A Simple & Transparent Returns Process
If you need assistance with a product you've purchased, our team is here to help you understand your options and guide you through the appropriate process.
Requesting a Return
Contact Kasi Mattress as soon as possible if you believe your product qualifies for a return.
- Provide your order details
- Explain the reason for the return
- Allow our team to assess the request
Product Condition
Returned products may need to meet certain condition requirements before a return or refund can be approved.
- Product should be kept in suitable condition
- Original purchase information may be required
- Assessment may be necessary
Refunds
Where a refund is approved, the applicable refund method and processing time will be communicated by our team.
- Refund eligibility is assessed individually
- Approved refunds are processed through the applicable payment method
- Processing times may vary
Exchanges
Depending on the circumstances, an exchange or alternative product may be considered instead of a refund.
- Product availability may affect exchanges
- Price differences may apply
- Our team will explain available options
Collection & Delivery
Where a product needs to be collected or returned, arrangements will be discussed with the customer.
- Collection arrangements may vary
- Delivery location may affect logistics
- Additional transport costs may apply where relevant
Warranty Claims
Product faults covered under warranty may follow a different process from ordinary returns.
- Warranty terms apply
- Product assessment may be required
- Review our Warranty page for more information
Important Information
Returns, refunds and exchanges are subject to the applicable terms of your purchase and relevant consumer protection legislation. Please contact us before sending or arranging the return of a product so that our team can provide the correct instructions.
Our Return Process
We aim to make the process as straightforward as possible.
Contact Us
Get in touch with our team and provide your order information.
Assessment
We'll review your request and determine the appropriate next step.
Arrange Return
If approved, we'll explain how the product should be returned or collected.
Resolution
The approved refund, exchange or other resolution will then be processed.
Need Help With a Return?
Our team is ready to help you understand your options and guide you through the process.