Warranty and returns

What is included

Every CasAI purchase includes the following, before any fee on this page applies.

Unlimited time on the bed in the showroom. Lie on it for as long as you want, and come back and lie on it again.

Your fitting results, to keep. They are yours whether you buy from us or not.

Ten years on the mattress structure. Five years on the smart base and its electronics: the frame, welds, motors, control box, handset, sensors and cabling.

Delivery and installation by CasAI, with the app paired on site.

Like-for-like disposal of your old mattress or base during delivery, one old item of the same type for each item purchased.

Reserve deposits

A made-to-order bed, which means the AI Pro and Air ranges and any made-to-order base, is reserved with a deposit that holds a production slot. The deposit amount is To confirm: deposit amount.

The deposit is refundable in full if the fitting says the bed is wrong for you. It counts toward the price, and the balance is settled before delivery.

Warranty schedule

All warranty periods begin on the delivery date.

| Product | What is covered | Period | | --- | --- | --- | | Mattress | Foam core, spring unit and structural stitching | 10 years | | Smart base, structure | Frame, welds and structural joints | 5 years | | Smart base, electrical | Motors, control box, handset, sensors, cabling and electrical components | 5 years | | Mattress topper | Manufacturing defects in materials and workmanship | 5 years | | Non-motorised bed frame | Frame structure and workmanship | 5 years | | Accessories | Voice-command module, power adapter and remote control | 5 years | | Pillows | No additional commercial warranty; statutory rights for confirmed manufacturing defects remain unaffected | Not applicable |

The warranty applies to the original purchaser and is not transferable. A repair or replacement does not restart the period; the remaining balance of the original period continues to apply.

What 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 the 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.

How to claim

If a product is defective, incorrect, not of satisfactory quality or not as described, write to hello@casaisleepstudio.com with your invoice number, photographs or a video, and a description of the issue. We assess the claim and provide a remedy where it is valid.

For a confirmed defect we repair the product, replace the affected component or replace the product. If the original product or component is out of stock or discontinued, we offer an equivalent or reasonably comparable remedy, which may be a comparable current model, a price reduction or a refund, in accordance with Singapore law.

No inspection, collection, transport, parts, labour or administration charge applies where an issue is confirmed as covered. If an inspection finds the issue is not covered, any charge is quoted for your approval before work proceeds.

Repairs are handled by CasAI in Singapore.

Delivery and installation

We deliver and complete the basic installation of what you bought. 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.

Additional items for disposal, items of a different type, and furniture that needs dismantling may carry a charge, quoted before delivery. Items must be accessible and ready for removal.

Registration and the app

The AI Pro and smart bases need to be registered and the companion app activated to enable sleep monitoring and automated positioning. Certain features require ongoing app connectivity to function.

If it is wrong for you

The time you spend on the bed in the showroom is what protects you, which is why we scan you before you choose. If it still is not right, talk to us.

For in-stock products, a comfort-exchange window of To confirm: comfort-exchange window length applies from the delivery date. For made-to-order beds there is no guaranteed return period for a change of mind; we look at a different firmness or configuration first.

Where a product is not faulty, CasAI may, as a gesture of goodwill and subject to its assessment, offer an adjustment, an exchange, store credit or another commercially reasonable alternative. This does not create an automatic right to return, exchange or receive a refund.

Where an exchange is approved, we may recommend a different firmness, configuration or comparable product, subject to the product's condition, availability and our approval. If the replacement is higher in value, you pay the difference; if it is lower, we refund the difference.

Returns and cancellation fees

An approved return of a non-defective product must be clean, hygienic, undamaged and complete with every controller, cable, sensor, accessory and component originally supplied. It is subject to an S$80 transport fee and an S$50 sanitation fee, totalling S$130, deducted from the refund. These fees do not apply where CasAI confirms a manufacturing defect covered by the warranty.

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. All pillow sales are final; pillows cannot be returned or exchanged for comfort, hygiene or change-of-mind reasons. Unused accessories may be returned within seven days only if unopened and in their original packaging, subject to an S$25 administration fee.

Products bought as a promotional bundle must be returned together unless we approve otherwise, along with any complimentary items supplied. If those are not returned, their stated retail value may be deducted from the refund where the law permits.

A cancellation approved before production or configuration begins carries a flat S$50 administration fee, deducted from the refund. After materials are ordered, cut or production begins, we may deduct the actual committed production and administrative costs, capped at 30% of the affected product's invoiced value. Once production is complete, customised or made-to-order products are non-cancellable, except where the law requires.

We 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 Singapore law.

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

Refunds

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

Instalments

To confirm: instalment plan

Your statutory rights

Under Singapore's Lemon Law, the Consumer Protection (Fair Trading) Act 2003, if a product is faulty you can ask for a repair, a replacement, a price reduction or a refund, and for the first six months the law assumes the fault was there from the start. This policy is in addition to those rights and does not limit them.

The policy version in effect on the order-confirmation date applies to that order. An order is accepted once payment has been processed and confirmed by CasAI.

CasAI Sleep Studio Pte Ltd. Questions about this policy: hello@casaisleepstudio.com.