Refund policy
Satisfaction Guarantee
We stand behind the Spine Cushion completely. If it doesn't work for you, we'll make it right.
Not satisfied at all? Contact us within 30 days of receiving your order and we'll refund you 100% of your purchase price once the item is returned. The cushion must not be damaged. Return shipping is at your cost and we recommend using a tracked service.
As each cover is handmade, it must be returned in clean, unused, and resalable condition. If the cover cannot be resold due to staining, damage, odours, or excessive wear, the cost of replacing the cover will be deducted from your refund.
Partially satisfied? If you've tried the cushion but feel it's not quite right for you, contact us within 30 days and we'll send 50% of your purchase price back to you with no return needed...
How to start a return or claim
Email us at orders@spinecushion.com with your order number and a brief description of the issue. Once approved we'll reply with full instructions including the return address. Returns sent without prior contact will not be accepted.
Refunds
Once we receive and inspect your return we'll notify you of the outcome. If approved your refund will be processed to your original payment method within 10 business days. Your bank may take a few additional days to post it.
For partial satisfaction refunds, processing begins as soon as your claim is approved with no return needed.
If it's been more than 15 business days since your refund was approved and you haven't received it, contact us at orders@spinecushion.com.
Damaged or incorrect items
Please inspect your order on arrival. If your item is defective, damaged or incorrect email us immediately at orders@spinecushion.com and we'll sort it at no cost to you.