Returns
If you purchased a product from us and are not happy with it, you may return it within 30 days of your purchase for a full refund*.
Please note that you are responsible for the cost of return shipping to us.
*The original shipping fee, if any, are not funded.
To Initiate A Return:
1. Contact - Email service@thecushionlab.com with the subject as "Return", please include your order number & name within the email so our representatives can better locate your order to initiate the process.
*Any packages sent without contacting service@thecushionlab.com first will not be refunded.
2. Repack - Make sure your item is in the same, like-new condition, packed in the original packaging with all included contents.
3. Print & Ship - Once approved, an order specific RMA Label*(non-prepaid) in the form of a PDF will be sent to you through email.
Once received, please follow the instructions below:
*Please note that you are responsible for the return shipping cost
4. Refund - Once we've received and examined your return items, we will send you a notice of refund and refund your purchase through your original payment method within 3~5 business days.
Late or missing refunds (if applicable)
If your return has been delivered and you still haven’t received a refund, please contact us at service@thecushionlab.com with your order number. A customer success representative will reply to you within 24 hours to help resolve this issue.
Final sale items (if applicable)
Items marked as final sale cannot be refunded.
Exchanges
If you wish to exchange for another item or believe that you've received a defective product, please contact us at service@thecushionlab.com. A customer success representative will reply to you within 24 hours to help resolve this issue.
Gifts
Any gift purchase return is treated as a standard return. Upon receipt of the returned item, you, the purchaser, will be refunded through your payment method in 3~5 business days.
