Terms & Conditions

OUTDOOR CUSTOM CUSHIONS Policies

Outdoor Custom Cushions Policy

Please carefully read the information below before making a purchase. By placing an order with us you are agreeing to the terms and conditions specified. A complete understanding of our company policies will ensure a successful business relationship in the future.

• Lead Times & Production Process: Once you have placed an order with us, we will send you a detailed email confirmation of your order for you to review and confirm. You will have 48 hours to make any changes to your order. After 48 hours, production will start, and the order goes in as is. We usually ship anywhere from 4 – 6 weeks. Shipping times vary depending on the time of year. We ship FedEx Ground from our Tennessee factory unless otherwise specifiied at checkout. Rush Service is available to expedite your production time to 2-3 weeks + ground shipping. The Rush Service charge is 10% of your order total. Please select the 'Rush Service' checkbox at checkout for each style you would like to be rushed.

• Terms of Payment: (Are these the cards that are excepted from the site?)
  We accept MasterCard, Visa, Discover, and American Express. We also accept payments via PayPal orders, or you may request a Paypal invoice to be sent to your email. Payment in full is required at the time your cushion order is placed. This is needed to ensure that your order immediately goes into production and is shipped when completed.

• Privacy Policy: Your personal data will be used to process your order, support your experience throughout this website, and for advertising purposes. We do not let any outside parties have access to your personal data for any reason.

• Swatch Sample Request: We offer 10 fabric swatches for $10.00, once you place your cushion order with us the money is credited to your order.
  Please go to our Fabric Swatch Sample Listing to order fabric samples.

• Fabric Disclaimer: Many of the fabric images shown on our website have been individually scanned in an attempt to represent colors most accurately. Please be aware that actual fabric colors may differ due to conditions such as visual perception, dye lot variations, and video monitor settings/properties.

• Cancellations: Orders MAY NOT BE CANCELLED after production has started.  Special order fabrics or custom size cushion orders may not be canceled for any reason. We cannot be held responsible for shipping or any delays beyond our control

• Dimension Variance: A half inch variance in cushion or cushion cover dimensions is possible and should be expected

• Order Changes, Cancellations, and Returns: After we receive and process your order, an email confirmation will be sent to you. Please carefully check the accuracy of all the information and report any corrections within 24 hours. Any cancellation or changes to an order that is already in production is subject to a 25% restocking fee plus shipping charges. Special order fabrics or custom size cushion orders may not be canceled for any reason. We cannot be held responsible for shipping delays beyond our control. Returned orders are subject to a 30% restocking charge plus all shipping charges incurred. Special order fabrics and custom sizes may not be returned for any reason.

Guarantees

Our Customer Protection Guarantee

• Returns: If you are not satisfied with the quality of the cushions you receive, you may return unused cushions for a full refund. Sorry, custom sizes are not returnable.  We are not responsible for color variations of fabric. Some monitors will distort the fabric colors. If you are not sure, please ask one of our knowledgeable people for a verbal description of your selection and request a Fabric Swatch Sample if you're still unsure. No returns for fabric color, we cannot be held responsible for fabric style/color choices.

• How to Return: Simply contact our office with a message from our website for return instructions. You can submit your contact form HERE. You are also welcome to call us at (423) 512-0671 or email us at occ.nickholder@gmail.com.

• Producdt Measurements: When measuring your cushions please be positive of the sizes you supply to our customer service representative. All cushions are made to order to the sizes of the template you provide. If cushions are made to the wrong size, we will gladly help you correct the problem, however, size issues are not specifically covered by this guarantee.

• Workmanship Guarantee: We will repair or replace at no charge any defective seam or zipper within three (3) years on Premium Fabrics from date of purchase. Deluxe fabrics workmanship is guaranteed for six months. In case of needed repair, customers must ship a washed cover to our factory along with a check for $12.50 (return postage) per cushion.

• Fabric Guarantee: Fabrics are guaranteed by the specific manufacturer (mill) for the value of the fabric only, labor to replace is not covered. Deluxe fabrics are NOT guaranteed, Premium Sunbrella Fabrics are guaranteed for five (5) years from date of purchase. 

• Shipping Charges: Are not covered by this guarantee. Customers must pay all shipping to and from our factory.

• Cancellations: Orders MAY NOT BE CANCELLED after production has started.  Special order fabrics or custom size cushion orders may not be canceled for any reason. We cannot be held responsible for shipping or any delays beyond our control.

• Returns: All cushions are made to order and are not returnable or refundable without speaking with a representative about the issue. After which, a restocking fee may still apply. Special order fabrics and custom sizes may not be returned for any reason.

• “Covers Only” Guarantee: We do guarantee the fit of our “covers only” option. Only because we do not know what kind of shape your current fill is in. All “covers only” orders are non-returnable and non-refundable. We will always help you find a reasonable solution if the covers do not fit your current fill.

• Dimension Variance: A half inch to inch variance is possible and should be expected.

• Our Mission: Our mission is to make the highest quality cushions and cushion covers possible allowing our cutomers to customize their outdoor livings spaces exactly how they envision it. We aim to create happy and pleased customers... but also, comfortable ones! We aim to generate lifelong customers by bringing them real value.
  

Return Policy

More details on our return policy and returning custom products by Outdoor Custom Cushions.

• All cushions are made to order and are not returnable or refundable. Special order fabrics and customs sizes may not be returned for any reason.

• To be eligible for a return, the cushions need to be unused and a 30% restocking fee will apply. The customer is responsible for all return shipping expenses. You may not return any items after they have been in your possession for 10 days or more.

• To complete your return, we require a receipt or proof of purchase.

• Items that are never eligible for returns:
• Custom orders in which the customer supplied the measurements
• Special order fabric orders
• Gift Cards
• Cut fabric yardage purchased
• Items that are on sale

• Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-2 business days.

• Late Or Missing Refunds: If you haven’t received a refund yet, please contact your bank or your credit card company. They may have policies for holds or delays for processing refunds on accounts. Which could delay postings of refunds. If you’ve done all of this and you still have not received your refund yet, please contact us at occ.nickholder@gmail.com

• Sale Items: Only regular priced items may be refunded. Sale items cannot be refunded.

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at occ.nickholder@gmail.com

• If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

• If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

• You will be responsible for the shipping costs back to OCC to return your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

• Depending on where you live, the time it may take for your exchanged product to reach you may vary.

• If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

• To return your product, you should mail your product to: 1318 West G St, Elizabethton TN 37643

• Contact us at occ.nickholder@gmail.com or call (423) 512-0671 for questions related to refunds and returns.