Cancel, Return, exchange & refund policy

At Phonecase4u, we are committed to providing high-quality products and customer satisfaction. This policy outlines the conditions and processes for cancellations, returns, exchanges, and refunds.

Order Modification & Cancellation

How to Request

To modify or cancel your order, please email us immediately at [email protected] with:

  • Your order number
  • A clear description of the change or cancellation you’d like

Eligibility & Timing

  • Requests are accepted only during our handling period (1–3 business days, Monday–Friday, excluding public holidays).
  • Once your order has shipped, we cannot accommodate modifications or cancellations.
  • For full details on processing times, see our Shipping Policy.

Cancellation Fee

  • A 4.5% fee of your order total applies to all cancellations.
  • Orders that have already been fulfilled or shipped are not eligible for cancellation.

Checking Your Order Status

If you’d like to verify your order’s progress, please contact Customer Support at [email protected]. We’re here to help!

Return Policy

30-Day Return Guarantee for Brand New Items

You may return brand-new, unused items within 30 days from the date of delivery for a full refund.

Conditions for Return:

  • The item must be new, unused, and in its original condition and packaging with all accessories included.
  • Proof of purchase (e.g., receipt or order confirmation) is required.
  • Personalized, customized, or limited-edition products are non-returnable unless there is a manufacturing defect.

Fees for Non-Defective Items:

  • Original shipping charges are non-refundable.
  • If the order was shipped under a free shipping promotion, the actual shipping cost will be deducted from the refunded amount.
  • A 4.5% refund fee will be applied to non-defective returns.
  • Customers are responsible for return shipping costs, which will be deducted from the refund.

Exchange Policy

For Defective, Incorrect, or Damaged Items:

  • Contact us immediately at [email protected] with:
    • Order number
    • Photos or videos of the defective or incorrect product
    • Your complete delivery address and contact information

Process:

  1. Upon approval, a return label will be provided.
  2. Use the label to return the defective item to our warehouse.
  3. A replacement will be shipped after verification, free of charge.

For Customer Errors (e.g., Incorrect Product Ordered):

  • Contact us with the same information as above.
  • Customers are responsible for shipping costs (both ways).
  • A replacement will be shipped once the original item is returned and verified.

For Used Items Exchanged for Another Product:

  • A $15 restocking fee will apply.
  • Customers are responsible for shipping costs (both ways).
  • A replacement will be shipped after verification and payment of fees.

Refund Policy

  • Refunds are issued to the original form of payment.
  • Shipping and handling costs are non-refundable.
  • Refunds for non-defective items will deduct applicable fees (e.g., return shipping, refund fee).
  • Refunds for defective items are 100% of the item value.

Processing Time:

  • Refunds may take up to 14 business days from the date we receive the returned item.
  • Once processed, refunds may take 2-8 business days to appear in your account, depending on your bank or payment provider.

Late or Missing Refunds:

  1. Check your bank account or credit card statement.
  2. Contact your bank or credit card company as processing times may vary.
  3. If the refund is still not visible, email us at [email protected].

Return Process

Steps for All Returns:

  1. Contact Customer Support at [email protected] or via the Contact Us page.
  2. Provide your order number, photos/videos of the product, and details of the issue.
  3. Upon approval, a return label will be emailed to you (valid for 14 days).
  4. Ship the product back to our warehouse using the provided label.

Return Address:
Phonecase4u
179 St Vincent, Irvine, CA 92618, USA

Policy for Defective, Incorrect, or Damaged Items

If the issue is determined to be Phonecase4u’s fault, we will:

  • Provide a 100% refund OR
  • Ship a replacement product free of charge (delivery time: 6-10 business days).

Customer Responsibility:

  • Retain the shipping carton and packing materials for damaged items.
  • Notify us immediately upon discovering the issue.

Exceptions

  • Non-Returnable Items:
    • Personalized, customized, or limited-edition products.
    • Products that have been modified, misused, abused, or improperly maintained.
  • International Returns:
    • Customers are responsible for additional customs fees, taxes, and brokerage fees for returns, exchanges, or replacements shipped internationally.

Contact Information

For all cancellation, return, or exchange requests, contact us via:

📧 Email: [email protected]
📍 USA Address:
Phonecase4u
179 St Vincent, Irvine, CA 92618, USA

📍 Vietnam Address (Head Office):
Phonecase4u
99 Nguyen Khuyen, Phuc La, Ha Dong, Hanoi 100000, Vietnam

Include the subject line: “Return/Exchange Request” and attach:

  • Receipt or proof of purchase.
  • Photos/videos of the product and packaging.
  • Your full contact information.

We strive to make the return and exchange process as smooth and efficient as possible. Thank you for choosing Phonecase4u!