Return or Exchange of a Product with Satisfactory Quality

We recognize that creating the ideal sleep environment and achieving personal comfort can be challenging. Sometimes, it may not be a perfect match initially, as each individual is unique. If you’ve purchased Askona products and they don’t quite fit in terms of size, design, comfort, or if your circumstances have changed, we welcome your request for a refund or exchange. Our primary concern is your well-being, productivity, and the positive emotions that come from a good night’s sleep.

Eligibility for Return or Exchange of a Product with Satisfactory Quality

To return or exchange a product with satisfactory quality, you must meet the following conditions:

• The request for a refund or exchange must be submitted within 30 days of receiving the order.

• A valid document confirming the purchase of the product must be provided.

• The product must not be custom-made.

• The product must remain unopened and unused.

• The product was not acquired at a discounted or sale price.

Please be aware that during the exchange, the product’s cost will be adjusted based on the current price at the time of processing the replacement request.

Return Process of a Product with Satisfactory Quality

If you wish to return or exchange a product with satisfactory quality, please follow these steps:

1. Call our hotline at +971569927728 and communicate your intention to return or exchange the product. 

2. Provide the order number, full name, and phone number specified when placing the order.

3. Request an exchange or return service for an additional fee if necessary, or return the goods to the company’s warehouse independently. However, please refrain from dispatching the product via courier services until Askona employees confirm the return.

Refund Process of a Product with Satisfactory Quality

Upon the return of the goods and the submission of the necessary details, we will process the refund to the specified current account within 3 days from the date of receiving the details.

Return or Exchange of a Product with Unsatisfactory Quality

At Askona, we take product quality seriously and prioritize rigorous testing in our dedicated quality laboratory before initiating mass production. If you have purchased a product and believe it doesn't align with the specified characteristics, please share the details with us. We are dedicated to resolving any concerns and ensuring your satisfaction with our products.

Return Process for Products with Unsatisfactory Quality

If you have concerns about a product’s quality, please follow these steps:

1. File a claim, provide documents confirming the purchase of the product, and describe the issue in a free-form manner. 

2. Send your claim via any convenient way: call +971569927728, Viber/WhatsApp, website chat, or personal visit to the Askona store.

Decision-Making Process

Upon receiving your claim, our team will undertake a comprehensive review, taking into account the nature of the claim, the product category, and its warranty period. Depending on the complexity of the situation, additional materials related to the claim may be requested. During the decision-making process, we will thoroughly classify the product defect and its underlying cause.

Replacement Process

In the event of a claim concerning discovered defects in a product with a request for replacement, we strive to facilitate an immediate replacement. 

• If an identical replacement item is unavailable, we may extend the replacement period.

• If you find the proposed deadlines unsatisfactory, we may offer alternatives, such as a replacement with a similar product or a refund.

• If a quality check is required, we will extend the timeframe to 30 days from the date of the claim.

• If our inspection reveals no defects or determines that any issues arose due to violations of usage/storage rules, actions of third parties, or force majeure after transferring the product to you, you are obligated to reimburse us for inspection costs and associated transportation expenses.