Refund policy

We are committed to ensuring your satisfaction with every purchase. Please carefully read the updated return and refund policy below.

1. Are Returns Accepted?

Returns are only accepted if you received the wrong model or design.

  • The item must be unused, unworn, with tags, and in its original packaging.

  • Proof of purchase (receipt or order confirmation) must be provided.

  • Items showing signs of wear, damage, or use after delivery are not eligible for return or refund.

  • Returns for any other reason, including change of mind or incorrect order by customer, are not accepted.

2. How to Start a Return

  • Email us at support_agent@caseease.com with your order details and reason for return.

  • Once your return is approved, we will send you a return shipping label and instructions.

  • Return packages must be postmarked within 7 days of approval.

  • Items sent back without prior approval will not be accepted.

3. Damaged or Incorrect Items

  • Inspect your order upon receipt and contact us immediately at support_agent@caseease.com if your item is defective, damaged, or the wrong item was sent.

  • We will evaluate the issue and take appropriate action.

  • Note: Damage caused by misuse or mishandling is not covered.

4. Exchanges

  • Exchanges are handled by returning the incorrect item (if eligible) and placing a new order for the desired item.

  • Customized or limited edition items are final sale and cannot be exchanged or returned.

5. When Will I Get My Refund?

  • Once your return is received and inspected, we will notify you of the refund status.

  • Approved refunds are processed to your original payment method within 10 business days.

  • Bank or credit card processing may take additional time.

  • If you have not received your refund within 15 business days of approval, please contact us at support_agent@caseease.com.

6. Who Covers Return Shipping Costs?

  • We cover shipping costs for returns due to our errors (wrong model/design, defective item).

  • For all other returns (e.g., customer error or change of mind), return shipping costs are the customer’s responsibility.

7. If Tracking Shows “Delivered” but You Didn’t Receive the Package

  • Once a package is marked “Delivered” with proof (photo or confirmation), we cannot refund or replace lost or stolen packages.

  • Please check with neighbors, household members, or your carrier.

  • Filing a theft report with local authorities is recommended if necessary.

8. Incorrect Shipping Address

  • Please ensure your shipping address is correct at checkout.

  • We are not responsible for packages lost due to incorrect or incomplete addresses provided by customers.

  • If a package is returned due to address issues, reshipment is possible but you will bear any additional shipping fees.

9. Customs Delays

  • Customs inspections may cause delivery delays and are beyond our control.

  • Orders delayed by customs are not eligible for cancellations, refunds, or compensation.

10. Cancelling or Changing Your Order

  • You may cancel or modify your order within 2 hours of placing it by contacting us at support_agent@caseease.com.

  • After this 2-hour window, cancellations or changes cannot be guaranteed due to fast order processing and shipping.

11. Refusing or Missing Delivery

  • If you refuse delivery or miss accepting your package, the carrier may hold it temporarily.

  • We will notify you if the package cannot be delivered.

  • You must arrange pickup or redelivery with the carrier.

  • Packages unclaimed may be returned or destroyed; we are not responsible and will not refund destroyed packages.

  • Reshipment may be possible with additional shipping fees.

12. Refund Processing Fees

Refunds are subject to a non-refundable processing fee depending on your order status:

Order Status Processing Fee
Within 2 hours of order placement Free
Order not yet in production $2
Order in production but not shipped $3

 

13. Refunds After Shipping

  • Once an order has shipped, it cannot be cancelled or refunded except when the item is defective or incorrect.

  • Please confirm all order details carefully before purchase.

  • We appreciate your understanding as fulfillment begins promptly after ordering.

14. Need Help?

For any questions about returns or refunds, please contact us at support_agent@caseease.com.
We’re here to help and ensure a smooth process for you.