Return and Refund Policy

Return and Refund Policy

Thanks for purchasing products from us!

If you are not entirely satisfied with your purchase, we’re here to help.

In order to be eligible for a refund or a reshipment, your request, complete will all the information required, must arrive to the following email address [email protected] within 7 days after the product was delivered, (according to the date indicated by the forwarder), or 40 days after shipment in case of untraceable delivery. Should the above conditions not be met, the request will not be processed. Follow the instructions available at the end of this policy to apply for a refund/reshipment. Please note that all refunds will be charged on the eWallets and can only be used for future orders.

By applying for a refund or a reshipment, you accept the Return and Reship policy in all its parts.

Different issues can occur during the shipping process and please find following how to proceed in each situation:

  • DOA (dead on arrival)

If the product arrives broken or is not working, please contact our customer service within 7 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 7 days start from the delivery date indicated by the forwarder. A team of professionals will review the application and provide a response within 30 days from receiving all the data required in the application. If the request is approved, cases4me.store will either re-ship a new product at its expense or refund it. The refund will cover only the product itself and the shipping costs. No other refund will be offered under any circumstance.

If deemed necessary to have the product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product arrives in our warehouse, we will review the application and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered according to the customer’s preference. In case of reshipment, the shipping fees will be covered by cases4me.store and the method of shipment will be the one chosen in the original order.

  • Defective product on arrival

We always take care of proper packaging to ensure the products shipped are in their best conditions, however, damage still can happen during the transportation. So, if the product arrived damaged or defective, please contact our customer service within 7 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 7 days start from the delivery date indicated by the forwarder. A team of professionals will review the application and provide a response within 30 days from receiving all the data required in the application. If the request is approved, cases4me.store will either re-ship a new product at its expense or refund it. The refund will cover only the product itself and the shipping costs. No other refund will be offered under any circumstance.

If deemed necessary to have the product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product arrives in our warehouse, we will review the application and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered according to the customer’s preference. In case of reshipment, the shipping fees will be covered by cases4me.store and the method of shipment will be the one chosen in the original order.

  • Incorrect product on arrival

If the wrong product is delivered (it differs from the one that was ordered, i.e. wrong color, wrong size, wrong model etc.) please contact our customer service within 7 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 7 days start from the delivery date indicated by the forwarder. A team of professionals will review the application and provide a response within 30 days from receiving all the data required in the application. If the request is approved, cases4me.store will either re-ship a new product at its expense or refund it. The refund will cover only the product itself and the shipping costs. No other refund will be offered under any circumstance.

If deemed necessary to have the product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product arrives in our warehouse, we will review the application and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered according to the customer’s preference. In case of reshipment, the shipping fees will be covered by cases4me.store and the method of shipment will be the one chosen in the original order.

Slight differences in the product, the product logo or the packaging received compared to previous shipments or from the photos displayed on our App or website may occur due to different batches of production. However, if the physical appearance of the product is similar and the functions of the product are correct, it will not fall in the category of “incorrect product” and will therefore not be eligible for free reshipping.

  • Unsatisfactory product

cases4me.store Return and Refund Policy can only be applied to errors or malfunctions related to the product’s functions or specifications. No refund or reship request will be accepted if the customer does not like the product received.

  • Never arrived

Shipping can be affected by many factors. Compared to carriers such as DHL, FedEx or UPS, the shipping methods used for cases4me.store such as Special line, ePacket or Registered Post Mail are cost-down options and therefore there is a certain percentage of unsuccessful deliveries for uncertain reasons. cases4me.store cannot get involved in the operations or transit arrangement of the Post or local carriers. 

In case of undelivered products, what is indicated on the courier’s website is considered authentic so if the package is tracked as “delivered”, it will not be eligible for a refund.

