Chess OasisSleep comfort, Europe

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Returns

CUSHION PTY LTD sells goods with rights that cannot be excluded under the Australian Consumer Law (ACL). Nothing on this page limits those rights. Consumers in the EU/EEA/UK/CH also have the statutory 14-day withdrawal right described below and on the EU withdrawal page.

Australian Consumer Law

If goods are faulty, not of acceptable quality, or not as described, you may be entitled to a repair, replacement, or refund as required by the ACL. Contact support@chessoasis.com with photos and your PayPal reference.

EU / EEA / UK / CH — 14-day right of withdrawal

If you are a consumer buying for private use and your delivery address is in the European Union, European Economic Area, United Kingdom, or Switzerland, you may withdraw from the distance contract within 14 days of receiving the goods, without giving a reason. Full instructions, effects of withdrawal, and the model withdrawal form are on EU withdrawal. Email support@chessoasis.com to start a withdrawal. ACL guarantees for faulty goods remain available alongside this right.

Change-of-mind window (all customers)

Unused, resaleable pillows in original condition may be returned within 30 days of delivery for a refund of the product price. This goodwill window is additional to ACL rights and, where applicable, the EU 14-day withdrawal right. Return shipping for change-of-mind is arranged when you contact support; cost responsibility is confirmed in that email thread before you post the parcel.

Opened covers that show clear use, missing layers, or damaged packaging that prevents resale may not qualify for change-of-mind returns. Faulty goods remain covered under the ACL regardless. EU withdrawal rules on diminished value still apply where that right is used.

How to start a return

  1. Email support@chessoasis.com with your order email and PayPal transaction ID. Say whether you are using ACL, EU withdrawal, or the 30-day unused window.
  2. Wait for return instructions before posting.
  3. Refunds are issued to the original PayPal payment after we inspect the returned goods (or sooner where the law requires).