Refund policy

We have a 30-day issue-reporting window, which means you have 30 days after receiving your item to contact us about a problem with your order.

To be eligible for a refund or replacement, your item must arrive damaged, defective, or incorrect. You’ll need the receipt or proof of purchase, along with clear photos showing the issue.

To report an issue, you can contact us at support@caselo.studio.

Please note that items should not be sent back without contacting us first.

If your claim is accepted, we’ll provide instructions on the next steps. In most cases involving damaged, defective, or incorrect items, a return will not be required. Items sent back to us without first requesting support will not be accepted.

You can always contact us for any return or refund question at support@caselo.studio

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, 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, such as custom products, special orders, or personalized items. Because our products are made to order, we also do not accept returns for change of mind, buyer’s remorse, or if the wrong phone model, size, or color was selected when placing the order.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to contact us if there is a problem with your order. We do not offer direct exchanges. If your item is eligible, we may offer a replacement or refund.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without a justification, subject to applicable consumer protection laws.

As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve reviewed your claim and let you know if the refund or replacement was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund, please contact us at support@caselo.studio