Customer policies

Return, refund & warranty policy

Every cushion is cut and sewn specifically for your measurements and fabric choice. Because of that, our policy works a little differently from off-the-shelf products — here's exactly what to expect.

Our commitment

At a glance

We want every USCUSHION order to feel exactly right in your home. There are three different windows depending on what's wrong — most issues are resolved from photos alone, without you shipping anything back.

Arrival claims 10 business days

Sizing, zippers, seams, wrinkling, foam that won't expand, wrong item, shipping damage — photos only, nothing to ship back

Quality returns 100 days

Quality problems that appear later in use — item is returned to us and inspected

Workmanship warranty 3 years

Zippers, stitching, and seams against manufacturing defects

Start any claim support@uscushion.com

Order number, description, and clear photos. We reply within 1 business day

One tip before you reach out: cushions ship compressed for transit. Give your cushion 72–96 hours after unboxing to fully expand before judging fullness or shape — what looks flat on day one is often just settling in. This time counts within your 10-business-day window.

Before production

Changes & cancellations

Every USCUSHION product is made to order — cut, sewn, and finished based on the dimensions and fabric you selected at checkout. Because nothing is pulled from a shelf, both changes and cancellations are tied to where your order sits in production.

Cancel for a full refund Within 24 hours of placing your order. After 24 hours your fabric has been allocated and your order has entered the queue, so cancellation may no longer be possible.
Change dimensions or fabric Within 3 days of placing your order. Pattern-making comes before cutting, so we can still revise your specs during this period — just email us and we'll update the order before cutting begins.

After 3 days, your cushion is on the cutting table and neither changes nor cancellations are possible. If you're unsure about a measurement, email us before the window closes — we'd much rather adjust the file than remake the cushion.

Handmade standards

Manufacturing tolerance

Every cushion is hand-cut and hand-sewn, and like any handmade product, finished dimensions may vary slightly from what was ordered. Here's exactly how we handle sizing differences.

Up to ±0.5 inch
per dimension		 Considered normal and within our standard handmade tolerance. This is not a production error and is not eligible for a remake or refund.
±0.5 to 1 inch A minor deviation. We'll offer a partial refund of 10% of that cushion's price.
Over 1 inch Eligible for a free remake of the affected component — the cover on its own where that solves it, or the cover and insert together where it doesn't.

How to measure for a sizing claim: measure the finished cushion seam to seam, taken from the middle of each side, laid flat and not stretched. Please include a photo with a tape measure held against the cushion so we can see the reading clearly.

Within 10 business days

Arrival claims — nothing to ship back

If something about your order isn't right when it arrives, contact us within 10 business days of delivery. These claims are resolved from photos — you won't need to ship anything back to us.

Covered by an arrival claim:

  • Finished dimensions outside our ±0.5" tolerance
  • A zipper or seam that arrived split or open
  • Visible creasing or wrinkling in the fabric
  • Foam that hasn't expanded after 72–96 hours
  • Fabric or color that doesn't match what you confirmed at checkout
  • The wrong item sent, or items damaged in shipping

What to send us:

  • Your order number
  • A description of the issue
  • Clear photos — including a tape measure against the cushion for any sizing concern

Once we've reviewed your photos and confirmed the issue, we'll work out the right fix directly — a remake, a replacement, or a partial refund, depending on what the problem is. No return shipping, and no waiting on us to receive a package first.

Within 100 days

Quality returns

If a genuine quality problem shows up later — something that wasn't visible on arrival but comes from how the cushion was made — you can request a return and refund within 100 days of delivery. Because this involves inspecting the item, the cushion does come back to us.

  1. 1

    Email support@uscushion.com with your order number, a description of the problem, and photos or video showing the issue.

  2. 2

    We confirm eligibility and send a return label. Where the fault is ours, we cover return shipping — you will never be asked to pay to send back a cushion we got wrong. Please wait for written confirmation and use only the address we provide; packages returned without authorization can't be covered.

  3. 3

    We inspect the returned item within 7 working days of receiving it.

  4. 4

    Your refund is issued within 7 working days of inspection, to your original payment method or as store credit.

Because each cushion is made to your measurements and can't be resold, returns are accepted for sizing and quality issues only. Preference changes after delivery aren't eligible — see What's not covered.

Three years

Workmanship warranty

Beyond the claim and return windows, we stand behind our stitching for 3 years from the delivery date. If a zipper or seam fails because of a manufacturing defect — not everyday wear — let us know and we'll make it right.

Typically that means sending a replacement zipper or component where that solves the issue, or a replacement cover where it doesn't. You won't need to ship the cushion back to us, and there's no charge for the replacement part or its shipping.

This warranty covers workmanship only — zippers, stitching, and seams. It does not cover:

Not covered by the warranty:

  • Foam softening or compression over time — normal for all foam
  • Fabric fading or wear from sun, weather, or regular use
  • Damage from misuse, accidents, pets, or improper cleaning
  • Unauthorized repair, alteration, or use of non-original parts

To make a warranty claim:

  • Email support@uscushion.com with your order number
  • Describe what failed and when you noticed it
  • Include close-up photos of the zipper, seam, or stitching in question

The warranty applies to the original purchaser and to the cushion as delivered. A repaired or replaced component carries the remainder of the original warranty period.

Please read

What's not covered

Because every cushion is cut specifically for you, a few situations fall outside all three windows above.

Measurements you provided A cushion made correctly to the dimensions you entered at checkout isn't a production error, even if those dimensions turn out not to fit your furniture. If you're unsure how to measure, our measuring guides walk through each shape — and you can always email us before ordering.
Screen vs. real-life color Fabrics can look different on your monitor or phone than they do in your living room. If color accuracy matters to you, we strongly recommend ordering a swatch before placing your final order.
Changed your mind Preference changes unrelated to a production error — wanting a different look, fabric, or size after delivery — aren't eligible for return or refund.
Shipping issues

Lost or damaged packages

We ship with USPS, UPS, FedEx, and DHL. If your package arrives damaged or doesn't arrive at all, we handle it — you don't deal with the carrier yourself.

Damaged in transit Email us within 10 business days of delivery with your order number and photos of both the item and the outer packaging. We'll send a replacement promptly — there's nothing to send back.
Package never arrived Email us with your order number and tracking number. We'll open a trace with the carrier, which takes approximately 7 working days. If your shipment is located we'll arrange delivery; if it can't be found, we remake and reship your order free of charge.
Marked delivered, not received Check with neighbors and any secure spots around your property first — carriers sometimes scan a package as delivered a day early. If it still hasn't turned up after 2 business days, email us and we'll open a carrier trace.
Money back

Refunds

When a refund applies, it's issued to your original payment method. Depending on the situation, we may also offer store credit or a replacement as an alternative — we'll talk through what makes sense for your specific case.

Once we've issued a refund, please allow 5–10 business days for it to appear on your statement. The exact timing depends on your bank or card issuer, not on us. There are no handling or restocking fees on any return or exchange.

Legal entity

Company information

Company

USCUSHION LLC

Email

support@uscushion.com

Phone

+1 (818) 381-1354

Address

30 N Gould St Ste R, Sheridan, WY 82801, US

Effective September 17, 2026. This policy may be updated from time to time; the version in effect at the time of your order applies to your purchase. Nothing in this policy affects any statutory rights you may have under applicable law.

Still have questions?

Our team typically responds within one business day.

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