CASETiFY Return & Exchange Policy
Overview
We're 100% committed to making you happy. If you're not satisfied with your purchase, you can request a return or exchange within 10 days of receiving your order (based on the delivery date shown on the tracking record).
Key points:
Contact us before returning anything — returns without prior communication will not be accepted
Holiday exception: For orders placed in December as Christmas gifts, the return/exchange window extends to 10 days after Christmas Day (December 25). Contact us within that extended window to arrange your return.
How to Request a Return or Exchange
Contact our support team within 10 days of receiving your order. Include your order number and reason for the return.
Receive return instructions — we'll provide detailed steps and, where applicable, a return shipping address.
Ship the item back using a registered, traceable shipping service. Return packages are your responsibility until received by our team. In-person returns will not be accepted. Customers are responsible for all the fees incurred for any returning items.
Receive your refund or exchange — once we receive and verify the returned item, we'll process your refund or ship your exchange item.
For exchanges, please include the URL or name of the new design you'd like, or let us know the device type, case type, or color you'd like to change to.
Refund Details
Refunds are issued to your original payment method.
If you paid by credit/debit card or bank account, there may be additional processing time required by PayPal (our credit card settlement provider) to set up the credit transaction with your bank.
If Cash on Delivery, Thailand Online Banking, or PromptPay is selected as the payment method, only return for exchange or store credits will be allowed.
If Amazon Pay is selected as the payment method, only a one-time refund (full or partial refund) to the original form of payment will be allowed. If a second refund is required later, only refund in store credits will be allowed.
Shipping fees and express shipping fees are non-refundable.
If a discount was applied with a minimum purchase requirement, it may no longer apply after a partial return. The unreturned item will be charged at its original price, and shipping fees may also be applied.
Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than CASETiFY error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required).
Exchange Details
We accept one-time exchanges only.
Any price difference between the original item and the exchange item will be charged. The additional amount paid via payment request is excluded from CASETiFY Club membership contribution.
Klarna orders cannot be exchanged — only a refund can be arranged.
Payment Method Restrictions
Payment Method | Return Options |
Credit/Debit Card | Refund to original payment method |
Cash on Delivery (COD) | Exchange or store credit only — no cash refund |
Thailand Online Banking | Exchange or store credit only — no cash refund |
PromptPay | Exchange or store credit only — no cash refund |
Amazon Pay | One-time refund (full or partial) to original payment. If a second refund is needed, only store credit is available |
Klarna | Refund only — no exchanges allowed |
Birthday Voucher | Exchange only — no refunds allowed |
Retail Store Returns
Return windows vary by store location:
Store Location | Return Window |
Most CASETiFY retail stores | Same-day only (date of purchase on receipt) |
China, Japan, Korea | Within 10 days of purchase |
France — Carrousel du Louvre | Within 10 days of purchase |
France — Le Bon Marché | Within 30 days of purchase |
United Kingdom — Selfridges | Within 14 days of purchase |
Important:
Return or exchange the product in its original packaging with the physical receipt.
Online orders cannot be returned or exchanged at retail stores. Please contact our online support team instead.
Region-Specific Restrictions
Region | Restriction |
Korea | Customized items and device model/product type changes are not allowed for return or exchange |
Australia | Customized items are not allowed for return or exchange |
Thailand | Customized items are not allowed for return or exchange |
Singapore | Device model or product type changes are not allowed for return or exchange. Orders with Singtel vouchers |
HK (Citygate Outlet) | Discounted items are not allowed for return or exchange |
HK (all retail stores) | Powerbank is not allowed for return or exchange |
Products Excluded from Returns & Exchanges
The following product categories are final sale — no returns or exchanges under any circumstances:
Collectibles — Collectible Phone Cases, Watch Cases, Grip Stands, Headphone Cases, Earbuds Cases
Blind Boxes — all blind box products and sets. No change of mind returns for blind boxes, except where required by applicable law (e.g., defects, misdelivery, or mandatory cooling off rights).
Limited Editions & Special Sets — Premium Box Sets, Special Sets, Limited Sets, Collector Edition Special Sets, Lottery Products
Co-Lab Exclusives — Co-Lab Earbuds Pouches, Co-Lab Phone Straps & Charms, Phone Strap Cards, KeyChains, Silicone Cases, Apple Pencil Cases, Push-In Pin Sets
Apparel & Lifestyle — Apparel, Tote Bags, Skateboards, Basketballs, Stickers, Wearable Quilt Blankets
Specialty Cases — Hologram, Stainless Steel, Aluminium, Lenticular, Thermal, Patch, Embroidery, Spinner, Special Edition Pebbled, Hard Shell, Plush Cases
Event & Sale Items — Anime Expo 2024, Friends & Family Sale, Archive Collection, Outlet, Sale Collection items
Upsell Products — The upsell discount is only valid if you keep the original item(s).
