Frequently Asked Questions
What do you mean by 100% Satisfaction Guaranteed?
We're 100% committed to making you happy. We aim to make the product that truly reflects yourself and you genuinely like it! If you're not happy with your purchase, we offer a 10-day no-question-asked return and exchange/ refund for all orders!
If you're out of the 10-day guarantee window, no worries! Our 6-month warranty offers one-time replacement on us, within the said timeframe for any defects* (excluding printing peel off, deterioration or any defects resulting from normal aging, scratches due to natural wear-and-tear, abuse or improper use of the product).
Gold Tier Members are entitled to a 1-year extended warranty and one-time exchange of the same product, if any defects are found. We'll work with you to make sure you're satisfied.
* Gold members with orders placed from December 31, 2021 to June 30, 2022 can still enjoy a 12-month unlimited and free extended product warranty. Same value or lesser value items applicable if returned/exchanged product is discontinued.
How does the product warranty work?
We offer a 6-month warranty of CASETiFY-branded products, excluding purchases of items from the Friends & Family Sale, Premium Box Sets, Screen Protector, Camera Lens Protector, Camera Lens Gem, Skateboard, Collectible AirPods Case, Hello Kitty Phone Charm, Evangelion Charging Dock, Limited Edition GrowthRing & Supply Embroidery Case, PowerThru™ Power Bank and Apparel, purchased from our website/App for all Members. Within 6 months from the date of original purchase, if you discover a fault with your item(s), simply contact us with a description summarising the issue and a photo/video clearly showing the defect, and one-time replacement of the same product can be arranged fully at our cost during the warranty period.
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.
If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option. No devices (e.g. mobile phones, tablets, etc.) other than CASETiFY-branded products are covered by our warranty. CASETiFY reserves the right on the final decisions.
Does your warranty cover all defects?
We cover most of the defects happened to our products. However, it does not cover printing peel off, deterioration or any defects resulting from normal aging, scratches due to natural wear-and-tear, abuse or improper use of the product. CASETiFY reserves the right to validate any requested warranty claims or modify warranty policies in our sole discretion.
If my order is a gift from my friend, can I still claim the warranty?
The warranty can only be claimed by the account user of the order placed. So only your friend can claim the warranty. All warranty requests must be submitted together with a valid CASETiFY order number or corresponding order details to our customer service team for review.
Can I request a different product for my replacement under the warranty?
We can only offer the same product as the original order for replacement unless the original item is discontinued or out-of-stock.