Refund and Returns Policy

Last updated: August 31, 2025

We want you to love your case. If something isn’t right, here’s how we can help.

1) Return Window

• 14-day returns for non-custom items: You may return within 14 days of delivery.

•Items must be unused, in the original packaging, and include all inserts/accessories.

2) Custom (Personalized) Items

•Because custom cases are made to order, custom/personalized items are non-refundable except for quality issues (e.g., print defects, wrong model received, damage in transit).

•If there’s a quality issue, we’ll replace the item or refund you—see §4 below for what to do.

3) What Can’t Be Returned

•Custom/personalized items without a confirmed defect

•Items showing signs of use, wear, or installation damage

•Final sale or clearance items (when noted on the product page)

•Gift cards and downloadable content

4) Damaged, Defective, or Wrong Item

•Please email photos/videos of the issue and your order number within 7 days of delivery to support@casenario.com.

•We’ll quickly review and offer a free replacement or full refund (including original shipping, if our error).

•Keep the packaging until we confirm next steps; the carrier may request inspection.

5) Return Shipping Costs

•For change-of-mind returns (non-custom items): customer pays return postage.

•For approved defects/wrong items: we cover reasonable return or replacement shipping.

•Original shipping fees are non-refundable, unless the return is due to our error.

If a return lowers your original order below the $39.90 free-shipping threshold, we may deduct the original $5 shipping from the refund.

6) How to Start a Return (RMA)

1.Email support@casenario.com with your order #, item(s), and reason.

2.We’ll reply with approval and the return instructions/RMA.

3.Pack items securely (original packaging where possible).

4.Use a trackable shipping service and share the tracking number.

Returns sent without approval/RMA may experience delays in processing.

7) Refunds

•Refunds are issued to the original payment method once we receive and inspect the return (typically 3–5 business days after delivery to us).

•Your bank or card issuer may take an additional 3–10 business days to post the credit.

•If you prefer, we can issue store credit instead.

8) Exchanges

•Fastest method: place a new order for the item you want and return the original per this policy.

•For defective/wrong items, we can directly replace after verification.

9) Order Changes & Cancellations

• You may change or cancel an order before production starts.

•Once a custom item enters production, cancellation isn’t possible. Contact us ASAP at +1 213-301-9094 or support@casenario.com.

10) International Returns

•International customers are responsible for return postage and any customs forms.

•Duties/taxes paid to your local authority are non-refundable by us; you may inquire locally about recovery.

11) Color & Preview Disclaimer

•Minor color variation may occur due to screen differences and print processes. Please keep key elements inside the safe area of the preview to avoid cropping at the edges.

12) Your Statutory Rights

•This policy doesn’t affect any rights you have under applicable consumer laws.

•Note: In many jurisdictions (e.g., EU), the standard right of withdrawal does not apply to customized goods.

13) Contact

•Email: support@casenario.com

•Phone/WhatsApp: +1 213-301-9094

We’re here to help—reach out and we’ll make it right.