1. Custom Order Policy
At Double Win, every cushion is handcrafted to your specific dimensions, fabric choice, and style. Because these items are custom-made for your unique space, we do not accept returns or exchanges for “change of mind,” style preference, or measurement errors provided by the customer.
We highly recommend double-checking your measurements and ordering fabric swatches before placing a final order to ensure total satisfaction.
2. Eligibility for Returns (Defects & Errors)
Our policy lasts 30 days from the date of delivery. If 30 days have passed, we unfortunately cannot offer a resolution. To be eligible for a return or replacement, the item must be:
- Damaged upon arrival or defective in workmanship.
- Significantly different from the dimensions or specifications submitted in your order.
- Unused, clean, and in the same condition as received, ideally in its original packaging.
3. Non-Returnable Items
- Standard gift cards.
- Items with obvious signs of use, pet hair, odors, or stains.
- Final sale items (unless defective).
4. The Return Process
- Authorization Required: Please do not send your purchase back to the manufacturer without contacting us first.
- Proof of Purchase: A receipt or order number is required.
- Evidence: For measurement discrepancies or defects, we require clear photos showing the issue (e.g., a tape measure against the cushion) to process your claim.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Refunds: A credit will automatically be applied to your original method of payment within 5-7 business days.
- Late Refunds: If you haven’t received a refund yet, please check your bank account and contact your credit card company, as processing times vary. If you still have questions, contact us at {email}.
6. Shipping Your Return
- To return your product, please mail it to: {physical address}.
- Shipping Costs: Unless the return is due to our error (defective/incorrect item), you are responsible for paying your own return shipping costs. Shipping costs are non-refundable.
- Tracking: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
7. Exchanges
We only replace items if they are defective or damaged due to our error. If you need a replacement for the same item, email us at info@doublewinus.com.
Need Help?
For any questions regarding your custom order, please reach out to our support team at info@doublewinus.com.