Return & Refund Policy

Return & Refund Policy

At CASE XPRESS, we offer both custom-made phone cases using your uploaded images and pre-designed cases. Our return and refund policy varies depending on the product type.

1. Custom Phone Cases – Final Sale

Customisation Approval

By placing an order, you confirm that you have reviewed and approved your custom phone case design.

Mandatory Checkbox Agreement

Before checkout, you must confirm:

“I confirm that I have reviewed and approved my custom phone case design. No further changes are needed.”

Once this is confirmed and submitted, the purchase is considered final sale.

Changes After Ordering

If you made a mistake in your customisation, contact us immediately after placing your order. We may accommodate minor edits if production hasn’t started. Once your design is approved, printed, or shipped, no changes or cancellations are possible.

2. Pre-Made Designs – Eligible for Return

Phone cases featuring pre-made CASE XPRESS designs (not uploaded or personalised by the customer) are eligible for returns or refunds under the following conditions:

  • You must notify us within 14 days of delivery
  • The item must be unused and returned in original packaging
  • Return shipping is the customer’s responsibility unless the product is defective

Once returned and inspected, we will process your refund to the original payment method.

Note: This does not apply to customised cases.

3. 30-Day Money-Back Guarantee (Defective or Damaged Items Only)

We proudly offer a 30-Day Money-Back Guarantee on items that arrive damaged or contain manufacturing/shipping defects.

Eligibility

  • Applies to both custom and pre-made items
  • Must be reported within 30 days of receiving your order
  • Does not cover customer errors or vending machine purchases

How to Claim

  • Email support@casexpressau.com with a description and clear photos
  • Our team will review your claim and provide a resolution

Resolution Options

If your claim is approved, you may choose:

  • A full refund, or
  • A replacement item shipped at no extra cost

Exclusions

This guarantee does not cover:

  • Design or image errors submitted by the customer
  • Damage caused by mishandling or misuse
  • Vending machine purchases
  • Gift vouchers or Tap Cards

4. CASE XPRESS Tap Cards

Tap Cards are non-refundable and final sale.

  • If the card has credit, it can be used at any CASE XPRESS vending machine without linking.
  • To add more credit or access your dashboard, you must create and link your account: 👉 LINK TAP CARD

    Important: All top-up credit is considered a final sale and cannot be refunded, even if unused.

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. Non-Custom Items (e.g. Screen Protectors, Gift Boxes)

Returns are accepted only if the item is defective or damaged due to a manufacturing or shipping issue.

To qualify:

  • Notify us within 14 days of delivery
  • Return the item within 30 days
  • Item must be unused and in original packaging

This does not cover:

  • Customer misuse
  • Wear and tear
  • Change of mind

6. 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, the customer must cover the cost of re-shipping
  • We cannot issue refunds for orders marked as “Delivered” by the courier

7. Requests Made After 30 Days

We cannot accept refund, return, or replacement requests more than 30 days after the delivery date.

8. Contact Us

For support or questions:
📧 support@casexpressau.com

9. 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.