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Customer Satisfaction Guarantee FAQ

  • What is 100% Customer Satisfaction Guarantee?
    We're 100% committed to making you happy. Each case is hand-checked by a member of Team CASETiFY before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away within 10 days upon receiving your order.
    If you're out of the 10-day guaranteed window, no worries! We got you covered — our 6-month warranty offers one-time replacement within the said timeframe for any defects. We will work with you to guarantee your satisfaction.

  • Can I return the product for a refund if I don't like it?
    Of course! Please contact us with your order number, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! We only accept one-time exchange. Returns without prior communication with us will not be accepted. Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank. Customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
    Limitation of Returns & Exchanges on specific products:

    1. Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than CASETiFY error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required).
    2. Shipping fee and express shipping fee are non-refundable.
    3. If Cash on Delivery or Thailand Online Banking is selected as the payment method, only return for exchange or store credits will be allowed.
    4. For orders purchased in our CASETiFY retail stores (except CASETiFY retail stores in the US, China and Korea), only same-day refund (as on the date of purchase on order receipt) is allowed. For orders purchased in our CASETiFY retail stores in the US, China and Korea, we accept returns and refunds within 10 days of purchase (as on the date of purchase on order receipt). Please return the product(s) in its original packaging to the store along with the physical receipt.
    5. For CASETiFY Korean retail stores, customized item(s) and change of device model are not allowed for return or exchange within the 10-day no questions asked return or exchange period.
    6. Purchases of items from the Archive Collection, Outlet, Sale Collection, Golden Transponder Snail 3D AirPods Pro Case and Lottery Products are final and no refund/return would be granted under any circumstances.
    7. If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option. CASETiFY reserves the right on the final decisions.

  • What if I receive a defective item?
    We got you covered! Please contact us with a photo of the defects within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable) and we will arrange a replacement of the same product for you right away after verifying the quality issue. If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option.

  • What's your warranty?
    We offer a 6-month limited warranty for CASETiFY-branded products purchased from our website, which covers one-time replacement of the same product during the warranty period. Within 6 months from the date of original purchase, if you discover a fault with your item(s), simply take pictures of the defect and contact us right away with your order number or receipt. If you're our Gold Tier Member, you're entitled to a 12-month extended warranty and free, one-time replacement of the same product if any defects are found. We will work with you to guarantee your satisfaction.

    Limitations of Warranty:
    To the extent permitted by the applicable laws and regulations, CASETiFY product warranty policy are subject to the following conditions:

    1. CASETiFY product warranty does not apply to:
      -Any deterioration, scratches, discoloration or other defect in similar nature resulting from normal aging, natural wear-and-tear
      -Any damages caused by accidents or unauthorized modifications
      -Lost or stolen items
      -Screen Protector, Camera Lens Protector, UV Sanitizers, Skateboard, Apparel, Golden Transponder Snail 3D AirPods Pro Case, BE@RBRICK figures and Exclusive Gift Box Set and other specified items
      -Any purchase(s) by using staff discount or staff CASETiFY dollars
    2. No devices (e.g. mobile phones, tablets, etc.) other than CASETiFY-branded products are covered by our warranty.
    3. No refund can be claimed for during the warranty period after the 10-day no-question-asked timeframe.
    4. Shipping fee and express shipping fee are non-refundable.
    5. If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option or refunded.