Change-of-mind returns
We have a 30-day change of mind return policy, which means you have 30 days after receiving your item to request a return, subject to the following terms:
To be eligible for a change-of-mind return, your item must be in the same condition that you received it. New, unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please be aware that our change-of-mind policy does not apply to the following:
- Items from Apple, Compulocks, Heckler Design, and Caseoz Collection.
- Items sold in bulk quantities (3 or more units).
- Items that have been specially ordered to fulfill a specific order (Special Orders) or are categorised as Buy-in items (please refer to the product description pages for Buy-in item indication).
Items that have been opened from their original packaging and/or used.
To start a change-of-mind return, you can contact us at customersupport@caseoz.co.uk.
Items sent back to us without first requesting a return and receiving approval from Caseoz UK will not be accepted and will be returned back to the sender.
Returns
We offer product returns and provide replacements, refunds, or credits for the following:
- If the product is faulty.
- If the product is not suitable for its intended purpose.
- If the product does not match our description.
DOA (Damaged on arrival)
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch with us if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on some sale items or gift cards. Such items will state on the items product page if a return is not accepted so that you (the buyer) are aware of this.
Please be aware that we reserve the right to decline a replacement, refund, or credit if the item's fault is due to misuse or neglect or does not meet our requirements as set out above.
In order to facilitate the return process, we may need to assess the condition and age of the returned goods prior to issuing a replacement, refund, or credit. There is a possibility that such a request may be refused based on the assessment outcome.
When contacting us regarding a product return, kindly include images and a description of the issue to assist us in resolving the matter promptly.
To start a return, you can contact us at customersupport@caseoz.co.uk.