Returns & Refunds
Simple returns, clear refund support.
We want every CaseQ order to feel right from the moment it arrives. If your item is unused, in its original condition, and still in its original packaging, you may request a return within 30 days of delivery.
30 days after delivery.
Contact us with your order number before sending any item back. We will guide you through the next steps.
30-Day Returns
Eligible unused items can be returned within 30 days of delivery.
Original Condition
Items must be unused and returned with original packaging.
Contact First
Email support@caseq.com with your order number before returning.
Issue Support
Damaged, defective, or incorrect items should be reported within 7 days.
Return Window
We accept returns within 30 days of delivery for eligible items.
- ✓ Returns must be requested within 30 days of delivery.
- ✓ Returned items must be unused, in their original condition, and in their original packaging.
- ✓ Proof of purchase or order number may be required to process your return request.
How to Start a Return
To keep the process clear and fast, please contact our support team first.
Email us
Contact support@caseq.com and include your order number.
Share details
Tell us why you want to return the item. Photos may be requested when applicable.
Follow instructions
Our team will review your request and provide the next steps if your return is eligible.
Non-returnable Items
Some items cannot be returned due to usage, customization, condition, or sale status.
- × Used or damaged items.
- × Customized or personalized products.
- × Final sale items.
- × Items without original packaging.
Damaged, Defective, or Incorrect Items
If something is wrong with your order, contact us as soon as possible.
- ! If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
- ! Please include your order number, a clear description of the issue, and photos if applicable.
- ✓ After review, we will help arrange a replacement or refund where appropriate.
Refunds
Once your return is received and inspected, we will notify you about the refund status.
| Step | What Happens |
|---|---|
| Return received | We inspect the returned item to confirm it meets the return conditions. |
| Approval review | If approved, your refund will be processed to your original payment method. |
| Bank processing | Your bank or payment provider may need additional time to post the refund. |
Return Shipping
Return shipping instructions will be provided after your return request is reviewed.
- ✓ Please do not send items back before receiving return instructions from CaseQ support.
- ✓ Customers may be responsible for return shipping costs for standard returns.
- ✓ If the return is due to a damaged, defective, or incorrect item, we will help arrange a suitable solution.
Frequently Asked Questions
Quick answers about returns, refunds, and item eligibility.
Can I return a used phone case?
Used or damaged items are not returnable. To be eligible, the item must be unused, in its original condition, and in its original packaging.
How long do I have to request a return?
You may request a return within 30 days of delivery for eligible items.
What should I include in my return request?
Please include your order number, the reason for your return, and photos if applicable.
What if I received the wrong item?
Please contact us within 7 days of delivery. Include your order number and clear photos of the item and packaging so we can help arrange a replacement or refund.
Are customized products returnable?
Customized or personalized products are not returnable unless they arrive damaged, defective, or incorrect.
Need help with a return?
Contact the CaseQ support team with your order number and issue details. We will review your request and guide you through the next steps.