Refund policy

Cancellation

Customers may cancel orders within 30 days after placing the order. We usually process orders within 1–3 working days after the order is placed. If the customer submits a cancellation request before the order is shipped and within the allowed cancellation period, the order can be cancelled.If the order is cancelled, you will get full refund. We cannot cancel the order if the product is already shipped out. 

Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 14 days after delivery of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

Return Address: Pirnaer Str. 20, 90411 Nürnberg, GERMANY

For mattresses: We offer a 100-night sleep trial for mattresses. It usually takes 2–4 weeks for your body to adapt to a new mattress. If you are still not satisfied after the adaptation period, you may contact our customer service within 100 nights of purchase.

Our mattresses are delivered compressed, rolled, and vacuum-sealed. Please allow 24–72 hours for the mattress to fully expand and recover its normal shape after unpacking. Minor imperfections during expansion are normal and not considered defects. All mattress dimensions are measured manually with a tolerance of ±1–3 cm, which is normal and not a manufacturing defect. A slight new material odor upon unpacking is normal and harmless. It will dissipate within a few days in a well-ventilated room.

Notes

Custom-order or personalized items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.

Warranty

This product comes with a 30-day limited replacement warranty against manufacturing defects. The warranty is valid only for the original purchaser and does not apply to the following situations:

The buyer fails to provide valid proof of purchase (order number, invoice, payment receipt, etc.) when filing a warranty claim.

The product is not used for its intended purpose or in accordance with the manufacturer’s recommendations, or is damaged by the buyer, third parties, or environmental factors.

Physical abuse or damage to the structure and/or cover material, including but not limited to burns, cuts, tears, liquid damage, or stains.

Normal changes in softness or resilience.

Improper maintenance, alteration, or repair by unauthorized sales representatives.

Comfort preference.

The product is returned with improper or no packaging, resulting in damage or soiling during transit.

For more information, please get in touch with our customer service.

Refunds (if applicable)

Refunds will be issued to the original payment method. Once approved, refunds will generally be credited within 3–7 working days.

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at info@my-chicasa.com.

Please contact our Customer service at info@my-chicasa.com to get the return address.