Refund & Return Policy

Last Updated: June 2026

At CaseMatesLab, customer satisfaction is important to us. If there is an issue with your order, we will work quickly to provide a fair resolution.

Please read our refund and return policy carefully before making a purchase.

1. Return Eligibility

Customers may request a return within 14 days of receiving their order.

To qualify for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging.
Proof of purchase must be provided.

Returns that do not meet these conditions may be denied.

2. Damaged, Defective, or Incorrect Items

If your order arrives:

Damaged during transit
Defective
Incorrect compared to what was ordered

Please contact us within 3 days of delivery.

To process your claim, please provide:

Your order number
Clear photos of the item
Photos of the packaging
Video evidence if available

After verification, CaseMatesLab will provide either:

A free replacement shipment, or
A full refund

at our sole discretion.

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 at no additional cost, or
A full refund

Customers will never be required to file claims directly with the carrier.

We will handle the investigation process on your behalf.

4. Delivered but Not Received

If tracking information shows "Delivered" but you cannot locate your package, please:

Check around your property
Check with neighbors
Contact your apartment office or building management

If the carrier confirms delivery to the address provided at checkout through GPS records, delivery scans, or photographic proof, the order will be considered successfully delivered and is not eligible for refund or replacement.

5. Customer Errors (Non-Refundable Situations)

Refunds, replacements, or compensation will NOT be provided when delivery issues result from customer error, including but not limited to:

Incorrect shipping address entered during checkout
Incomplete address information
Refusal to accept delivery
Failure to collect the package
Failure to respond to carrier delivery attempts
Providing incorrect contact information
Ordering the wrong product, model, size, or color

Customers are responsible for ensuring all order information is accurate before completing their purchase.

6. Change of Mind Returns

If you simply change your mind after receiving your order, you may request a return within 14 days of delivery.

Conditions:

Item must be unused.
Original packaging must be intact.
Customer is responsible for return shipping costs.
Original shipping fees are non-refundable.

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

7. Return Process

Before returning any item, customers must contact our support team for approval.

Unauthorized returns may not be accepted.

Once approved, return instructions will be provided.

Customers must ship approved returns within 7 days of receiving return authorization.

8. Refund Processing

After receiving and inspecting the returned item:

Inspection typically takes 3–5 business days.
Approved refunds are issued to the original payment method.
Refund processing may require an additional 3–10 business days depending on your bank or payment provider.