At CASELUXE, we want you to be satisfied with your purchase. This Refund Policy explains how returns, exchanges, and refunds work for orders placed on caseluxe.shop. By completing a purchase, you agree to these terms.
1. 30-Day Return Window
You may request a return within 30 days of the delivery date (or estimated delivery date if tracking is unavailable), provided the item meets the eligibility requirements below. Requests submitted after 30 days are generally not eligible except where required by law or where we agree otherwise in writing.
2. Eligible Items
To qualify for a return or refund, items must generally be:
- Purchased directly from CASELUXE on caseluxe.shop.
- In unused, resellable condition (no signs of wear, scratches, adhesive residue, or device fitting marks).
- In original packaging where reasonably available, with all accessories included.
- Free from personalization damage (for example custom engravings or made-to-order modifications, if offered).
Hygiene & protective products: opened screen protectors, adhesive products, and certain sealed accessories may be non-returnable once opened for health and safety reasons, unless defective on arrival.
3. Non-Eligible Situations
- Returns requested more than 30 days after delivery.
- Items damaged by misuse, drops, liquids, heat, or improper installation.
- Wrong device model selected by the customer at checkout or product page (please double-check model fit before ordering).
- Change-of-mind returns that show clear use or dirt.
- Orders flagged for fraud, chargebacks in progress, or policy abuse.
4. Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged in transit, or is not what you ordered, contact us within 7 days of delivery at [email protected] with:
- Order number
- Photos or short video of the issue and packaging (if relevant)
- Description of the problem
We will arrange a replacement or refund at our discretion. For carrier damage, we may request additional documentation to file a claim.
5. How to Start a Return
- Email [email protected] with subject line “Return Request – [Order Number]”.
- Include your order number, item name(s), reason for return, and photos if the item is defective or damaged.
- Wait for written approval and return instructions from our support team before shipping anything back.
- Ship the item using a trackable method. Keep proof of postage until your refund is confirmed.
Unauthorized returns without prior approval may be refused or delayed. Return shipping costs are the customer’s responsibility unless the return is due to our error or a verified defect.
6. Refund Processing
- Once we receive and inspect the returned item, we will notify you of approval or rejection of the refund.
- Approved refunds are issued to the original payment method within a reasonable time after inspection (typically 5–10 business days for our processing; banks/card issuers may take additional time to post the credit).
- Shipping fees are non-refundable unless the return is caused by our error or a defective product.
- If an item is returned incomplete, used, or not as described, we may reduce the refund or decline it.
7. Exchanges
We may offer exchanges for size/model/color where stock is available. Contact [email protected] to request an exchange. Price differences may apply if exchanging for a higher-priced item.
8. Order Cancellations
You may request cancellation before the order ships by emailing [email protected] as soon as possible. Once an order is packed or handed to the carrier, it cannot be cancelled and must follow the return process after delivery.
9. Chargebacks
Please contact us first so we can resolve issues quickly. Filing a chargeback without contacting support may delay resolution and may result in order restrictions if abuse is detected. We reserve the right to provide evidence of delivery, communication, and policy terms to payment providers.
10. Contact for Refunds
CASELUXE Support
Email: [email protected]
Please include your order number in every message so we can help faster.