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Return & Refund Policy

Return & Refund Policy

Return services may be delayed as a result of COVID-19 safety measures.

We want you to feel like every item is the perfect match for your home. If it’s not the right fit, we’ll help you get it sorted and have you on your way.

You can return most items for a refund or store credit within 30 days of delivery. All shipping costs (including shipping and returns) are to be borne by the customer, you, except for faulty product quality. And the item must be in its original condition and packaging to be accepted.

To start a return, please visit our "contact us" page or email contact@casainc.com to get the shipping address before returning your product.

 

There are a few items that can’t be returned:

Clearance items

Gift cards

Personalized items

Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)

Items you have already assembled

Items marked “Non-Returnable” on the sale page

Open Box Items

Any outbound shipping charges collected on the order will not be refunded. This includes:

Shipping charge for orders under $100

Upgraded shipping charges (expedited, express, room of choice, etc.)

However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.

If you receive the wrong item or it arrives damaged, do not unpack or install it. Please contact us so we can arrange for a replacement. Once you have installed the item, it cannot be returned.

Please Note: If you find massive damage to your product when you received it, please contact us immediately to seek a replacement. If it takes more than 5 business days after delivery and no shipping insurance is purchased, we will no longer provide a free replacement for the entire set.

So when you receive the package, please double-check the following when it arrives:

  1. Scan the box for damage.
  2. Make sure the product name and model number match your order confirmation.

 

Refund Options

You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in Refunds.

 

Modified Return Policies

Our return policy is slightly different for some products and special-occasion purchases:

 

Mattress Return Policy

Every mattress comes with a 100-night free trial. If you’re not in love with it after 100 nights, you can arrange a free return or exchange it for a different one. The return or exchange option only applies once per order.

 This excludes Mattress Toppers, Crib Mattresses, Air Mattresses and Open Box Mattresses.

 

Large Appliance Return Policy

You can return a large appliance within 30 days of delivery as long as it has not yet been installed and is returned in the original packaging. In rare cases, you might have to pay the manufacturer’s restocking fee.

Before installing the appliance, please double check the following when it arrives:

1) Scan the box for damage.

2) Make sure the product name and model number match your order confirmation.

3) Remove the packaging and inspect the appliance.

If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

 

Refunds
What are my refund options?
You can receive a refund to Store Credit (never expires!) or to your original payment method, minus all related shipping costs as per our Return Policy.

When will I receive my refund?
For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s).

For credit card refunds, we’ll begin issuing your refund once we’ve received your returned item(s) correctly. Most banks will process the refund within 3-5 business days.

For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.

 

Notice

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.