Refund and Returns Policy
We are a customer-first company, and we strive to provide the best quality products with a seamless experience for you. Still, sometimes things happen, so if there's anything wrong with the item you have received, we will do our best to fix it and be satisfied.
Customised, Personalised and Pet Products
Due to the highly customised nature of our customised, personalised and pet products, we do not offer returns or refunds. Each artwork is designed specifically for you and/or your pet.
If you have received the wrong product, an incorrect print size, or your item was damaged it transit, please notify us within 7 days of receiving your order, send us a photo of the problem with the item and we will replace your item free of charge.
If you have placed an order and changed your mind, a refund may be granted at our discretion if preparation of the artwork has not been commenced.
If you are not satisfied with the product you have received, please get in touch with us within 24 hours of receiving your order and we will do our best to assist.
Please be aware that when we create your custom design or artwork, we use the image(s) that has been uploaded with your order. In the event that your image is not suitable, our team will request that you provide an alternative image. Please note that we cannot create any characteristics that are not visible in your image. If you do not follow our image guidelines or if the image you provide is poor quality, we cannot guarantee an optimal result.
Pre-made design (non cutom, personalised or pet) products
If you want to return the item you have purchased, please contact us within 7 days of receiving the order at custom.case.lab@gmail.com. If you have discovered our fault, please take pictures of the defected, or wrong case sent to you and attach them to the initial email with an explanation.
We do not issue refunds if you do not provide a reason for returning the item or send it back without contacting us first.
The returned product must not be used and should be sent to us in its original packaging.
Refunds for returned items will be issued to the original payment method you used when placing your order.
Please consider that all the shipping expenses for returning the item remain the responsibility of the customer.
The returned product must not be used and should be sent to us in its original packaging.
Please write “RETURNED ITEM” on the packaging so that certain misunderstandings could be avoided.
If you still have additional questions about returning the item, feel free to contact us at custom.case.lab@gmail.com.