Refund Policy

Last Updated: April 15, 2024

At Hellcasne, we take pride in the quality of our products and want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or issues may arise. This Refund Policy outlines the conditions and processes for returns, exchanges, and refunds.

1. Refund Eligibility

We offer refunds under the following conditions:

• Manufacturing Defects: If your product arrives with a manufacturing defect, such as printing errors, fit issues, or material flaws.
• Damaged in Transit: If your product was damaged during shipping.
• Incorrect Item: If you received an item different from what you ordered.
• Standard Products: For non-customized products, we offer a 30-day money-back guarantee if you're not satisfied with your purchase for any reason, provided the item is returned in its original condition.

2. Refund Timeframe

To be eligible for a refund, you must notify us of your intention to return the product within:

• Manufacturing Defects/Damaged/Incorrect Items: 14 days from the date of delivery
• Standard Products (satisfaction not guaranteed): 30 days from the date of delivery

All returned items must be received by our returns department within 14 days of your return notification.

3. Custom Products Policy

Due to the personalized nature of custom-designed phone cases, they are generally not eligible for refunds or exchanges unless they arrive with a manufacturing defect or were damaged in transit. Custom products include:

• Cases with custom images or artwork uploaded by you
• Cases with personalized text or monograms
• Any product that has been modified according to your specifications

If your custom product has a manufacturing defect or was damaged during shipping, we will offer a replacement or refund at our discretion.

4. How to Request a Refund

To initiate a return and refund request, please follow these steps:

1. Contact our customer service team at returns@hellcasne.com or call +44 932 062 7415.
2. Provide your order number, the product details, and the reason for your return.
3. Include clear photos of the product issue if you're reporting a defect or damage.
4. Our customer service team will review your request and provide instructions for returning the product, if necessary.
5. Package the item securely in its original packaging if possible.
6. Ship the item to the address provided by our customer service team.

We recommend using a trackable shipping method as we cannot process refunds for items not received by our returns department.

5. Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

• Credit/Debit Cards: 5-10 business days
• PayPal: 1-3 business days
• Bank Transfers: 5-7 business days

Please note that your bank or credit card company may require additional time to process and post the refund to your account.

6. Return Shipping Costs

Return shipping costs are handled as follows:

• Manufacturing Defects, Damaged Items, or Incorrect Items: We will provide a prepaid return shipping label or reimburse your return shipping costs.
• Standard Products (returned due to change of mind): Return shipping costs are the responsibility of the customer.

Original shipping fees are non-refundable unless the return is due to our error (e.g., sending an incorrect or defective item).

7. Exchanges

If you wish to exchange a product rather than receive a refund, please indicate this in your return request. Exchanges are subject to product availability. If the replacement item costs more than your original purchase, you will need to pay the difference. If it costs less, we will refund the difference.

For custom products, exchanges are only available for manufacturing defects or shipping damage, and we will produce a replacement with the same design.

8. Refund Exceptions

Refunds may be denied in the following situations:

• The item shows signs of wear or use beyond what is necessary to evaluate its condition
• The product was damaged due to misuse or improper care
• The return request was made after the eligible return period
• No proof of purchase is provided
• The item is a custom product without manufacturing defects
• The item was identified as a final sale or clearance item not eligible for returns

9. Faulty Products After the Return Period

All Hellcasne products come with a 90-day warranty against manufacturing defects. If your product develops a fault after the standard return period but within the warranty period, please contact our customer service team with details and photos of the issue. We will assess the fault and offer a suitable resolution, which may include repair, replacement, or partial refund.

10. Gift Returns

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver.

11. Contact Information

If you have any questions about our Refund Policy, please contact us at: