by Casper was one of the first brands to introduce the bed-in-box mattress. The company was established back in 2013, and it is highly regarded for using innovative technology for the construction of its mattresses (check the top rated mattresses).
However, some customers tend to shy away from online mattress buying because they cannot test it before buying. So, the chances of returning a mattress are high. And these return procedures are pretty long and hectic.
But Casper does offer a trial period which allows you to send your mattress back to Casper if you are not satisfied, and that too at no additional costs.
If you want to return your Casper mattress, here’s a rundown of the company’s return policy and what you can expect.
Key Takeaways:
This article provides a step-by-step guide on how to return a Casper mattress within the 100-night trial period. The key points are:
- Contact Casper’s customer service to initiate the return process.
- Casper will arrange for mattress pickup and refund the purchase price.
- The mattress must be in donatable condition to receive a refund.
- The 100-night trial period starts from the delivery date.
- Exchanges only after the trial period ends.
How Do I Initiate A Return/Exchange Process?
When buying a bed-in-a-box, the first thing that comes to mind is, “how’ll returns work?”. This comes to your mind because it’s a bed-in-a-box mattress, and getting it into the box will be a pretty impossible task for you at home.
But you don’t have to worry about that because Casper will take care of it. If you’re looking to initiate a return process, here’s how you do that.
Get in touch with Casper’s customer service
For initiating your return, you can contact customer service through their phone number or via email. You can visit their website and use live chat to reach out to one of their online representatives.
Once your return is processed, the company will fully refund you, along with the shipping charges only covering Hawaii and Alaska customers. Casper works with you to arrange the pickup service through a local recycling partner or a charity.
Refunds will be processed and credited to your account within a couple of weeks. If you want to reschedule the pickup, you can again do that by getting in touch with their customer service.
During the trial, you send the mattress back to Casper free of cost and get a full refund. And this is the case even with the items that you have assembled. You don’t need original packaging, but the returns must be in good condition.
Variation in trial period and return policy
If you bought your Casper mattress during the holidays or some other promotional or sale event, then trials will vary, and so will the return policy. It is important to provide them with your order number and other info when you get in touch to initiate the return.
Your body has to adjust to the new sleep surface, so Casper offers a 100-night free trial. It means you have this much time to adapt to the new sleep surface fully.
And refunds are only issued according to the original payment methods used. If you applied a coupon code when purchasing, then the dollar value of the offer code won’t be reimbursed against the refund. Moreover, Casper won’t refund shipping fees and costs.
How should I return after the free trial?
Well, that is the whole purpose of a free trial: you have plenty of time to test your new Casper mattress. You must keep track of your trial period and ensure you don’t go past it.
It is because Casper doesn’t allow returns after the free trial period of 100 days. If you have noticed a defect in your new mattress, you can exchange it with the help of a 10-year limited warranty offered by Casper, but not a free return based on the trial period.
How Does Casper’s Return Policy Work?
Casper’s return policy is pretty client-centric and straightforward. You buy a mattress from Casper, and your free trial starts on the same day. If unsatisfied with the mattress, you can initiate the return process and get your refund within that trial period.
This trial period lasts up to 100 nights. However, you can send back your new mattress within the first 30 days as well. But you don’t need to keep in mind that Casper has a 30-night-adjustment policy as well.
And according to this policy, your body needs at least 30 days to adjust according to the new sleep surface. So, if you’re not 100 percent sure about your new mattress, you can initiate the return procedure.
Nevertheless, the mattress you are reuniting with should be in a donatable condition, and the free-night trial is not over. As Casper will send the mattress to a charity, it has to be in good condition. Otherwise, you won’t get your refund.
How Does Casper’s Return Policy for Smaller Products Work?
Casper has different return policies for smaller items and mattresses. You can’t just follow the same return process mentioned above to initiate returns of smaller items. If you are looking to return smaller items such as dog beds, pillows, sheets, etc., here’s what you’ll have to do,
You must visit Casper’s website and navigate its Return Center page. Here, you will find a prepaid shipping label which you will need to print. Pack your items within a box, attach that printed return label to this box, and drop it off at your nearest UPS.
Now, if you don’t have the original packaging, there is no need to worry about it. Just pick up any stride box and pack your items into it. Then, attach the label and ship it. The company will assess the things upon receiving them and see whether they are in donatable condition.
If the items pass their test, you will get your refund within two weeks. This refund process will start immediately as soon as the product arrives at Casper’s facility from UPS, where you have dropped it off for the return.
We have already discussed any mattress return processes within the free trial period. You will have to contact Casper’s customer support through phone or email. And they will arrange the pickup for you. The mattress has to be in a donatable condition; if it is, you will get your refund in a couple of weeks.
Returning a Casper Mattress Using DoNotPay?
DoNotPay is essentially the assistant service you can use to return your uncomfortable mattress or any other product from Casper. And the best part is that they will take care of the entire return process. But you will need to sign up for their service, and these are the steps that you need to follow after you sign-up:
- Begin by selecting the “Item Return Request” option in your user portal.
- After that, you must complete a questionnaire about the product you are returning.
- You will need to include images of the product if you think that’s necessary.
- And in the end, you will have to submit your request, and that’s it.
DoNotPay will take care of the rest, generate your letter containing the return request, and send the same to Casper.
If you are looking to speed up this return process, DoNotPay will issue your merchant a deadline for the return process. As soon as Casper reviews the return, you will get a refund. The benefit is that you will have proof of your return in writing of your entire correspondence with Casper if an issue occurs.
Conclusion:
Casper has a pretty simple and easy return policy. It makes you entirely comfortable with your new mattress. And if you don’t feel it happening, you can contact their customer service via phone or email, and they will take care of the rest. Make sure you don’t cross the free trial period; otherwise, there will only be an exchange and no refunds.
Casper mattress return FAQs
Is it easy to return a Casper mattress?
Yes, it's pretty easy to return your Casper mattress if you want to contact them directly. You can use DoNotPay to speed up your return process. But you need to ensure that you are saying your return process is within the free trial period of 100 days.
What happens when you return a Casper?
If you want to return your mattress outside the free trial period, then Casper won’t issue a refund, and you will have to go for an exchange. But if the return is within the trial period, Casper will assess the returned product and see if it is in a donatable condition or not. After that, they will issue your refund if it is donatable.
Does Casper have a good return policy?
Casper has a pretty good return policy, and it's pretty simple. You have a 100-night free trial to send your mattress back to them, or no refunds will be issued. Only exchanges will occur. They have a 30-day adjustment policy and give you a chance to adjust to your new sleep surface fully.
Can I return the mattress if I don't like it?
Yes, you can return a mattress if you don’t like it. However, you will have to initiate the return process by calling Casper’s customer support via phone or email.