Refund & Return Policy
Thank you for shopping with Casetales.
All orders are processed based on the product specifications selected by the customer at checkout. Once an order has been successfully placed and payment has been completed, orders generally cannot be cancelled, modified, or refunded.
Due to the nature of international shipping and logistics costs, we generally do NOT accept returns, refunds, or exchanges, except in the limited situations stated below.
Non-Eligible Reasons for Return / Refund
We do NOT accept returns or refunds for preference-based reasons, including but not limited to:
•Change of mind
•Personal preference
•“I don’t like it”
•“It doesn’t look how I imagined”
•“It’s not exactly what I expected”
•Ordering the wrong item, model, size, or color by mistake
All product photos and videos on our website are taken under real lighting conditions without filters. We make every reasonable effort to portray our products as accurately as possible through:
•Multiple product images
•Different lighting conditions
•Real device demonstrations
•Detailed product descriptions
However, customers acknowledge that minor visual differences may occur due to:
•Screen display differences
•Lighting conditions
•Personal perception or expectations
Such differences do not qualify as product defects and therefore do not qualify for returns or refunds.
If you are very particular about details such as color tone, design elements, texture, or appearance, we strongly recommend contacting our team before placing an order so we can provide additional clarification.
By placing an order on our website, customers confirm that they have reviewed the product details and agree to the product as presented.
Situations Where Returns May Be Considered
Returns or refunds may only be considered under the following situations:
•Goods received in defective condition
•Wrong specification sent by us (wrong model / color / size / item)
•Items out of stock
•Other situations at the sole discretion of the Casetales Team
Example:
If you ordered an iPhone 17 Pro Max case but we mistakenly sent an iPhone 17 case, you will be eligible for a return or exchange.
Personalized Items
Personalized items are strictly non-returnable and non-refundable, except in cases where:
•The wrong item was sent by us, or
•The item arrives defective due to manufacturing issues.
Sticker Policy (Final Sale)
Please note that all stickers are strictly NON-returnable and NON-refundable.
ALL SALES MADE for stickers are FINAL.
Customers should only place an order if they are confident in their ability to apply/install the stickers.
Casetales is not responsible for any flaws, damages, or defects that occur during the sticker application process, as the installation is performed by the customer.
The final result may vary depending on the installation skill and proficiency of the customer.
For this reason, ALL SALES MADE are considered FINAL for stickers.
Reporting Issues With Your Order
If you believe you received a defective or incorrect item, please contact us upon receipt of your orderso our team can review the situation.
If we confirm that the item is defective or that an error was made on our side, you may choose one of the following solutions:
•Return & Exchange, or
•Return & Refund (Store Credit)
Returns & Exchange
If you received goods in defective condition (caused by us) or wrong items, you have 14 calendar days from the date of delivery to request a return.
Before initiating any return, you must contact us first for approval.
Returns that are sent without prior communication and approval from our team will not be considered valid returns, and no refund or exchange will be issued.
To qualify for a return:
•The item must be unused
•The item must be in the same condition as received
•The item must be in its original packaging
•Proof of purchase must be provided
If your return is approved, we will provide the return shipping address.
Once we receive the returned item, we will inspect it and notify you regarding the status of your exchange.
Exchanges are limited to the same item only, and cannot be changed to a different product.
Returns & Refunds
The conditions for Returns & Refunds are the same as Returns & Exchanges.
Once the returned item is received and inspected, we will notify you of the approval status.
If the return is approved, refunds will be issued in the form of STORE CREDIT ONLY, which can be used for your next purchase.
You will receive a unique promo code equivalent to the approved refund amount.
International Return Shipping
Customers are responsible for all return shipping costs.
Shipping costs are non-refundable.
If a refund is approved, the original shipping costs and return shipping costs will be deducted from the refund amount.
Customers must arrange return shipping independently using a trackable shipping method.
Please note that international return shipping fees can be expensive and may approach or exceed the original order value.
Wrong Phone Model Ordered
Q: If I mistakenly ordered the wrong phone model and only realized after receiving the package that the case does not fit my phone, can I request a return, refund, or exchange?
A: Unfortunately, we cannot accept returns, refunds, or exchanges in this situation.
All orders are processed strictly based on the phone model selected at checkout.
If you require the correct model, you may place a new order, and we will proceed with processing once payment is completed.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
WhatsApp: +601158733587
(Please mention “Return/Refund” in your message)
Order Inquiries:
Email: hello@casetales.net