Return & Refund Policy
Return & Refund Policy
CASE XPRESS offers personalised phone cases created using your uploaded images, along with a range of styled phone cases and accessories. Return and refund eligibility varies depending on the product purchased.
1. Custom Phone Cases – Final Sale
Customisation Approval
Due to their personalised nature, all custom phone case orders are considered final sale and are not eligible for return, exchange or refund for change of mind or customisation errors.
By placing an order, you confirm that you have reviewed and approved all details of your customisation. It is your responsibility to ensure all information is correct before completing your purchase.
Changes or Cancellations
Please contact us immediately if you notice an error after placing your order. We may be able to accommodate minor changes or cancellations if production has not yet begun.
Once an order has entered production, been printed or been dispatched, no changes, cancellations or refunds can be provided.
2. Styled Phone Cases & Accessories – Returns
Eligibility
Items must be returned within 14 days of delivery, unused and in their original packaging. Items marked as "Final Sale" or "Clearance" are not eligible for return or exchange.
- A prepaid return label will be provided.
- A return shipping fee will be deducted from your refund.
- The original packing slip must be included in the return package.
- Please allow up to five business days after the return arrives for your refund to be processed.
This policy does not apply to personalised phone cases.
3. Defective or Damaged Items
Products are covered if they arrive damaged, defective or affected by a manufacturing or shipping issue.
Claims must:
- Be reported within 30 days of the delivery date.
- Include a description of the issue.
- Include clear photos showing the damage or defect.
Email support@casexpressau.com before returning any item.
If your claim is approved, you may receive:
- A replacement of the affected item at no additional cost, or
- A full refund for the affected item.
Refunds will be issued to the original payment method. Bank processing times may vary.
This does not cover:
- Design or image errors submitted by the customer
- Damage caused by misuse, mishandling or normal wear and tear.
- Tap Card purchases or top-ups
4. CASE XPRESS Tap Cards
Tap Cards are non-refundable and considered final sale.
Any top-ups added to Tap Cards or purchased as discount codes are non-refundable and treated as final sale.
All top-up credit are final sale and cannot be refunded, including any unused balance.
Lost, Stolen, or Damaged Cards
If your Tap Card is lost, compromised, stolen, or damaged, contact us immediately at support@casexpressau.com.
CASE XPRESS is not responsible for unauthorised use prior to the report.
- A new card must be purchased
- Remaining balance will be transferred after ownership verification
5. Incorrect or Incomplete Shipping Address
Customers are responsible for providing an accurate and complete address at checkout.
- CASE XPRESS is not liable for delays, losses, or returns caused by incorrect addresses
- If the parcel is returned to us, a re-shipping fee applies and must be paid before the parcel is sent again
- Refunds are not available where an incorrect or incomplete shipping address was provided at checkout once the order has been dispatched.
- We cannot issue refunds for orders marked as “Delivered” by the courier
6. Requests Made After 30 Days
We cannot accept refund, return, or replacement requests more than 30 days after the delivery date.
7. Contact Us
For support or questions:
📧 support@casexpressau.com
8. Policy Updates
CASE XPRESS reserves the right to update this policy at any time. Customers are responsible for reviewing the most current version before placing an order. By ordering from CASE XPRESS, you agree to the terms outlined in this policy.
