Refund policy

Thank you for shopping with Case Poppi. We want you to be completely happy with your purchase. If you are not satisfied, please read our returns and exchanges policy below.

 

📅 Return Window

You may request a return or exchange within 30 days of delivery, unless otherwise stated for specific products.

 

✅ General Return Requirements

  • Items must be returned in their original condition: unused, unwashed, and with all original packaging and tags intact.
  • Returned items must not show signs of wear, scratches, adhesives, or other damage.
  • Please include any accessories, stickers, or freebies that came with the order.

 

❌ Non-Returnable Items

  • Personalized or custom-made items (see Custom Products section below).
  • Final sale / clearance items explicitly marked as non-returnable.
  • Used or worn products.

 

🎨 Custom Products

Important: For custom or personalized products (for example: custom-printed cases using customer-provided photos/names, engraved items, or made-to-order designs), we do not accept returns or exchanges unless there is a clear quality issue or an error made by Case Poppi.

  • If a custom product arrives defective or does not match the design you approved, please contact us within 72 hours of delivery with photos and order details.
  • We will review the issue and, if it is determined to be our error or a manufacturing defect, we will offer a replacement or full refund at our discretion.
  • If the custom product was made according to the customer’s instructions and there is no manufacturing defect, it is not eligible for return.

 

📩 How to Start a Return or Exchange

To begin a return or exchange, please contact our Support team at support@casepoppi.com with the following information:

  • Order number
  • Item(s) you want to return or exchange
  • Reason for return
  • Photos showing the item and any issue (if applicable)

 

🚚 Return Shipping & Costs

  • Unless the item is defective or we made an error, return shipping costs are the responsibility of the customer.
  • We recommend using a tracked shipping service and keeping your tracking number until your return is processed.
  • If we provide a prepaid return label, we will advise you by email and deduct the label cost from your refund only if stated in your return approval.

 

💰 Refunds

  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 3–5 business days.
  • If approved, refunds will be issued to your original payment method and may take an additional 3–7 business days to appear, depending on your bank.
  • Original shipping charges are non-refundable unless the return is due to our error or a defective product.

 

📍 Package Delivered but Not Received

If the carrier’s tracking information states that your package has been delivered, but you have not received it, Case Poppi is not responsible for lost or stolen packages. In such cases, we cannot offer a refund or a replacement. We recommend contacting the local courier service (e.g., USPS, UPS, or FedEx) directly to file a claim.

 

🔄 Exchanges

If you would like an exchange (for example: different color or model), please specify this when you contact Support. Exchanges are subject to stock availability. If an exact exchange is not available, we will offer a refund or store credit.

 

⚠️ Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us within 72 hours of receiving the package and include photos of the item and packaging. We will arrange a replacement or refund at no extra charge if the issue is our fault.

 

❓ Questions?

If you have any questions about returns, exchanges, or our policies, please email us at support@casepoppi.com and include your order number for faster service. We aim to respond within 24–48 hours on business days.

Case Poppi reserves the right to refuse returns that do not meet the policy requirements listed above.