CASETiFY Product Warranty ( For orders placed before 8 September 2026 00:00 HKT (UTC+8) ; 7 September 2026 16:00 UTC)
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 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
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
Take photos/ videos of the defect — clear, well-lit images showing the issue.
Contact us with your order number or receipt and the photos/ videos of the defect.
We'll review your claim and verify the quality issue.
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
CASETiFY Product Warranty ( For orders placed after 8 September 2026 00:00 HKT (UTC+8) ; 7 September 2026 16:00 UTC)
What's Covered?
Under normal, everyday use, your warranty covers products for:
Manufacturing and structural defects - detachment, cracking or splitting, broken buttons, broken, detached or non-functional hinges or clips, MagSafe / magnet failure, or a case that does not fit the device model for which it was designed.
Print damage on printed cases - the design peeling, flaking, fading, or scratching off.
Protective coating failure - the coating wearing or deteriorating and becoming sticky, bubbling or lifting.
Yellowing or discolouration on clear and transparent cases.
Limited-edition and collab designs count too - if it's a covered Phone Case, the same rules apply.
*Not sure whether your product is covered? Every product page tells you which terms apply - some products fall under our case warranty, some under our tech accessory (TA) warranty, and some are marked as excluded from returns, exchange and warranty. The product page is the final word on what's covered. A product is covered only if its product page says that this warranty applies and links to the Warranty Policy. If the product page says that no warranty applies, or does not include a warranty indication, no warranty applies.
What's Not Covered?
The warranty is here for genuine defects and normal wear - not for accidents or everyday mishaps. It doesn't cover:
Drops, impacts, crushing or other accidental damage.
Misuse or abuse, or use outside what the product is designed for.
Scratches and scuffs to the case surface - from keys, tools, abrasive surfaces or general wear - including on cases with no printed design, where the print isn't affected. (If a scratch actually lifts the printed design, that's covered above.)
Liquid or water damage beyond the product's rating.
Normal ageing, normal wear and tear, UV degradation, or deterioration caused by sunlight, extreme temperatures, solvents, acids, water, or other liquids.
Lost or stolen products.
Screen protectors, camera lens protectors and lens gems (these have their own separate scheme).
Items bought from unauthorised sellers or marketplaces (e.g. Amazon, eBay) that aren't CASETiFY or an authorised retailer.
Non-case collectibles - collectibles, figures, stickers and apparel - including limited-edition and collab versions.
Promotional and gift items - Friends & Family Sale items, Premium Box Sets, Blind Box items, and Gifts With Purchase (GWP).
Any product marked on its product page as excluded from our warranty program.
Your phone or device itself - the warranty covers the product, not the device or anything on it.
Damage caused by modification, installation, dismantling, disassembly, attempted repair, repair, fixing, maintenance, or other alteration not performed or authorised by CASETiFY.
Damage caused during shipping or transit, including damage caused by a carrier or courier.
Damage caused by use with incompatible devices, accessories, chargers, cables, or power sources.
How Long Are You Covered?
Your coverage depends on your CASETiFY Club tier at the time of purchase, and starts from your original purchase date.Your Club tier is determined at the time you buy the product. Changing tiers later will not change the warranty period for that purchase.
Our separate 10-Day No Questions Asked return or exchange program is available to all consumers, subject to its own terms and conditions. It is separate from this warranty.
CASETiFY Club Membership Tier | Phone Case | Tech Accessories |
Gold | 24 Months | 18 Months |
Basic/ Bronze/ Silver Tier Member | 18 Months | 12 Months |
Gold Tier Member | 6 Months | 6 Months |
What You'll Get
If your claim is approved, we'll replace your product with the same product for the same device model - one replacement per item. Once a product has been replaced, that replacement isn't covered again under the warranty. We don't offer refunds under the warranty; a change of mind falls under our Return & Exchange Policy.
We can only offer the same product as your original order, unless it's discontinued or out of stock - in which case we'll offer a product of the same value.
If we reasonably determine that your product can be repaired, adjusted, or otherwise restored to proper functioning, we may do so instead of providing a replacement. Any replacement product will continue only for the remainder of the original warranty period.
Where Can You Claim?
Please claim through the same channel and in the same country where you bought your product. For example, a product bought in a CASETiFY store in Japan is claimed at a CASETiFY store in Japan.
How to Make a Claim
Online / in the app
Start your claim on our warranty request page, or reach out to our team. You'll need your order number, a short description, and a clear photo or video of the issue - we can't process a claim without it. We'll review your claim and let you know whether we need you to return the product.
You may make your claim here: https://www.CASETiFY.com/faq/contact
If we ask you to return the product for inspection, repair, replacement, or another warranty-related purpose, you are responsible for the cost of shipping or delivering it to us, whether or not your claim is approved, to the extent permitted by applicable law. We will provide the return instructions.
If we do not need you to return the product and approve your claim, we will send the replacement directly to you. In that case, you are responsible for the standard delivery cost of the replacement product, to the extent permitted by applicable law.
You will only need to pay for one direction of shipping for each online warranty claim: either the cost of returning the product to us, where we require a return, or the standard delivery cost of the replacement product, where we do not require a return.
In store
Bring your product and proof of purchase to a CASETiFY store. Our team will inspect the product and assess your claim.
If your claim is approved and the replacement product is available in the store, we will generally complete a one-to-one exchange when you return the affected product.
If the replacement product is not available in the store, including for an older device model, we may arrange for it to be transferred or ordered to that store.
We will let you know when the replacement product is ready for collection. You will need to come back to the same store to collect it. In-store replacements are for store collection only and will not be shipped to your address, unless local law requires otherwise or we agree otherwise in writing.
What Happens After You File a Claim?
Once you submit, our team reviews your claim and the evidence you shared. If we need a closer look, we may ask for more photos or to see the product. Once it's approved, we'll sort your replacement - sent to you for online claims if we do not require the product to be returned, or arranged after we receive and assess the returned product if a return is required. We'll keep you posted along the way.
Local rules come first. Depending on where you bought your product, local policies and consumer laws may apply and take priority over what's described here.
These terms apply to purchases completed on or after 4:00 p.m. UTC on September 7, 2026, effective worldwide. Need the full terms? See our Warranty Policy
Others (Applies to All Claims)
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
Take photos of the defect.
Contact us right away with your order details.
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.