Returns Policy

Exchange and Return Policy

If your Cushmat isn’t making you 100 percent happy or you’ve simply changed your mind about using the Cushmat, just reach out to us! We can attempt to make a refund or exchange for your Cushmat as long as it applies to these terms:

  • Must have original packaging, which includes bonus items, promo material, and anything else included in the package.
  • The Cushmat must be returned in original condition without any evidence of use.
  • The return must be completed within the first 30 days from the date of delivery.

Our Return or Exchange policy does not cover the following situation once used:

Bodily fluids like baby or animal stains

Human stains like spill from tea or coffee

Pen marks, other marks and stains.

*Natural wear and tear due to daily use

*Important Note: Due to natural wear and tear over time, you are unable to exchange/return your play mat. If the play mat is defective upon first receiving it, please take a photo of it and contact us as soon as possible for further assistance.

If you plan to return or exchange a Cushmat, please reach out to us at hello@cushmat.com so we can help you coordinate a return. Customers will be responsible for the handling and return costs of shipping.

Applicable admin fee of 5 percent and restocking fee of 15 percent will apply for a return.

We do reserve the right to refuse a return or an exchange should the return date be outside of the above mentioned 30-day period or if your return is damaged or used.

 

Change of mind returns

We want you to love the products you buy from us. If you change your mind, you may return the product to us within the first 30 days from your original date of delivery.

The mat you wish to return must be unused with its original packaging. We will not accept mats that have been damaged or show signs of wear and tear.

Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.

You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. You can reach out to us at hello@cushmat.com for further instructions on your return.

 

Wrong product delivered

Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally soon of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

 

I have a defective unit. What is the process of having it replaced?

Please contact us at hello@cushmat.com with the following information:

Order number/ Order ID/ Receipt

Attach photos of the defective play mat in your email

 

What is your processing time, change of address and cancellation policy?

We try to process and ship our orders anywhere from 1-5 business days. If the Cushmat has already left our facility, we can’t process a cancellation— Please contact us for further instructions.

If you plan to cancel your order or make an address change, please note that once the Cushmat is out of our warehouse, we cannot cancel or implement an address change. The cancellation or change of address must be made before we ship the Cushmat.

You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are not possible. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering.

Orders that have received a tracking number or once a product has been shipped cannot be changed or cancelled. Please reach out to us at hello@cushmat.com for further instructions

 

Our rights

We do reserve the right to refuse a return or an exchange should the return date be outside of the above mentioned 30-day period or if your return is damaged or used.

 

Warranties 

We may provide a warranty against defects of the foam play mat for a period of 12 months from the date of purchase for delivery from us.

These warranties will only apply to products purchased from us where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product. The terms and conditions (including the details, exclusions and instructions on how to make a warranty claim) that apply to these warranties are set out below.

 

Warranty Terms

Cushmat provides a warranty against defects in respect of our products for a period of 12 months from the date of purchase for delivery.

This Warranty will only apply to a product purchased from us where the description of the product on Cushmat website (at the time the product is purchased) expressly states that this Warranty applies to our product. The Warranty will only apply for the period expressly stated with the warranty period to commence from the date of delivery from us.

Where we agree to a warranty claim, we will decide, depending on the situation, whether you will receive a refund, partial refund, or replacement of any parts we consider to be defective. To the extent permitted by law, you will be responsible for the reasonable costs and expenses associated with making a claim under this Warranty including returning or transporting the defective product to us.

To make a warranty claim, write to hello@cushmat.com and provide your proof of purchase.

You will not be entitled to a remedy under this Warranty for:

  • Normal wear and tear
  • Damage arising from improper use, modification or not following first time or user instructions
  • Damage arising from improper care or maintenance
  • Damage arising from abnormal use, misuse or abuse
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods
  • Insignificant minor variations in product dimensions, color, grain or finish
  • Insignificant minor imperfections or superficial blemishes