Return & Refund Policy

Return & Refund Policy

At CASE XPRESS, we offer both custom-made phone cases using your uploaded images and pre-designed phone 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 confirmed and submitted, the purchase is considered final sale.

Changes After Ordering

If you made a mistake in your customisation, please contact us immediately after placing your order. We may be able to accommodate minor edits if production has not yet started. Once your design is approved, printed, or shipped, no changes, cancellations, or refunds are possible.

2. Pre-Made Designs Phone Cases – Eligible for Return

Phone cases featuring pre-made designs 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 offer a 30-Day Money-Back Guarantee for items that arrive damaged or have manufacturing or shipping defects.

Eligibility

  • Applies to both custom and pre-made items
  • Must be reported within 30 days of the date the order was placed.
  • Does not apply to customer errors or vending machine purchases

How to Claim

Email support@casexpressau.com with a

  • A description of the issue
  • Clear photos showing the defect or damage

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
    • 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. Non phone case related (e.g. Screen Protectors, Gift Boxes)

    Returns for non-phone case items 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 of the purchase date if requested.
    • 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 purchase 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.