Returns & Exchange
Products such as, but not limited to the below list, are considered FINAL SALE and are not eligible for return or exchange due to change of mind:
- Furniture (mattress, bed frame and similar)
- Beddings, pillows, duvets
This is a hygiene rule rather than a preference, and it is standard across the industry.
We have a 30 day return policy for a defective item, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at sleep@kita.co. If your return is accepted, we will either arrange transport for you or send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The cost of return shipping may be your responsibility.
You can always contact us with any return question at sleep@kita.co.
Damages and issues
Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions and non-returnable items
Certain items cannot be returned, such as custom-made products, including special orders and personalised items. Please get in touch if you have questions about your specific item.
We cannot accept returns on sale items or gift cards.
Guarantee and warranty
Cover is separate from this returns policy. It applies to sag beyond the stated threshold rather than change of mind. KITA mattresses carry a ten year guarantee, which is a 1 to 1 free exchange at no cost. Fibrelux mattresses carry a twelve year manufacturer warranty, which works differently. The term for each mattress is shown on its product page, and the difference is explained at why a guarantee is not a warranty.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded to your original payment method. It can take some time for your bank or card company to process and post the refund.