Return and Refund Policy

Last Updated: September 2, 2026

At Caseease, we want you to feel confident about every purchase. Please review this Return and Refund Policy before placing your order.

1. Return Eligibility

We accept return requests when:

• You received an incorrect phone model, case design, color, or product.

• The item arrived defective or damaged.

• A return is required under applicable consumer protection law.

Returned items must be unused and in their original condition, with all tags, accessories, protective films, and packaging included. Proof of purchase, such as an order confirmation or receipt, is required.

Unless required by applicable law, we do not accept returns resulting from a change of mind, ordering the wrong phone model or design, personal preference, or inaccurate information provided by the customer.

Items showing signs of use, installation damage, scratches, alteration, accidental damage, misuse, or improper handling after delivery are not eligible for return or refund.

2. Starting a Return

To request a return, contact support_agent@caseease.com and include:

• Your order number

• The email address used to place the order

• Your phone model and the case model received

• A description of the issue

• Clear photographs or video showing the item, packaging, and model label

If your request is approved, we will provide return instructions and, when applicable, a return shipping label.

Approved returns must be postmarked within seven days of receiving return authorization. Items returned without prior authorization may not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged, defective, or different from what you ordered, contact us within seven days of delivery.

We will review the information provided and determine the appropriate resolution, which may include a replacement, refund, or other remedy.

Damage caused by incorrect installation, misuse, improper storage, accidents, unauthorized modification, or normal wear and tear is not considered a manufacturing defect.

4. Exchanges

We do not process direct exchanges.

If you received an incorrect item and your return is approved, you may return it according to our instructions and place a new order for the desired phone model or design.

Customized, personalized, clearance, or limited-edition items are final sale unless they arrive damaged, defective, or incorrect, or unless applicable law provides otherwise.

5. Refund Processing

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the funds.

If more than 15 business days have passed since your refund was approved, contact support_agent@caseease.com.

Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.

6. Return Shipping Costs

Caseease will cover reasonable return shipping costs when:

• We sent the wrong phone model, design, color, or product.

• The item arrived damaged or defective.

If we approve a discretionary return for another reason, the customer is responsible for return shipping costs. Original and return shipping charges are non-refundable in these cases.

7. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, check with household members, neighbors, building staff, and the shipping carrier before contacting us.

When the carrier provides valid delivery confirmation or photographic proof, Caseease is generally unable to issue a refund or replacement for a package lost or stolen after delivery.

Any available remedy remains subject to the carrier’s investigation and applicable law.

8. Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Caseease is not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer.

If an order is returned because of an address issue, reshipment may be available after payment of any additional shipping charges.

9. Customs and Import Delays

International orders may be delayed by customs inspections or local import procedures. These delays are outside Caseease’s control.

Customs delays alone do not qualify an order for cancellation, compensation, or refund unless required by applicable law.

Customers are responsible for customs duties, import taxes, and handling fees unless otherwise stated at checkout.

10. Order Cancellations and Changes

To request a cancellation or order change, contact support_agent@caseease.com within two hours of placing your order.

After this period, we cannot guarantee that an order can be cancelled or modified because processing or production may have started.

11. Refused or Missed Deliveries

If delivery is refused or repeatedly missed, the carrier may hold, return, or dispose of the package according to its policies.

Customers are responsible for arranging pickup or redelivery.

Returned orders may be reshipped after payment of additional shipping charges. Packages destroyed or abandoned by the carrier are generally not eligible for refund.

12. Cancellation Processing Fees

Customer-requested cancellations may be subject to these non-refundable processing fees:

Order status	Processing fee
Cancelled within two hours of purchase	Free
Processing started but production has not begun	$2
Production started but the order has not shipped	$3

These fees do not apply to refunds caused by an incorrect, damaged, or defective item, or where prohibited by applicable law.

13. Refunds After Shipment

Once an order has shipped, it generally cannot be cancelled or refunded unless:

• The item arrives damaged or defective.

• You receive an incorrect item.

• A refund is required under applicable law.

Please confirm your phone model, case design, color, quantity, and shipping address before completing checkout.

14. Legal Rights and Contact

Nothing in this policy limits mandatory rights or remedies available under applicable consumer protection law.

For questions about returns, cancellations, or refunds, contact:

Email: support_agent@caseease.com

Please include your order number so we can assist you efficiently.