Return & Warranty Policy

1. Order Confirmation

Your order confirmation will state the products purchased, the estimated delivery date and the amount paid. An order is accepted once payment has been successfully processed and confirmed by CasAI.

Mattresses, smart bases, toppers and bed frames may be manufactured or configured to order.

2. Delivery and Installation

CasAI will deliver and complete the basic installation of the products purchased. Visible damage, missing items or an incorrect product should be reported within 48 hours of delivery.

A late report does not remove your rights regarding a valid defect.

3. Product Registration and App Activation

You will be required to register your CasAI unit and activate the companion app to enable sleep monitoring and automated positioning features. Certain preventive health monitoring features require ongoing app connectivity to function.

4. Adjustment Period

No minimum adjustment period applies. You may contact CasAI at any time regarding comfort concerns.

5. Goodwill Resolution

For a non-defective product, CasAI may, as a gesture of goodwill and subject to its assessment, offer a product adjustment, an exchange, store credit or another commercially reasonable alternative.

This does not create an automatic right to return, exchange or receive a refund.

6. Product Exchange

Where an exchange is approved, CasAI may recommend a different firmness, configuration or comparable product. Any exchange is subject to the product's condition, availability and CasAI's approval.

7. Price Difference

If the replacement product is higher in value, you must pay the difference. If the replacement product is lower in value, CasAI will refund the difference. No adjustment is required where both products are of equal value.

8. Bundle Returns

Products purchased as a promotional bundle must be returned together unless CasAI approves otherwise. Complimentary items supplied with the returned order must also be returned.

If they are not returned, their stated retail value may be deducted from the refund where permitted by law.

9. Approved Non-Defect Return

Any return involving a non-defective product is subject to CasAI's assessment and approval. The product must be clean, hygienic, undamaged and complete with all controllers, cables, sensors, accessories and components originally supplied.

10. Transport and Sanitation Fees

An approved return of a non-defective product is subject to an S$80 transport fee and an S$50 sanitation fee, totalling S$130. These fees will be deducted from the approved refund.

11. Confirmed Defects

The transport and sanitation fees will not apply where CasAI confirms that the product has a manufacturing defect covered under the warranty.

12. Products Excluded from Non-Defect Returns

Customised or made-to-order products, toppers, bed frames, display units, clearance units, all pillows and opened accessories are not eligible for non-defect returns unless CasAI approves otherwise in writing.

Rights relating to valid manufacturing defects remain unaffected.

13. Pillows

All pillow sales are final. Pillows cannot be returned or exchanged for comfort, hygiene or change-of-mind reasons.

Confirmed manufacturing defects will be assessed separately, without limiting your statutory rights.

14. Accessories

Unused accessories may be returned within seven days only if unopened and in their original packaging, subject to an S$25 administration fee.

15. Cancellation Before Production

A cancellation approved before production or product configuration begins is subject to a flat S$50 administration fee, which will be deducted from the refund.

16. Cancellation After Production Starts

After materials are ordered, cut or production begins, CasAI may deduct the actual committed production and administrative costs incurred, capped at 30% of the affected product's invoiced value.

Once production is completed, customised or made-to-order products are non-cancellable, except where required by law.

17. Faulty or Defective Products

If a product is defective, incorrect, not of satisfactory quality or not as described, contact CasAI with your invoice number, photographs or videos and a description of the issue. CasAI will assess the claim and provide an appropriate remedy where the claim is valid.

18. Defect Remedy

For a confirmed defect, CasAI may repair the product, replace the affected component or replace the product.

If the original product or component is out of stock, discontinued or no longer produced, CasAI will offer an equivalent or reasonably comparable remedy. This may include a comparable current model, a price reduction or a refund, in accordance with applicable Singapore law.

19. Product Warranty Schedule

All warranty periods begin from the product's delivery date.

20. Warranty Exclusions

The warranty does not cover:

• Normal wear, softening or settling
• Personal comfort preferences
• Body impressions below 25 mm on an unloaded surface
• Stains, liquid damage, tears, burns, odour or pest damage
• Unsuitable foundations
• Misuse, or failure to follow care instructions
• Damage caused by unauthorised repair, modification, disassembly or transportation

Commercially used products, and products without a legible product or warranty label, are excluded from the commercial warranty.

21. Service Charges

No inspection, collection, transport, parts, labour or administration charge applies where an issue is confirmed as covered under the warranty.

If the inspection determines that the issue is not covered, any applicable charge will be quoted for your approval before work proceeds.

22. Hygiene and Service Access

CasAI may decline a discretionary return or physical service where a product is unsafe or unhygienic to inspect, handle or transport. This does not remove any remedy available to you under applicable Singapore law.

23. Warranty Ownership

The CasAI commercial warranty applies to the original purchaser and is not transferable.

A repair or replacement does not restart the warranty period. The remaining balance of the original warranty period will continue to apply.

24. Refund Method and Timing

Approved refunds, including a price difference following an exchange to a lower-priced product, will be paid by PayNow or another method agreed with the purchaser within 14 business days after the exchange is completed, or after the returned product has been collected and inspected.

25. Old Unit Disposal

Complimentary like-for-like disposal is available during delivery: one old item of the same type for each corresponding item purchased.

Additional items, non-corresponding items and furniture requiring dismantling may incur a charge, quoted before delivery. Items must be accessible and ready for removal.

26. Returned Products

Returned products may be refurbished, donated, recycled, used for display or responsibly disposed of. Returned products will not be represented or sold as new.

27. Policy and Statutory Rights

The policy version in effect on the order-confirmation date applies to that order.

This policy is in addition to, and does not limit, your rights under the Consumer Protection (Fair Trading) Act 2003 and other applicable Singapore laws.