Return and Refund
Welcome to Cushiontreadpad (www.cushiontreadpad.com). We are committed to providing high-quality table mats and protection pads alongside an efficient, reliable shopping experience. This Return and Refund Policy governs all purchases made by customers within Europe and is designed to ensure full compliance with the consumer protection regulations of both New Zealand and the European Union, while ensuring the highest standards of financial security and transaction transparency.
- SHIPPING, PROCESSING, AND DELIVERY
Order Processing: All orders are processed and dispatched from our corporate facility within 1 to 3 business days (excluding weekends and public holidays).
Delivery Estimates: We partner with premium courier networks, including DHL Priority, FedEx Priority, and UPS Priority, to ship your orders directly from New Zealand to Europe. The estimated delivery window is 5 to 10 business days from the date of dispatch.
Tracking Communications: To keep you fully informed, automated tracking notifications will be dispatched to the email address provided at checkout at critical milestones, including:
Order dispatch from our facility.
Arrival at key international logistics hubs.
Out-for-delivery status within your local jurisdiction.
Delayed Transits: In the exceptional event that a shipment exceeds the standard delivery window, Cushiontreadpad will immediately initiate a formal investigation with the respective carrier. To safeguard your purchase against unreasonable transit delays, if the shipment does not arrive within 30 days from dispatch, Cushiontreadpad will transition the investigation into an immediate final resolution, providing you with either a full refund or a complete priority reshipment.
- THE RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)
In strict accordance with the European Union Consumer Rights Directive, customers residing within Europe possess a statutory right to withdraw from their purchase contract without specifying a reason.
Exercise Period: You have the right to cancel your purchase within 14 days from the date on which you, or a designated third party (other than the carrier), acquired physical possession of the goods.
Notification: To exercise your right of withdrawal, you must notify our customer service team via email at table@cushiontreadpad.com with a clear statement of your decision to cancel.
- RETURN REQUIREMENTS AND CONDITIONS
To qualify for a refund under the 14-day statutory withdrawal period, items must meet the following criteria:
The items must be returned in their original condition, unaltered, unwashed, and packed in their original packaging.
The customer is responsible for the direct costs of returning the goods to our international headquarters. Please note that because your order is being returned internationally to our operational hub in New Zealand, shipping fees may vary significantly based on your local carrier and package weight. We kindly advise reviewing return shipping estimates with your local carrier prior to dispatch.
All authorized returns must be shipped directly to our registered operational address:
Cushiontreadpad Returns
Suite 2, 74 Main Highway,
Ellerslie, Auckland 1051,
New Zealand
- DAMAGED, DEFECTIVE, OR INACCURATE GOODS
We maintain strict quality control standards to ensure your table mats arrive in perfect condition. If an item arrives damaged or defective, our streamlined resolution framework applies:
Notification Window: Please notify us via email at table@cushiontreadpad.com within 14 days of receipt, including your order number and comprehensive photographic or video evidence documenting the exact defect or transit damage.
No Physical Return Required: For verified transit damage or product defects, customers are generally not required to return the physically damaged item back to New Zealand.
Resolution: Upon comprehensive and satisfactory assessment of the submitted digital and logistics evidence, our team will approve and process a full refund or arrange a priority replacement shipment at no additional cost to you. Cushiontreadpad reserves the right to request alternative documentation or further verification if the initial evidence provided is incomplete or insufficient.
- REFUND TIMELINES AND ACCEPTED PAYMENT METHODS
Processing Time: Once approved, refunds are processed internally within 5 to 7 business days from either the date we receive and verify the returned goods at our New Zealand facility or the date on which digital evidence of damage is fully verified.
Payment Methods: Refunds will be credited exclusively back to the original funding source utilized during the initial transaction. Our gateway accepts standard secure payments through:
Major credit and debit card networks (Visa, Mastercard, American Express).
Digital wallets and mobile payment solutions (Apple Pay, Google Pay).
Posting Times: Please note that while our system issues refunds immediately upon internal approval, reflectiontimelines on your bank statement may vary depending on the processing rules of your financial institution or local banking network (typically 3 to 10 business days).
- CONTACT DETAILS
For all inquiries regarding orders, transit updates, or to initiate a return request, please contact our dedicated support channel:
Corporate Entity Address: Suite 2, 74 Main Highway, Ellerslie, Auckland 1051, New Zealand
Contact Email: table@cushiontreadpad.co