Refund policy
Custom products
Our phone cases are made to order from the design you create and approve in the Case Creator. Because each case is a custom / personalised product, we do not offer change-of-mind returns or refunds once production has started.
This means the standard “30-day unused return” style policy does not apply to custom printed cases.
Damages, defects, and wrong items
Please inspect your order when it arrives.
Contact us within 14 days of delivery at fridolf@casecreator.shop if:
- the item is defective or damaged on arrival
- there is a clear print error compared with the design you approved
- you received the wrong item
Include your order number and photos of the issue. We will repair, replace, or refund as required by UK consumer law.
Do not send anything back until we confirm the return and give you an address / instructions. Items sent without prior approval may not be accepted.
How to contact us about a return or refund
Email fridolf@casecreator.shop with your order number and details. We will tell you next steps if a return is appropriate.
Exchanges
If we agree a replacement (for example a defect or our error), we will arrange that with you. The fastest route is usually a new order after any agreed return/refund is sorted.
Cooling-off / cancellation (UK and EU)
Custom-made goods made to your specification are generally excluded from the usual 14-day cooling-off cancellation right that applies to many other online purchases. That is why we do not offer change-of-mind cancellation after production has started.
Your rights for faulty or misdescribed goods under UK consumer law still apply.
Refunds
If we approve a refund, we will return it to your original payment method. Banks and card providers can take several business days to show the credit. If you have questions after we confirm a refund, email fridolf@casecreator.shop
Sale items and gift cards
We do not accept change-of-mind returns on sale items or gift cards. Faulty or wrong items are still covered as above.