Refund policy
Return and Refund Policy
At CASE.01, customer satisfaction is important to us. Customers may submit product-related support, return, replacement, or refund requests within 30 days of receiving an order, subject to review under this policy.
Each request is reviewed individually in order to provide a fair and appropriate resolution.
Return and Refund Requests
To initiate a return, replacement, or refund request, customers must contact our support team at contact@case01.com within 30 days of receiving the order.
Our team will review the request and provide instructions where the request is eligible under this policy.
Items returned or shipped back without prior authorization from our support team may not be accepted.
Damaged, Defective, or Incorrect Items
Customers are requested to inspect their order immediately upon delivery.
If an item arrives damaged, defective, or if the wrong item is received, customers must contact us within 48 hours of delivery and provide relevant information or supporting evidence, including photographs where applicable.
Each case will be reviewed individually.
Where appropriate, we may offer one of the following solutions:
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Replacement product
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Partial refund
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Full refund
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Other reasonable corrective action depending on the circumstances
Order Delivery Issues
If an order is significantly delayed, lost during transit, or otherwise fails to arrive as expected, customers should contact our support team.
Delivery-related issues will be investigated individually and resolved based on shipping status, carrier information, and the circumstances of the shipment.
Non-Returnable Situations
Refunds or returns may not be approved in the following situations:
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Customer changed their mind after purchase
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Product was used, damaged, or altered after delivery
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Customer ordered the wrong product or variant by mistake
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Return request is made after the policy period has expired
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Product is returned in a condition different from its original delivered condition
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Customer fails to provide sufficient information regarding a reported issue
If you have questions regarding eligibility, please contact us before initiating a request.
Exchanges
If a product issue qualifies for replacement, we may offer an exchange or replacement product where appropriate.
Exchange eligibility is reviewed individually depending on product condition and order circumstances.
Order Cancellation
Orders may be canceled only before fulfillment processing begins.
Once an order has entered fulfillment, packaging, or shipping preparation, cancellation may no longer be possible.
Customers requesting cancellation should contact our support team immediately after placing the order.
European Union 14-Day Cooling Off Period
If the order is shipped to a country within the European Union, customers may have the right to cancel or request return within 14 days of receiving the product, subject to applicable consumer protection laws.
Eligibility for return remains subject to product condition and compliance with applicable return requirements.
Refund Processing
All refund requests are reviewed individually.
Where a refund request is approved, refunds will be processed to the original payment method used during purchase.
Processing time may vary depending on the customer’s payment provider or banking institution.
Please note that not all refund requests automatically qualify for approval.
Customers are encouraged to contact CASE.01 directly regarding any order-related concerns before initiating payment disputes or chargeback requests through their payment provider.
Customer Support
For all return, refund, shipping, product, or order-related questions, customers may contact us at:
At CASE.01, we are committed to resolving customer concerns fairly, transparently, and professionally while ensuring the best possible customer experience.