Standard Products
14-day cancellation period
Consumers can normally cancel eligible online orders within 14 days of receiving the goods.
Customer Support
Returns Policy
Information about cancellations, returns, faulty products and refunds for purchases made from Cushion Manufacturing Supplies Ltd.
Custom Products
Made-to-order exclusions
Cut-to-size, bespoke and personalised products cannot normally be returned because you have changed your mind.
Product Problems
Faulty or incorrect goods
Your statutory rights continue to apply where goods are faulty, damaged, misdescribed or incorrect.
Policy Information
Before returning an item
Open each section below to understand whether an item can be returned, who is responsible for postage and how refunds are handled.
Consumers who purchase eligible standard products online may normally cancel their order within 14 days beginning the day after the goods are received.
After notifying us that you wish to cancel, the goods must normally be returned within the following 14 days.
Returned items should:
- Be unused beyond what is reasonably necessary to inspect them.
- Be returned with their original packaging where reasonably possible.
- Be packaged securely to prevent damage during the return journey.
- Include sufficient information for us to identify the customer and order.
We may reduce the refund where goods have been handled beyond what would reasonably be permitted when inspecting them in a shop and their value has been reduced.
The following products cannot normally be returned because you have changed your mind:
- Foam and other materials cut to measurements supplied by the customer.
- Bespoke products manufactured to a drawing, template or specification.
- Made-to-order products produced specifically for the customer.
- Personalised products or goods clearly adapted to individual requirements.
This exclusion does not affect your legal rights where a custom or bespoke product is faulty, damaged, incorrect or not as described.
Where an eligible item is returned because the customer has changed their mind, the customer is responsible for arranging and paying for the return unless we have agreed otherwise.
Where goods are confirmed as faulty, damaged, incorrect or misdescribed, we will provide appropriate return instructions and cover reasonable return costs where legally required.
- Use a suitable delivery service for the size and value of the goods.
- Use a tracked service and retain your proof of postage.
- Package the goods securely to reduce the risk of damage in transit.
Please contact us as soon as reasonably possible if goods arrive faulty, damaged, incorrect or different from their description.
To help us investigate, please provide your order number, a clear description of the problem and photographs where appropriate.
- Provide your order number or invoice number.
- Provide clear photographs of the product, packaging and any damage.
- For dimensional concerns, include photographs showing the measurements.
- Keep the goods and packaging until we provide further instructions.
Please do not dispose of, alter or return the product before contacting us, as we may need to inspect it or arrange collection.
Approved refunds will normally be issued using the original payment method unless another method has been expressly agreed.
For eligible change-of-mind cancellations, refunds are normally processed within 14 days of us receiving the returned goods or receiving acceptable evidence that they have been sent back.
- Refunds are normally returned to the original payment method.
- Eligible cancellations include a refund of the basic standard outbound delivery charge.
- Additional amounts paid for premium or enhanced delivery are not normally refundable.
- Your bank or card provider may take additional time to display the refunded funds.
Nothing in this Returns Policy excludes or restricts the statutory rights available to consumers under applicable UK law.
Consumer rights relating to faulty goods are separate from the right to cancel an eligible online purchase because you have changed your mind.
Read the UK Government consumer-rights guidancePlease contact us before returning anything so that we can confirm eligibility and provide the correct return instructions.
Telephone
01842 766 554
Email
orders@cmsfoam.co.uk
Return Address
Linix House, Stephenson Way, Thetford, Norfolk, IP24 3RE
Goods returned without prior contact may be delayed while we identify the customer, order and reason for the return.