Last Updated: September 2026

At Casavora Home, we are committed to providing our customers with quality mattresses and home products, together with reliable customer support. We carefully review orders before dispatch, but if something goes wrong, we will work with you to resolve the issue fairly.

1. Wrong or Incorrect Orders Sent by Casavora

If Casavora Home sends you a product that does not match the order you placed, such as:

• The wrong size or dimensions

• The wrong colour

• The wrong product

• A different specification from what was ordered

please contact us as soon as possible.

Where the error is confirmed to be on our side, Casavora Home will arrange the appropriate resolution, which may include replacement or refund, as applicable.

Where a return is required because of an error made by Casavora Home, we will arrange collection of the product from the customer at no additional collection charge.

2. Damaged or Faulty Products

Customers should inspect their order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, or has a manufacturing fault, please notify Casavora Home within 7 days of delivery, preferably with photographs or videos showing the issue.

We may request photographs, videos, order information, or other reasonable information to help us assess the issue.

Where the issue is confirmed to be a fault or damage for which Casavora Home is responsible, we will provide an appropriate remedy in accordance with applicable UAE law, which may include repair, replacement, or refund.

Where collection is required because the issue is attributable to Casavora Home, we will arrange the collection at no additional charge to the customer.

Nothing in this policy is intended to limit any mandatory rights available to consumers under applicable UAE law.

3. Custom Orders

Mattresses and other products manufactured according to specific customer measurements, dimensions, sizes, or other custom specifications are considered custom-made products.

Because these products are made specifically for the customer, custom orders cannot ordinarily be returned or cancelled due to a change of mind, incorrect measurements supplied by the customer, or personal preference.

Customers are responsible for carefully checking the measurements and specifications they provide before confirming a custom order.

However, Casavora Home understands that individual circumstances may vary. If you experience an issue with a custom order, please contact us and we will review the situation with you and work towards a reasonable solution where possible.

This does not affect any rights that cannot legally be excluded under applicable UAE law.

4. Incorrect Size Ordered by the Customer

Customers are responsible for checking the selected size and dimensions before completing their order.

If the customer orders the wrong size or dimensions and the product supplied matches the order, the order will not be treated as an error by Casavora Home.

Where Casavora Home agrees to accept a return or exchange for an incorrectly ordered size, return collection/delivery charges may apply and will generally be the responsibility of the customer.

Any applicable delivery or return charges will be communicated to the customer before the return or exchange is arranged.

For custom-made products, please refer to the Custom Orders section above.

5. Change of Mind

Returns or refunds are not automatically available simply because a customer changes their mind after purchasing a product, particularly where the product has been custom-made, used, opened, or manufactured according to customer specifications.

Any discretionary return or exchange outside the circumstances described in this policy will be considered by Casavora Home on a case-by-case basis.

6. Product Condition

For any approved return, the product may need to be inspected before a refund or replacement is finalized.

Customers should take reasonable care of products while they are in their possession.

A return may be refused or adjusted where an issue has resulted from misuse, improper handling, accidental damage, incorrect storage, unauthorized modification, or other circumstances attributable to the customer, subject to applicable UAE law and any applicable warranty rights.

7. Refunds

Where a refund is approved, Casavora Home will process the applicable refund using the appropriate payment method or another mutually agreed method, subject to applicable payment-provider procedures.

The timing for the refund to appear in the customer’s account may depend on the customer’s bank or payment provider.

8. Exchanges and Replacements

Where appropriate, Casavora Home may offer a replacement instead of a refund.

Replacement availability may depend on the product, selected size, specifications, and availability.

For products manufactured specifically to customer requirements, replacement may require additional production time.

9. Delivery and Collection

Where the issue is caused by Casavora Home, including an incorrect product being supplied or qualifying damage attributable to Casavora Home, Casavora Home will arrange the necessary collection or return process.

Where the customer has ordered an incorrect size or otherwise requests a discretionary return that is accepted by Casavora Home, applicable return or collection delivery charges may be charged to the customer.

10. How to Request a Return or Report an Issue

Please contact Casavora Home on Whatsapp with:

• Your order number

• Customer name and contact details

• Description of the issue

• Photographs or videos where applicable

• Any relevant measurements or product information

Our customer support team will review the request and advise you of the next steps.

11. Customer Support

We aim to provide full support throughout the order and after-sales process.

If you are unsure whether your situation qualifies for a return, replacement, or refund, please contact us. We will review the circumstances and work with you to find an appropriate solution.

12. UAE Consumer Protection Rights

This policy is intended to explain Casavora Home’s normal return and refund procedures. It does not exclude, restrict, or replace any mandatory consumer rights or remedies provided under applicable laws and regulations of the United Arab Emirates.

Where applicable law provides a consumer with a right or remedy that differs from this policy, the applicable law will prevail.