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Returns

 

If you ordered the incorrect phone case/model we cannot offer a refund - please take extra care to order the correct make/model at the time of purchase.

 

Can I return or exchange a non personalised case?

 

Our standard policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Any goods that have been personalised are non refundable.

 

Why are personalised cases non refundable?

 

Because personalised cases are unique, we can't offer returns or exchanges on them unless they are defective or arrive damaged in which case just send it back to us and we’ll provide a replacement.

 

For our personalised cases if you are unhappy with the printed image please let us know and we will optimise the image in line with your comments and reprint the case for you.  We want you to be happy with your order and will do our best to accommodate your request.  Refunds or credit for personalised cases are done on a case by case basis at our own discretion.

 

Refunds

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your PayPal or original method of payment, within a certain amount of days.

 

If you have any questions about our cases you should contact us before purchasing.

 

Late or missing refunds

If you haven’t received a refund yet, first check your PayPal account. If you have any queries please contact us sales@onthecase.im

 

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@onthecase.im and send your item to:

 

onthecase

23 Mountain View

Douglas

Isle of Man

IM2 5HX

 

Return Shipping

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs will be refunded (not exceeding £2.99) if your complaint is upheld (please enclose a receipt for the postage). The item should be returned in the original packaging. We (onthecase) will only refund postage costs where we dispatched the incorrect item or were at fault.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.