Returns & Refund Policy

1. Return Policy Overview

We accept returns within 30 days of delivery for unused items in original condition.

Our handcrafted cases are made with love, and we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help!

2. 30-Day Return Window

Timeframe:

• Returns accepted within 30 days of delivery
• Return window starts when you receive the package
• Postmarked returns must be sent within 30 days

3. Eligible Returns

Items must meet these conditions:

We inspect all returns to ensure they meet these requirements.

4. Non-Returnable Items

The following CANNOT be returned:

5. How to Initiate a Return

6. Return Shipping Costs

Standard Returns:

• Customer pays return shipping
• Estimated cost: Depends on location (USPS First Class)
• We recommend using trackable shipping

Defective/Damaged Items:

• We pay return shipping via prepaid label
• Full refund or replacement provided
• See "Damaged Items" section below

7. Refund Processing

Refund Timeline:

• Return received: Inspection within 1-2 days
• Refund approved: Processed within 5-7 business days
• Bank processing: Allow 3-10 business days
• Total time: 10-20 business days from return shipping

Refund Method:

• Refunded to original payment method
• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Debit cards: Up to 10 business days

Refund Amount:

• Full purchase price refunded
• Original shipping costs NOT refunded (unless item defective)
• Return shipping costs NOT refunded

Shipping Refunds:

Original shipping is only refunded if item is defective/damaged

8. Exchanges

We currently do not offer direct exchanges.

For a different product:

1. Return original item for refund
2. Place new order for desired item
3. This ensures fastest processing

For different phone model:

• Contact us before returning
• We may be able to modify your order if not yet shipped

9. Damaged or Defective Items

If your case arrives damaged or defective:

We cover:

• Manufacturing defects
• Shipping damage
• Missing decorations/charms
• Quality issues

10. Wrong Item Received

If we sent the wrong item:

Contact us immediately:

• Email photos of item received
• Include order number
• We'll send correct item ASAP

Resolution:

• Correct item shipped at no charge
• Return wrong item with prepaid label
• OR keep wrong item at discounted rate
• Full refund if preferred

11. International Returns

Same 30-day policy applies.

Important notes:

• Customer pays international return shipping
• Customs fees on return are customer's responsibility
• Use trackable shipping method
• May take longer to process (10-15 business days)
• Original customs fees NOT refunded

12. Refused/Undeliverable Packages

If package is refused or returned to us:

Refund amount:

• Refund minus original shipping costs
• Minus any restocking fee (15%)
• Minus return shipping costs

To avoid issues:

• Verify shipping address before ordering
• Respond to carrier delivery attempts
• Use valid phone number for delivery contact

13. Restocking Fees

Standard returns: No restocking fee

Restocking fee applies (15%) for:

• Refused deliveries
• Returns after 30 days (case by case)
• Items returned without authorization
• Items not in original condition

14. Cancellations

Before production starts:

• Full refund available
• Contact us ASAP (within 24 hours of order)
• Email: support@kawaiicases.com

After production starts:

• May not be able to cancel
• Case is handcrafted specifically for you
• Contact us - we'll try our best to help

15. Lost Packages

If tracking shows delivered but you didn't receive it:

1. Check with neighbors/household members
2. Contact carrier directly
3. Wait 48 hours (sometimes scanned early)
4. Contact us if not resolved

Resolution:

• File claim with carrier
• Replacement or refund after claim processed
• Usually resolved within 7-10 days

16. Final Sale Items

Items marked "Final Sale" cannot be returned except:

• Manufacturing defects
• Shipping damage
• Wrong item sent

All custom-designed cases are final sale.

17. Partial Refunds

Partial refunds may be issued for:

• Items with minor damage or missing packaging
• Items showing signs of use

Partial refund amount determined on case-by-case basis.

18. Refund Exceptions

We reserve the right to refuse refunds for:

• Fraudulent returns or abuse of policy
• Items significantly not as described in return request
• Multiple returns from same customer (excessive)
• Items returned past 30 days without authorization

19. Quality Guarantee

We stand behind our craftsmanship:

If your case has defects within 90 days:

• Contact us with photos
• We'll assess the issue
• Free replacement for manufacturing defects
• Does not cover normal wear or misuse

20. Contact Us for Returns

Questions about returns?