Other specified items with remarks that the product is excluded from the return/exchange policy
📋 The full product exclusion list is maintained separately and updated as new collections launch. Contact support if you're unsure whether your product qualifies.
Gift With Purchase (GWP) Rules
GWP items are not refundable and cannot be exchanged for cash or other merchandise. They are non-transferable.
Unopened orders with a GWP may be returned for a refund within the 10-day return period.
If you're returning any item from an order that included a free GWP, the GWP must also be returned.
Returns are not allowed for store pick-up orders purchased at CASETiFY STUDiO or pop-up stores that included a GWP.
Co-Lab items with GWP can only be exchanged for items in the same Co-Lab collection.
If you wish to exchange for a Co-Lab item, we recommend placing a new order on our website now while stock lasts and returning your current order for a refund, as these items are in high demand and may sell out quickly.
TAKASHI MURAKAMI × CASETiFY Collection
The following TAKASHI MURAKAMI × CASETiFY products are excluded from both the return/exchange policy and the product warranty:
Collectible Earbuds Cases (MR.DOB, KAIKAI, KIKI, FLOWERIAN)
MR.DOB Collectible Headphone Case
Phone Charm & Charm Cube Sets, Pearl Phone Charms, Charm Keychains (all MURAKAMI variants)
Trading Card Holders (MR.DOB, KAIKAI, KIKI)
Phone Case Dangler Blind Boxes and sets (MR.DOB, KAIKAI AND KIKI, FLOWERIAN)
KAIKAI AND KIKI Watch Band and Case Set
FLOWERS Phone Case Blind Boxes and sets
FLOWERS Snappy Grip Stand, FLOWERS Magnetic Wireless Charger
MULTI-FLOWERS Phone Case — Rainbow Camera Ring Edition
All MURAKAMI Limited Sets and Collector Edition Sets
FLOWERS RIPPLE CARRY-ON SUITCASE (from FLOWERS BLOOM collection):
Not covered by the return/exchange policy
The Ripple Suitcase Front Plate is not covered by warranty
The suitcase is covered by a limited lifetime warranty — learn more
CASETiFY Travel / Suitcase Returns
We accept returns of CASETiFY Bounce Suitcases within 30 days upon receipt (*subject to tracking record), which is separate from the standard "10-day No Questions Asked Return or Exchange".
For full details on suitcase returns, visit: casetify.com/casetify-travel/service
Order Cancellation
You may cancel an order within 12 hours after placing it online, if it has not yet entered the production process.
How to cancel:
Log in to your account and go to Track Order.
Locate the order you wish to cancel and click the "Cancel This Order" button. This button is only visible for 12 hours after the order is placed.
Choose a reason for cancellation and confirm.
Important notes:
Any unexpired discounts or voucher codes applied to the cancelled order will be revoked automatically.
Online self-cancellation is not available for orders containing Gift Cards, retail store orders, orders paid with Thailand Online Banking or PromptPay, Lottery products, or other specified items.
For orders paid with Klarna, Cash on Delivery, or Amazon Pay, amendments are not allowed — you can cancel the order and repurchase instead.
If your order has already entered production or been shipped, contact our support team for assistance.
Return Shipping
Customers are responsible for all the fees incurred for any returning items.
Return packages remain your responsibility until received by our team — we recommend using a registered, traceable shipping service. In-person returns will not be accepted.
Re/CASETiFY Recycling Program
⚠️ Re/CASETiFY is a recycling program — NOT a return or exchange service. Do not send return items to these addresses. These locations do not process returns, refunds, or exchanges.
♻️ Drop your old phone case at an in-store Re/CASETiFY collection box, or mail it to one of these addresses (please mark "Re/CASETiFY" on the outside of your parcel and pay sufficient postage):
Location | Address |
US | Re/CASETiFY (RHHK009), 18 Distribution Blvd, Edison, NJ 08817, USA · +1 855-437-7467 |
UK | Re/CASETiFY (RHHK050), Unit 3, Tame Road Industrial Estate, Tame Road, Birmingham, B6 7HS, UK · +44 121-819-1952 |
France | Re/CASETiFY (RHHK095), 80 Quai du Parc, Saint-Maur-des-Fossés, Île-de-France, 94100 · +33 1-71-56-34-28 |
Hong Kong | Re/CASETiFY (RHHK009), Flat C02, 10/F, Yam Hop Hing, 40-44 Kwai Wing Road, Kwai Chung, New Territories · +852 6543-7627 |
Discontinued or Out-of-Stock Products
If your product is discontinued or out of stock, it may be replaced with a similar option. CASETiFY reserves the right to make the final decision.
💡 For questions about defective items or warranty claims, see our Warranty Policy article.