Refund policy

What is your return policy?

💕Warm Tips: Return services may be delayed as a result of COVID-19 safety measures.

We want you to feel like every item perfectly matches 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 service@casainc.com to get the shipping address before returning your product.

Returning a product purchased from casainc.ca:

General Returns or Exchanges

1. CASAINC offers a 30-day return policy on its items from the date they are received.* If you are not satisfied with your purchase CASAINC CANADA will accept returns, and the item must be in its original condition and packaging to be accepted. ( Return shipping costs apply, if the reason for the return is not due to a product defect. If you wish to proceed with our return shipping carrier, the return shipping costs will be deducted from your refund.）
2. Items sent back without an email having been contacted by our customer service team will not be accepted. All return shipping costs and tracking of products are the responsibility of the customer.
3. If for any reason your item(s) arrive(s) back to our warehouse damaged or used, we have the right to refuse the refund or issue a partial refund.
4. You can always contact us for any return questions at service@casainc.com.

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

• Clearance items
• Gift cards
• Personalized items
• Returned product packaging is damaged or has smear marks
• 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:

• The 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 receive it, please contact us immediately to seek a replacement. If it takes more than five business days after delivery and no shipping insurance is purchased, we will no longer provide a free replacement for the entire set.

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.

Damaged Returns

1. Please check all items immediately upon arrival. In the unfortunate event that an item arrives damaged or missing parts, please contact service@casainc.com within three days of the item's arrival. 
2. If you receive a damaged product, please mentioned the information below in your email. Details of the damage to the product, attach a video or picture of the damage to the product, and finally a picture of the outer box marked with the product's item number.
   
   

Missing Parts

In the unlikely event that you receive an order with missing parts, please contact us at contact@casainc.com. We will often provide the missing part quickly and free of charge.

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 if 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. Ensure the product name and model number match your order confirmation.
3. Remove the packaging and inspect the appliance.

Don't accept the delivery if you receive the wrong item or it arrives damaged. 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.

How do I return an item?

1、To start a return, visit the contact us page or email to service@casainc.com

2、Please list the following in your email
     Reason:
     Order Number:
     Product Name&Item Number
     Quantity：
     Product State: open box, installed, used
     Attach Picture or Video：
     Other Remarks：

3. Send your email and you're done! 
（We will respond to your email within two business days, excluding holidays and weekends, thank you for your understanding!）

About Refunds

What are my refund options?

Per our Return Policy, you can receive a refund through a Store Credit (never expires!) or to your original payment method, minus all related shipping costs.

When will I receive my refund?

• For store credit and gift card refunds, we’ll credit your account within one business day once we receive notification that you have returned your item(s).
• We’ll begin issuing your refund for credit card refunds 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, the 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, the consumer is not required to bear the shipping fee for this reason.

Warm Tips 💕💕💕:

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.

You can always contact us for any return questions at service@casainc.com.