Skip to main content

Product Warranty

Details on CASETiFY's 6-month product warranty (12 months for Gold Tier members), what's covered, how to make a claim, and the difference between warranty replacements and the 10-day satisfaction guarantee.

CASETiFY Product Warranty

Overview

We stand behind the quality of every CASETiFY product. Our warranty covers manufacturing defects discovered after the initial 10-day return window.

Tier

Warranty Period

Coverage

Basic/ Bronze/ Silver Tier Member

6 months from purchase

One-time replacement of the same product

Gold Tier Member

12 months from purchase

One-time replacement of the same product

What's Covered

Our warranty covers manufacturing defects found in CASETiFY-branded products purchased from our official website. If you discover a fault with your item within the warranty period, please take pictures/videos of the defect and contact us right away. Our warranty offers one-time replacement of the same product within the said timeframe for any defects* (excluding printing peel off, deterioration or any defects resulting from normal aging, scratches due to natural wear-and-tear, abuse or improper use of the product). We will work with you to guarantee your satisfaction.

What's NOT Covered

The warranty does not apply to:

  • Normal wear and tear — deterioration, scratches, or similar defects from regular use and aging

  • Printing peel-off — print deterioration over time

  • Accidental damage — drops, impacts, water damage, or other accidents

  • Abuse or improper use — damage from misuse of the product

  • Unauthorized modifications — any alterations not performed by CASETiFY

  • Lost or stolen items — exception: loose upper AirPods case may still be eligible for a warranty claim

Gold Tier Extended Warranty

CASETiFY Club Gold Tier members enjoy an extended 12-month warranty with a free, one-time replacement.

Important: You must be a Gold Tier member at the time of purchase. Orders placed before you achieved Gold status are not eligible for the 12-month extended warranty — the standard 6-month warranty applies to those orders.

How to Make a Warranty Claim

  1. Take photos/ videos of the defect — clear, well-lit images showing the issue.

  2. Contact us with your order number or receipt and the photos/ videos of the defect.

  3. We'll review your claim and verify the quality issue.

  4. Receive your replacement — once approved, we'll arrange a one-time replacement of the same product.

Limitations of Warranty

To the extent permitted by the applicable laws and regulations, CASETiFY product warranty policy are subject to the following conditions:

  • No refunds during the warranty period. After the 10-day no-question-asked return window, only replacement is available — not a refund.

  • Shipping fees and express shipping fees are non-refundable.

  • Gift With Purchase (GWP) items are excluded from the warranty.

  • Discontinued or out-of-stock products may be replaced with a similar option. CASETiFY reserves the right to make the final decision.

  • Staff discount purchases and purchases made with staff CASETiFY dollars are excluded from warranty coverage.

  • Citygate Outlet purchases — any discounted products purchased at Citygate CASETiFY OUTLET are excluded from warranty.

  • Only CASETiFY-branded products are covered. No devices (phones, tablets, etc.) are covered under our warranty.

Products Excluded from Warranty

The following product categories are not covered by the CASETiFY warranty:

  • Screen Protection — Screen Protectors, Camera Lens Protectors, Camera Lens Gems

  • Collectibles — Collectible Phone Cases, Watch Cases, Grip Stands, Headphone Cases, Earbuds Cases

  • Blind Boxes — all blind box products and sets

  • Limited Editions & Special Sets — Premium Box Sets, Special Sets, Exclusive Gift Box Sets, Limited Sets, Collector Edition Special Sets

  • 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, Push-In Cases

  • 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

  • Figures & Collectible Items — BE@RBRICK figures, PP X MONSTER Lucky Kitten Daruma Figure, and other specified figures

  • Event & Sale Items — Friends & Family Sale items

  • Upsell Products

  • Other specified items with remarks that the product is excluded from the warranty program

📋 The full product exclusion list is maintained separately and updated as new collections launch. Contact support if you're unsure whether your product qualifies.

TAKASHI MURAKAMI × CASETiFY Collection Warranty Exclusions

The following TAKASHI MURAKAMI × CASETiFY products are excluded from 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 TAKASHI MURAKAMI x CASETiFY: FLOWERS BLOOM collection):

  • The Ripple Suitcase Front Plate is not covered by warranty

  • The suitcase body is covered by a limited lifetime warranty — learn more

Murakami printing peeling exception: If a TAKASHI MURAKAMI × CASETiFY product experiences printing peeling within 1 month of purchase, the standard "printing peel-off" exclusion does not apply. Contact us for a warranty review.

Retail vs. Online Warranty

  • Online purchases can only be processed through online customer service. CASETiFY retail stores are unable to process warranty claims for orders purchased on the website or from overseas.

  • Retail store purchases — please contact the store where you made your purchase

Please contact us and provide relevant photos or videos as proof, and we will follow up with you.

Defective Items Within 10 Days

If you discover a defect within 10 days of receiving your order, this falls under our 100% Customer Satisfaction Guarantee

  1. Take photos of the defect.

  2. Contact us right away with your order details.

  3. We'll arrange a replacement of the same product after verifying the quality issue.

If the product is discontinued or out of stock, it may be replaced with a similar option.

CASETiFY Travel / Suitcase Warranty

CASETiFY Travel suitcases are covered by a limited lifetime warranty, which is separate from the standard 6-month product warranty.

Any of the following defects that causes the item no longer usable/functionable:

  • Cracks or breaks in the shell that is no longer useable

  • Wheels that break off and are no longer useable

  • Handles or telescopic handles that break off and are no longer useable

  • Zipper that can no longer be opened or closed and is no longer useable

  • Bounce corner that break off and is no longer functionable

  • Cracks or breaks in CASETiFY frame that is no longer functionable

  • Cracks or breaks in front faceplate that is no longer functionable

For full details on suitcase warranty coverage, claims, and service, visit: casetify.com/casetify-travel/service

For details, please see our Warranty Policy https://www.casetify.com/faq/casetify-bounce-suitcase-return-policy

💡 If you're within the 10-day return window and want a refund instead of a replacement, see our Return & Exchange Policy article.

Related Articles
Return & Exchange Policy
Did this answer your question?