Refund, Return & Delivery Policy

Last Updated: March 6, 2026

This Refund, Return & Delivery Policy outlines the terms governing order cancellations, product returns, delivery procedures, and damage reporting for purchases made through Castaway Bed.

By purchasing from Castaway Bed, you agree to the terms outlined in this policy.

Order Cancellations

Customers may cancel an order within 24 hours of placing the order for a full refund.

After 24 hours, orders enter production and materials are allocated. As a result:

• Orders cannot be cancelled after the 24-hour cancellation window

• Orders placed for made-to-order or custom products cannot be cancelled after 24 hours

• Castaway Bed reserves the right to begin production once the cancellation window expires

Delivery Methods

Castaway Bed products may be delivered using one of the following methods depending on the order and delivery location:

• White-Glove Delivery & Installation
• Freight or Parcel Delivery

The delivery method will be communicated at the time of purchase.

White-Glove Delivery & Installation

White-glove delivery includes delivery, placement, and installation of the product by a delivery team.

Because the product is installed and inspected during delivery, orders completed through white-glove delivery are final sale.

Customers should inspect the product during installation and notify the delivery team if any issues are observed.

If a product issue is identified, Castaway Bed will work quickly to resolve the issue in accordance with our warranty policy.

Freight or Parcel Delivery

If a product is delivered through freight or parcel shipment, customers must inspect the shipment upon arrival.

Returns for freight shipments may be accepted only under the following conditions:

• The product must be unused and unopened
• The product must remain in original packaging
• The product must not be assembled, installed, or modified
• Return requests must be submitted within 7 days of delivery

If a return is approved:

• Customers are responsible for all return shipping costs
• A 20% restocking fee may apply
• Returned items will be inspected upon arrival before a refund is issued

Products that show signs of installation, damage, or modification may not be eligible for a refund.

Room Fit & Access Responsibility

Customers are responsible for ensuring that the purchased product can fit through all necessary access points within the delivery location.

This includes verifying clearance for:

• Doorways
• Staircases
• Elevators
• Hallways
• Interior spaces where the product will be installed

Product dimensions are provided on our website to assist with planning.

If delivery cannot be completed due to space limitations or access restrictions:

• The order will not be eligible for a refund
• Customers may be responsible for additional delivery or return shipping costs

If you are unsure whether the product will fit in your space, please contact us before placing your order. Our team is happy to help review dimensions, discuss your layout, and answer any questions to ensure a successful delivery.

Delivery Scheduling & Rescheduling

Delivery appointments are scheduled in advance and coordinated with the customer.

If you need to reschedule a delivery, we ask that you notify us at least 72 hours before your scheduled delivery date.

• Requests made more than 72 hours before delivery can typically be accommodated
• Requests made within 72 hours of delivery may not be guaranteed
• Castaway Bed will do its best to accommodate late requests depending on existing delivery schedules

Customers should contact us as soon as possible if scheduling conflicts arise.

Failed Delivery, Refusal & Storage

Customers must ensure someone is present to receive the delivery during the scheduled delivery window.

If delivery cannot be completed because no one is available, the location cannot be accessed, or delivery is refused:

• The order will not be eligible for cancellation or refund
• A new delivery appointment may need to be scheduled
• Additional delivery charges may apply
• Storage fees may apply if the product must be held by the carrier or delivery provider

Customers who refuse delivery for reasons unrelated to product damage may be responsible for all associated shipping and handling costs.

Product Inspection & Damage Reporting

Customers should inspect the product as soon as possible after delivery.

Damage reporting timeframes:

• Visible damage must be reported within 24 hours of delivery
• Hidden damage must be reported within 72 hours of delivery

Customers should provide photos and a description of the issue when submitting a damage report.

Damage claims submitted outside these timeframes may not be eligible for resolution.

Warranty Coverage

Castaway Bed products are backed by a warranty covering defects in materials or workmanship.

If an issue occurs, our priority is to resolve the issue as quickly and efficiently as possible.

Whenever possible, we will resolve product issues by replacing or repairing the affected component rather than requiring the return of the entire product.

Depending on the situation, Castaway Bed may:

• Replace defective parts
• Repair components
• Provide replacement hardware or mechanical components

Customers should refer to the Warranty Policy page for full details regarding warranty coverage and procedures.

Financing Refunds

If a purchase was made using a financing provider such as Klarna or another payment service:

• Approved refunds will be issued to the original payment provider
• Financing providers may have their own policies regarding repayment adjustments

Customers should contact their financing provider directly with questions about their financing agreement.

Fraud Prevention

Castaway Bed reserves the right to cancel or refuse orders suspected of fraudulent activity, unauthorized payment use, or other suspicious behavior.

Additional verification may be required before certain orders are processed.

Custom or Bulk Orders

Orders involving custom configurations, hospitality installations, bulk purchases, or made-to-order production are final sale.

These orders cannot be cancelled, returned, or refunded once production has begun.