Terms & Conditions

Last updated: September 2026

Welcome to The Cushion Workshop.

These Terms & Conditions apply to the use of our website and to all purchases made from The Cushion Workshop. Please read them carefully before placing an order.

By placing an order with us, you agree to be bound by these Terms & Conditions.

1. ABOUT US

The Cushion Workshop is a trading name of Gwydr Upholstery Ltd, a company registered in England and Wales.

Company name: Gwydr Upholstery Ltd

Company number: 04466244

Registered office: 876, Carmarthen Road, Fforestfach, Swansea, SA5 8HR

Email: hello@thecushionworkshop.com

Throughout these Terms & Conditions, “The Cushion Workshop”, “we”, “us” and “our” refer to Gwydr Upholstery Ltd trading as The Cushion Workshop.

Our products are handmade with care using the experience and craftsmanship of Gwydr Upholstery, established in 1931.

2. OUR PRODUCTS

We specialise in handmade cushions, cushion covers and related soft furnishings.

Many of our products are made or finished to order. Depending on the product, customers may be able to select options including size, fabric, filling, piping, trim and other finishes.

We make every reasonable effort to ensure that product descriptions, measurements, photographs and other information displayed on our website are accurate.

However, as our products are handmade, minor variations in dimensions, positioning, finish and appearance may occur. These are a natural characteristic of handmade products and are not necessarily considered defects.

3. FABRICS, COLOURS & PATTERNS

We make every effort to display fabrics and colours accurately. However, colours may appear differently depending on the device, screen settings and lighting used to view our website.

Where fabrics contain a pattern, the exact positioning of the pattern may vary from the photographs shown on our website.

Pattern placement and pattern matching will be undertaken at our discretion unless a particular requirement has been expressly agreed with us before the order is placed.

Natural fibres and certain fabrics may contain variations in weave, texture, shade or appearance. These characteristics are inherent to the material and are not normally considered faults.

Where an exact colour or texture is important, we recommend obtaining a fabric sample before placing your order where samples are available.

4. MEASUREMENTS

Product dimensions are stated on the relevant product page.

As our cushions are handmade, small tolerances in finished dimensions may occur.

Where a product is made using measurements supplied by you, it is your responsibility to ensure those measurements are accurate.

We cannot accept responsibility for a correctly manufactured product that does not fit its intended location because incorrect measurements or information were supplied to us.

If you are unsure about measurements, please contact us before placing your order.

5. Placing an Order

When you place an order through our website, you are making an offer to purchase the products in your basket.

After placing your order, you will receive an order acknowledgement or confirmation by email.

A contract between you and us will be formed when we accept your order.

We reserve the right to refuse or cancel an order where, for example:

a product is unavailable;
there has been an obvious pricing or product-description error;
we are unable to obtain authorisation for your payment;
we are unable to fulfil a particular bespoke request; or
we reasonably suspect fraudulent or unauthorised activity.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products.

6. PRICES & PAYMENTS

All prices are shown in pounds sterling (£).

Prices include VAT where applicable unless stated otherwise.

Delivery charges are shown separately during checkout before you complete your purchase.

We reserve the right to change our prices at any time. Any change will not affect an order that we have already accepted.

Payment must be made using one of the payment methods offered at checkout.

Your order may not enter production until payment has been received in full.

7. MADE-TO-ORDER & BESPOKE PRODUCTS

Many of our products are made or finished after an order is placed.

Some products may also be bespoke or personalised, meaning that they are made to your individual specifications or clearly personalised for you.

This may include, for example, products manufactured to non-standard dimensions or using materials, specifications or finishes specially requested by you and not offered as part of our standard range.

Please check all details carefully before submitting an order for a bespoke product.

Once production of a bespoke product has commenced, we may be unable to make changes to the order.

Please contact us as soon as possible if you need to request a change. We will try to accommodate your request but cannot guarantee that changes will be possible.

Additional charges may apply where a requested change results in additional materials or work.

8. CANCELLATION RIGHTS

Your cancellation rights depend upon the type of product you have ordered.

Standard Products

Where a product does not fall within one of the statutory exceptions to the right to cancel, consumers purchasing online will normally have the right to cancel their order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations.

You must inform us within the applicable cancellation period if you wish to exercise this right.

Bespoke & Personalised Products

The statutory right to cancel does not generally apply to goods that are made to the consumer’s specifications or clearly personalised.

This means that where we manufacture a genuinely bespoke product specifically to your individual requirements, you may not have the right to cancel simply because you have changed your mind.

The fact that an item is manufactured or assembled after an order is placed does not, by itself, necessarily make it a bespoke product for the purposes of consumer cancellation legislation.

Nothing in this section affects your legal rights where goods are faulty, damaged, not as described or otherwise fail to comply with applicable consumer law.

9. RETURNS

If you wish to return a product for which you have a legal right to cancel, please contact us before returning it.

Unless the goods are faulty or we have agreed otherwise, you will normally be responsible for the cost of returning the goods to us.

Products should be returned carefully packaged and, where reasonably possible, in their original condition.

You have a legal obligation to take reasonable care of goods while they are in your possession. We may make a deduction from a refund where permitted by law if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

Bespoke or personalised products cannot normally be returned because you have changed your mind where the statutory bespoke-goods exemption applies.

This does not affect your rights in relation to faulty or incorrectly supplied goods.

10. REFUNDS

Where you validly exercise a statutory right to cancel, we will issue any refund due in accordance with applicable consumer law.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

Where applicable, standard outbound delivery charges will be refunded in accordance with your statutory rights. Any additional amount paid for an enhanced or premium delivery service may not be refundable.

