Refund policy

Damages and issues

 

Please inspect your order upon reception and contact us by email within 24 hours if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and make it right. We will provide support if the damage or issue is notified within 24 hours of delivery. If you receive the wrong item advise us within 24 hours from delivery so we can correct the issue.

 

Customers are responsible for ensuring the items ordered will fit inside their home. If an item does not fit a 35% cancellation fee applies and funds will be in-store credit only.

 

Damaged items are not eligible for a full refund if returned. Casilen will operate within the warranty of the item to rectify the issue. To return a damaged item the regular return policy applies.

 

Clearance items are sold as is and how is. It is the customers due diligence to inquire about damages or issues. Casilen is not responsible for damages during shipping of clearance items.

 

Returns and Refunds

 

Please contact us via email ([email protected]) as soon as possible with a detailed description of the issue along with a photo. Also, include your order number, the date your order was delivered while requesting a return. To be eligible for a return, your item must be in the same condition that you received it, unassembled and unused, in its original packaging. You’ll also need the receipt or proof of purchase.

You have 5 calendar days to return an item from the date you received it.
Items have to be un-assembled (never assembled) and in original packaging and without any damages

There will be a charge of restocking fee of 25% of the final price of the product.

The buyer is responsible for the return shipping costs.

All mattresses are final sale items due to hygiene reasons.

Custom and Made-To-Order items cannot be returned, exchanged or refunded.

Cancellations

 

We are always glad to help our customers in the best way possible. We do allow cancellations for FULL refunds for our customers as long as all of the following criteria is satisfied:

 

The item(s) that you have purchased is not in our possession

The item(s) are not in transit to us from the supplier

We can cancel the order with the supplier

There is a 35% cancellation fee to cancel an order that does not satisfy the above listed criteria.

 

Once and item is shipped and in transit, it can no longer be cancelled. 35% cancellation fee will apply to the item applies if delivery is refused once the item is shipped. Shipping is non-refundable in this case.

 

 

If a piece of an item is in our possession or in transit the cancellation fee applies to the whole item (e.g. for an order of a dining table, the legs arrive and the top does not, the fee applies to the whole dining table). If a part of a package is ready, cancellation fee applies to the whole package.

 

If you would like to remove an item from your order, we can remove a single items as well. The item has to satisfy the above listed criteria to be eligible for a full refund or the cancellation fee of 35% applies.

 

Refund policy is subject to change without notice.

 

THERE IS NO CANCELLATIONS OR RETURNS ON CUSTOM OR MADE-TO-ORDER ITEMS.

 

Casilen DOES NOT REFUND THE DIFFERENCE IN PRICE IF THE PRICE CHANGES AFTER PURCHASE. 

The refund will be processed back to the original payment method within 7 business days.