Refund & Return Policy

CaseHaven
Last Updated: February 22, 2026

This Refund & Return Policy explains the conditions under which returns, refunds, or exchanges may be accepted.

By placing an order, you agree to the terms below.

1. Return Eligibility (Non-Custom Products Only)

Non-custom, non-personalized items may be returned within 14 days of delivery.

To be eligible for a return:

  • The item must be unused
  • The item must be in brand-new condition
  • The item must be in its original packaging
  • All included materials must be returned

Items that show signs of use, wear, installation, or damage may not qualify for a full refund.

2. Custom & Personalized Products (Final Sale)

Custom or personalized products are non-refundable and non-returnable.

This includes, but is not limited to:

  • Phone cases with names
  • Custom photo cases
  • Personalized text
  • Custom design requests
  • Any item made specifically based on customer instructions
  • Phone skins

Because these items are made specifically for the customer, they cannot be resold.

Refunds or replacements for custom items will only be considered if:

  • The wrong item was sent, or
  • The product arrived defective due to our error

Customer-submitted errors (e.g., spelling mistakes, incorrect photo uploads, wrong phone model selected) do not qualify for refunds.

3. Return Process

To request a return:

  • Contact us within 14 days of delivery.
  • Provide your order number and reason for return.
  • Wait for return instructions before sending the item back.

Unauthorized returns may not be accepted.

Customers are responsible for return shipping costs unless the return is due to our error.

We recommend using a tracked shipping service, as we are not responsible for lost return packages.

4. Inspection & Refund Approval

All returned items will be inspected upon arrival.

Refunds are issued only after inspection confirms that:

  • The item is unused
  • The item is in original condition
  • No parts are missing
  • Packaging is intact

If the returned product shows:

  • Signs of use
  • Scratches or marks
  • Damage
  • Missing packaging
  • Reduced resale value

CaseHaven reserves the right to:

  • Reject the refund, or
  • Apply a partial refund based on the diminished value of the product

Deductions will be determined reasonably based on the condition of the returned item.

5. Refund Method & Timing

Approved refunds will be issued to the original payment method.

Please allow:

  • 5–10 business days for processing after inspection
  • Additional time depending on your bank or payment provider

Original shipping fees are non-refundable.

6. Exchanges

We do not offer direct exchanges.

If you wish to replace an item:

  • You must return the original item (if eligible)
  • Place a new order separately

Custom items cannot be exchanged.

7. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us within 24 hours of delivery
  • Provide clear photographic evidence
  • Include your order number

If approved, we will offer a replacement or refund.

Damage caused after delivery or during use does not qualify for a refund.

8. Non-Returnable Situations

Refunds or returns will not be accepted in the following cases:

  • Custom or personalized products
  • Items damaged by misuse
  • Normal wear and tear
  • Incorrect address provided by the customer
  • Failure to collect the package from the postal office
  • Refusal to pay customs or import fees

If a package is returned to us due to unclaimed delivery or unpaid customs fees, reshipping costs will be the responsibility of the customer.

9. Chargebacks & Payment Disputes

If a customer files a chargeback without first contacting CaseHaven to resolve the issue, we reserve the right to:

  • Provide proof of delivery
  • Provide proof of order confirmation
  • Dispute the chargeback through the payment provider

We encourage customers to contact us first so we can resolve concerns professionally.

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