In case of delays caused by major force, national disasters, war or any event not dependent on cases4me.store service, no refund will be provided”

cases4me.store, in an attempt to go beyond the standard service, provides a free reship or refund for “never arrived” cases only at the following conditions:

  1. Parcels shipped with Special line or ePacket: if the tracking number doesn’t show any new update in more than 30 days and the forwarder cannot provide any info about the delivery.
  2. Parcels shipped with Special line or ePacket: if the parcel is not delivered after 60 days from the shipment date and the forwarder cannot provide any info about the delivery.

In these cases, the customer must submit the request within 7 days from the occurrence of the above indicated conditions. A team of professionals will review the application and will provide a response within 30 days from receiving the application. If it is approved, cases4me.store will either re-ship a new product at its expense or refund it. The refund of a product will cover only the product and shipping costs. No other refund will be offered under any circumstance.

Due to International shipping limits and complex customs or shipping issues in certain shipping countries, cases4me.store will not accept any delivery dispute for any of the following cases:

  • Incomplete or incorrect shipping data: the complete shipping data should include correct shipping name, shipping address, shipping city, shipping province, shipping zip code, shipping country, and contact phone number;
  • If the parcel arrives to the nearest agent office due to unsuccessful delivery, but the customer fails to pick up the parcel thus resulting in the parcel being returned back to shipper or carrier’s local warehouse.
  • Parcels shipped with registered post mail
  • Parcels shipped to the following countries: Mexico, Brazil
  • Return and reship requests sent to cases4me.store 60 days after the day cases4me.store shipped out the product.

Free reship or refund for “never arrived” items can be only applied once per order. This means that if the customer claimed that a product never arrived, cases4me.store will reship the item a second time. If this second item is also declared as “never arrived”, it won’t be reshipped a third time.

After 7 days and within one year from delivery

After the expiry of the time indicated to request a refund, please contact our customer service and we will try our best to be of assistance but no refund or reshipment is guaranteed.

cases4me.store reserves the right to update, change or replace any part of this Return and Refund Policy by posting updates and/or changes on our website. Customer is responsible for checking this page periodically for changes. Customer’s continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

REFUND/RESHIP APPLICATION INSTRUCTIONS

Please send your request to [email protected] with all the data required as below listed:

DOA:

*cases4me.store order number

*Screenshot of customer’s complaint mail or dispute received

*Problem description

*Clear video shows the problem

Defective product on arrival:

*cases4me.store order number

*Screenshot of customer’s complaint mail or dispute received

*Problem description

*Clear video shows the problem

Incorrect product on arrival:

*cases4me.store order number

*Screenshot of customer’s complaint mail or dispute received

*Problem description

*Clear video or photos show the problem

Never arrived:

*cases4me.store order number

*Screenshot of customer’s complaint mail or dispute received

RMA:

*cases4me.store order number

*Screenshot of customer’s mail or dispute received

*Problem description

*Clear video shows the problem

Applications will be considered only if all the information requested is provided by the customers. The time for the response will start from the moment the last data requested is received by cases4me.store.

SHIPPING INSTRUCTIONS OF RETURN PRODUCT

All of the return requests must be approved by cases4me.store. Customers must provide all the data required and send the application to [email protected] Once approved, a ticket number will be issued. 

All of the return shipments must follow the instructions below:

  1. The return parcel must include all the accessories or materials provided in the original package 
  2. The customer must leave a note inside the return package with the following details:

*cases4me.store return ticket number

*Return product name and quantity

*A short description of the problem occurred with the product

To avoid high import duties or taxes on the return package, please avoid using an express courier like DHL, FedEx, UPS, TNT or similar ones. We suggest using Post EMS or registered post mail. If any import duties, taxes or related charges are incurred during the return process, the customer will be liable for them. Should the customer refuse to pay the costs incurred during the return process, cases4me.store will not take any responsibility or action for the returned product or parcel.

Any return package that arrives without a prior application or without cases4me.store return ticket number will be rejected.

If there is anything unclear or you have more questions, please feel free to contact our customer support team at [email protected] 

.

TOP

X