Refund policy

Last updated: July 18, 2026

Overview We stand behind the quality of our products. Please read this policy carefully before placing an order.

Return Eligibility We accept returns within 7 days of confirmed delivery. To be eligible, items must be:

  • Unused and in original condition
  • In original, undamaged packaging
  • Accompanied by proof of purchase (order number)

Items that do not meet these conditions will not be accepted and will be returned to the sender at their cost.

Non-Returnable Items The following are not eligible for return or refund:

  • Items damaged due to misuse, drops, or unauthorized modifications
  • Items returned without prior authorization
  • Orders where delivery failed due to an incorrect address provided by the customer
  • Items held or seized by customs authorities

How to Request a Return Contact us at [your support email] before sending anything back. Unauthorized returns will not be processed. We will provide a Return Merchandise Authorization (RMA) number, which must be included with your return.

Refunds

  • Approved refunds are issued within 7 business days of receiving and inspecting the returned item
  • Refunds are issued to the original payment method only
  • A restocking fee of 15% is deducted from all approved refunds to cover handling and processing costs
  • Original shipping fees are non-refundable
  • We are not responsible for currency conversion fees or exchange rate differences

Shipping Costs & Customs

  • Return shipping is entirely the customer's responsibility, including postage, packaging, and any customs or import fees
  • We are not liable for returns lost or damaged in transit — use a tracked shipping service
  • If a package is refused or undeliverable and returned to us, the restocking fee still applies and original shipping is not refunded

Defective or Incorrect Items If you received a defective or wrong item, contact us within 7 days of delivery with clear photos. We will offer a replacement or store credit at our discretion. Refunds for defective items are issued only when a replacement is not possible.

Chargebacks & Disputes We strongly encourage customers to contact us before initiating a chargeback. We maintain full records of all orders, shipments, and communications and will contest disputes where our policy has been followed.

EU Customers Customers in the European Union retain their statutory 14-day right of withdrawal under EU consumer law. In such cases, the restocking fee is waived, but return shipping remains the customer's responsibility.

Limitation We reserve the right to refuse returns that do not comply with this policy. Repeated return requests from the same customer may be flagged and reviewed.

Contact [your support email] | coolcaseiphone.com