11. FAULTY, DAMAGED OR INCORRECT PRODUCTS

We take great care in the manufacture and inspection of our products.

If you believe an item is faulty, damaged or incorrect, please contact us as soon as reasonably possible after receiving your order.

Please provide:

your order number;
a description of the problem; and
photographs showing the product and, where relevant, its packaging.

We may ask you to retain the product and packaging while we investigate the issue.

Where goods are faulty, not as described or otherwise do not conform to the contract, you may have statutory rights to a repair, replacement, price reduction or refund depending on the circumstances.

Nothing in these Terms & Conditions limits or excludes your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

12. DELIVERY

Delivery options and charges will be displayed during checkout.

We currently use third-party courier services to deliver our products.

Any delivery date or timeframe provided is an estimate unless we have expressly agreed otherwise.

As many of our products are handmade or made to order, production times may vary during particularly busy periods.

We will make reasonable efforts to dispatch your order within the estimated timeframe stated when you place your order.

We are not responsible for delays caused by circumstances outside our reasonable control. If a significant delay occurs, we will contact you where appropriate.

13. DELIVERY ADDRESS

It is your responsibility to provide a complete and accurate delivery address.

Please check your delivery details carefully before submitting your order.

If you notice an error, contact us as soon as possible. Once an order has been dispatched, we may not be able to change the delivery address.

We cannot accept responsibility for delivery problems resulting from incorrect or incomplete information supplied by you, although we will make reasonable efforts to assist.

Additional delivery charges may apply where an order has to be re-sent because an incorrect address was supplied or delivery could not be completed for reasons attributable to the recipient.

14. DELIVERY DAMAGE

Please inspect your parcel and products as soon as reasonably possible after delivery.

If the packaging or product appears to have been damaged in transit, please contact us promptly and provide photographs of:

the external packaging;
the shipping label;
any damage to the packaging; and
the damaged product.

Please retain the packaging until we have advised you that it can be disposed of, as the courier may require it as part of a damage claim.

Your statutory rights are not affected by a failure to report courier damage within a particular period.

15. CARE OF YOUR CUSHIONS

Please follow any care instructions supplied with your product or displayed on our website.

Different fabrics and fillings require different methods of care.

We cannot accept responsibility for damage resulting from:

failure to follow supplied care instructions;
inappropriate washing, dry cleaning or cleaning products;
misuse or neglect;
excessive exposure to sunlight;
exposure to unsuitable environmental conditions; or
normal wear and tear.

This does not affect your statutory rights where a product was faulty when supplied.

16. FEATHER & NATURAL FILLINGS

Where a cushion contains feather, down or another natural filling, some movement and settling of the filling is normal during use.

Regular plumping and reshaping may be required to maintain the appearance and comfort of the cushion.

Occasional feather migration through the casing can occur with feather-filled products and is not necessarily indicative of a manufacturing defect.

Please refer to the individual product description for details of the filling supplied.

17. HANDMADE NATURE OF OUR PRODUCTS

The handmade nature of our products means that no two cushions will necessarily be completely identical.

Minor differences in stitching, dimensions, pattern placement and finish may occur.

These variations form part of the character of a handmade product, provided that they do not affect the product’s satisfactory quality, fitness for purpose or conformity with its description.

18. WEBSITE INFORMATION

We take reasonable care to ensure that information on our website is accurate and up to date.

We may update product information, photographs, prices, availability and other website content from time to time.

We cannot guarantee that our website will always be available without interruption or error.

19. INTELLECTUAL PROPERTY

All content on The Cushion Workshop website, including our branding, photographs, product images, graphics, text, designs and other material, is owned by or licensed to Gwydr Upholstery Ltd unless stated otherwise.

This content may not be copied, reproduced, distributed, modified or used for commercial purposes without our prior written permission.

20. LIABILITY

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

Subject to those rights and to the extent permitted by law, we will not be responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from use of a product in a way for which it was not intended.

If you are purchasing products wholly or mainly for business purposes, different legal rights may apply.

21. EVENTS OUTSIDE OUR CONTROL

We will not be responsible for a failure or delay in performing our obligations where this is caused by circumstances outside our reasonable control.

Such circumstances may include disruption to courier networks, severe weather, natural disasters, fire, flood, industrial action, interruptions to utilities or communications, shortages of materials or other events that we could not reasonably prevent.

Where such an event affects your order, we will take reasonable steps to minimise the effect of the delay and will contact you where appropriate.

Your statutory rights remain unaffected.

22. PRIVACY

We process personal information in accordance with our Privacy Policy.

Please refer to our separate Privacy Policy for information about how we collect, use and protect your personal information.

23. CHANGES TO THESE TERMS

We may amend these Terms & Conditions from time to time to reflect changes to our business, website or applicable law.

The Terms & Conditions that apply to your purchase will normally be those in force when your order is placed.

24. GOVERNING LAW

These Terms & Conditions and any contract between you and us are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory protections provided by the law applicable where you live.

Nothing in these Terms & Conditions affects any rights you have to bring proceedings in a court that has jurisdiction under applicable consumer law.

25. CONTACT US

If you have any questions about these Terms & Conditions, an order or one of our products, please contact:

The Cushion Workshop

A trading name of Gwydr Upholstery Ltd

Email: hello@thecushionworkshop.com

Registered office: 876, Carmarthen Road, Fforestfach, Swansea, SA5 8HR

Company number: 04466244