Money-Back Guarantee

Money-Back Guarantee

CaseMatesLab Money-Back Guarantee

At casemateslab, we want every customer to shop with complete confidence. We stand behind the quality of our products and are committed to providing fair solutions whenever issues arise.

Our Money-Back Guarantee is designed to protect your purchase and ensure a worry-free shopping experience.

Our Promise

If your order arrives damaged, defective, incorrect, or is confirmed lost during transit, we will provide either:

  • A free replacement shipment, or

  • A full refund

depending on the circumstances and your preference whenever possible.

For customers who simply change their mind, eligible items may be returned within 14 days of delivery in accordance with our Return & Refund Policy.

Covered Situations

1. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 3 days of delivery.

To help us process your request quickly, please provide:

  • Your order number

  • Clear photos of the item

  • Photos of the packaging

  • Video evidence if available

Once verified, we will provide either:

  • A replacement shipment at no cost, or

  • A full refund

2. Incorrect Items

If you receive an item different from what you ordered, please contact us within 3 days of delivery.

After verification, we will provide:

  • A replacement shipment, or

  • A full refund

at no additional cost to you.

3. Lost Packages

If a package is officially confirmed lost by the carrier, or if tracking shows no movement for an extended period and the shipment is determined to be lost, we will provide:

  • A replacement shipment, or

  • A full refund

You will never be required to deal directly with the shipping carrier. Our team will manage the investigation process for you.

4. Extended Transit Delays

While most orders arrive within our estimated delivery timeframe, unexpected shipping disruptions can occasionally occur.

If tracking shows no meaningful movement for more than 30 consecutive days after shipment and the package is reasonably determined to be lost in transit, we will provide either:

  • A replacement shipment, or

  • A full refund

after completing our carrier review process.

Not Covered Under This Guarantee

To ensure fairness for all customers, this guarantee does not apply to issues resulting from customer error, including:

  • Incorrect shipping address entered during checkout

  • Incomplete or inaccurate address information

  • Failure to collect the package

  • Refusal of delivery

  • Failure to respond to carrier delivery attempts

  • Incorrect phone number or email provided

  • Ordering the wrong product, model, color, or variant

Customers are responsible for reviewing all order information before completing checkout.

Delivered but Missing Packages

If tracking information shows that the package was successfully delivered, please first:

  • Check around your property

  • Check with neighbors

  • Contact your apartment office or building management

If the shipping carrier provides verified delivery confirmation, including GPS records, delivery scans, or photographic proof to the address provided during checkout, the order will be considered successfully delivered and is not eligible for refund or replacement.

Change of Mind Returns

If you are not completely satisfied with your purchase, you may request a return within 14 days of delivery.

To qualify:

  • The item must be unused.

  • The item must be in original condition.

  • Original packaging must be included.

Please note:

  • Return shipping costs are the customer's responsibility.

  • Original shipping fees are non-refundable.

Refunds are issued after the returned item has been received and inspected.

Refund Processing

Once your return or claim has been approved:

  • Refunds are issued to the original payment method.

  • Processing generally takes 3–10 business days depending on your payment provider.

  • Replacement orders are prioritized and processed as quickly as possible.

How to Request Assistance

If you experience any issue with your order, please contact us as soon as possible.

CaseMatesLab Customer Support

Email: support@CaseMatesLab.com

Response Time: Within 24–48 Business Hours

Please include your order number and a detailed description of the issue so our team can assist you promptly.

At Hubble Paws, your satisfaction is our priority. We are committed to providing high-quality products, reliable shipping, and fair resolutions whenever needed.