We understand that sometimes things don’t go as planned.

Here’s our policy to make sure you have a smooth experience:

1. Manufacturing Defect

Don’t panic if the goods you received has a manufacturing problem. We have you covered:

  • Please inform us of any delivery-related defects.
  • We’ll fix it at no charge. There are no additional fees.
  • Recall that it is critical to report the flaw as soon as possible.

2. Damages during delivery or shipping

We’ll take care of it if your order is damaged during delivery:

  • Report any damage that occurred during delivery.
  • We’ll give it a free repair. No additional fees.
  • We can better assist you if you report immediately.

3. Incorrect Item Delivered

Errors may occur. In the event that you get the incorrect item, we will:

  • Tell us of any problems encountered during delivery.
  • We’ll replace it at no additional expense.
  • Remember that personalized products may have very tiny variations in their designs.

Cancellation or Amendments

We understand that plans alter. However, this is how it operates for various kinds of orders.:

Made-to-Order (Customized) Products:

  • Once placed, these orders can’t usually be canceled or amended.
  • But if you let us know within 2 hours, we’ll try to help. Some charges might apply
  • Customized items are not refundable.
  • We refer to this idea as “customization.” These products are entirely made in the Casper Mattress & Furniture production plant under the guidance of skilled artisans.
  • We have enhanced our capacity to manufacture while taking into consideration size, colors, fabric (many types), materials (MDF, solid wood, veneer, etc.), legs (designs/size), and other factors as a result of client feedback and the passage of time.
  • We continue to learn from the opinions of our customers. We have made investments in craftspeople who are the most skilled in their fields throughout the years. We only collaborate with people who have proven their ability to deliver consistently high-quality work and who genuinely want to satisfy every client.
  • Once you have confirmed and signed the customized job order with us, we will go on. You must double check and verify the customized items’ sizes, colors, and other details. We will make the necessary changes after confirmation, and you won’t be able to return or receive a refund for that item.
  • Processing such orders, including production, shipping, and installation, typically takes 8–10 working days.

Ready-in-stock items:

  • One hour after placing your order, you can cancel.
  • We might not be able to cancel if it goes beyond that.

Refunds

Even in situations where things don’t work out, we want you to be happy:

Refund Process:

  • Your original payment method will be credited if it is accepted.
  • Depending on your bank, the processing time may take 20 to 45 days.

Out of Stock:

  • If we can’t fulfill an item or part of it, you’ll get a refund.

Change of Mind:

  • Sorry, we can’t refund just because of a change of mind.
  • But, in some cases, we might consider it at our discretion.

Late or Missing Refunds:

If your refund seems to be taking longer than expected, try these steps:

  1. Check your bank account again.
  2. Contact your credit card company.
  3. If you’re still waiting, reach out to us at info@caspermattress.ae, and we’ll look into it.

Returning:

  • Sorry, we can’t return products just because of a change of mind.
  • We do not return any product that is damaged by the customer.
  • All of our products are made to order; hence, Casper Mattress & Furniture LLC will not accept any returns. Unless the delivered product has a manufacturing defect, in which case Casper Mattress & Furniture will bear full responsibility and repair or replace the product depending on the depth of the defect. An agent from Casper Mattress & Furniture will be sent to assess the manufacturing defect and advise you accordingly.
  • We’re here to make things right. Your satisfaction is our priority.