being currently available from our suppliers, however we can’t control our suppliers stock levels.

Cushion Factory have chosen reliable transport options for delivery of our precious goods around Australia. As a result of COVID-19 lockdowns and peak period pressure on freight companies there may be unforeseeable freight delays, which we will do our best to avoid, but we cannot be held responsible for, however we take full responsibility for meeting our promised completion lead times. We do stipulate that we have asked our couriers to leave the item at the delivery address whether there is someone home or not, so please select your delivery address carefully. If incorrect delivery information is submitted, you will be responsible for any fees associated with redirecting your deliveries and/or lost merchandise.

Customer Responsibilities

Customers are to be respectful at all times to our team members. Bullying of any kind is inappropriate and will not be tolerated.

Customers are to ensure that they are 100% happy with the fabric choice by seeing a live fabric sample before ordering. Also by checking the suitability of the fabric to their own requirements, by viewing the Fabric Facts pdf on the Fabrics page – https://www.cushionfactory.com.au/fabrics/ Please don’t rely on computer screens to give you accurate colours as the colours vary monitor to monitor

Customers are to ensure measurements are correct, please review our ‘How To’ guides or contact our customer service representatives on 1300 448 297 for assistance.

Customers are to ensure they understand the standard placement of zips, ties and seams before ordering and that zipping and zip pulls will be matched as best as possible to fabric colours, with most zip pulls being the silver YKK brand.

Customers understand that if they chose a striped fabric, that generally the stripe will be vertical, however in some cases, it may need to be horizontal. If you would like clarification, please contact our Sales Team prior to ordering.

Customers are responsible for any costs and delays associated with correcting mistakes made by the customer including all shipping charges (both ways)

Customers are to be accountable for their own actions

Cushion Factory is not responsible for cushions the customer thinks are not comfortable enough or does not like for some other subjective reason

It is up to the customer receiving the package to check for shipping damage prior to opening. Photograph the damaged area and notify Cushion Factory within two (2) business days. We require photographs (prior to opening) and all packaging materials in order to process the claim on your behalf.

Please notify Cushion Factory within 5 business days of receiving your order of any items that appear faulty or not made in accordance with your invoice. If an outdoor cushion has not been made in accordance with the customer’s invoice or appears faulty, Cushion Factory will, at it’s own expense, re-work the cushions to correct the mistake or manufacture complete new cushions if the cushions are returned to us unused and we will cover all shipping costs to do so. We may ask you to return the cushion to us ( or in some cases we may ask for the cushion cover only). We do not offer a refund if the customer changes their mind. The customer acknowledges that we reserve the right to rework any cushions to correct our mistakes

Customers acknowledge that fabric is a ‘living material’ and fabric can expand and retract depending on humidity and heat. This may cause some rippling in the fabric, which is quite normal. Click here to see Sunbrella fabics

Customers understand that Cushion Factory does not refund paid orders if customer’s simply change their mind as per normal business practices. Alterations to orders can be made, however a fee may be charged. This fee will be determined by the timeframe from date of order, to when the changes are made. Cancelled orders due to other reasons incur a $150 fee.

Customers understand that Throw Pillows or Floor Pillows are measured from seam to seam. Once filled, the cushion will pillow out and therefore will take up less space than the measurements. For clarification of this, please see our How To Guide or contact our Sales Team on 1300 448 297

Customers understand that a foam outdoor cushion is wrapped in Dacron which smooths out the foam and softens the cushion, giving it a more comfortable look and feel. This wrapping will add a small overall height to the cushion, to give that plush look and feel. Please see our How To Guides for more information.

Customers understand that long cushions may be folded to minimise freight costs and to keep within transport limitations. This may cause some small, temporary fold lines until the cushions have settled into their correct size and shape.

Customers understand that unless specified otherwise, the foam used is a ‘medium grade’and in some cases foam pieces may be glued together to acheive the desired cushion size.

Customers understand that when you order “Covers Only”, and you provide your own foam. we can’t guarantee the fit of the new covers due to us not knowing the condition of your existing foam, being the density and age of your foam or if the appropriate dacron wadding is in place or not. Also, the new covers may sit differently on your foam due to different fabric being used and possible sagging of the old outdoor cushion. To overcome this, let us complete a whole new cushion for you with foam, then we guarantee the fit.

Customers understand that if you choose “new covers only”, Cushion Factory will make every effort to provide good fitting covers.  

Customers understand that delivery charges are non refundable.

Customers understand that if they request for their initial order to be delivered in 2 consignments at different times, then a $100 extra freight charge will apply.

The Cushion Makers

The Cushion Makers is our sister company representing top workooms in Asia, with a discount of up to 20% on specific orders. Only certain fabric / cushion combinations can be made at The Cushion Makers, so the conditions are as follows: 1. Made in Asia 2. Approx 6 week turnaround 3. Simple shapes only, no custom shapes, custom ties or orders that need special notes 4. Sunproof fabrics in stock in Asia – 20% discount 5. Sunbrella fabrics in stock in Asia – 10% discount on Group 2, 15% discount on Group 3 and above ( except 3 beaches fabrics )

Special Prices, Coupons and Discounts

Any offer of free cushions or discounts are stand alone and cannot be used with any other offer, are retrospectively applied to orders. Partner discounts are offered to Partner’s clients, and not for personal use. If any coupon code is found online that does not apply to you, you may not use it.

Perfect Fit Guarantee

Thank you.