Return & Refund Policy

At Case Heaven, we want you to love your purchase. Since our products are made to order, please review our return policy before placing your order.

🇺🇸 U.S. Orders

We accept returns on eligible orders shipped within the United States.

To qualify for a return:

    ●    Your return request must be made within 30 days of delivery.
    ●    The item must be unused, in its original condition, and in its original packaging.
    ●    Case Heaven will provide a prepaid return shipping label for approved U.S. returns.

Once your return is received and inspected, we’ll notify you of the approval status. Approved refunds will be issued to your original payment method.

🌍 International Orders

Because our products are made to order, we generally do not accept voluntary returns or exchanges for international orders due to a change of mind, except where applicable consumer protection laws provide a right to cancel or return an order.

Change of Mind Returns

Where applicable law gives you the right to cancel or withdraw from your purchase, you are responsible for the direct cost of returning the item to Case Heaven.

Case Heaven does not provide prepaid international return labels for change of mind returns. We recommend using a tracked shipping service and keeping your proof of postage until your return has been received and your refund has been processed.

If you are entitled to a refund under applicable consumer protection law, your refund will be processed after the returned item is received, or after you provide appropriate proof that the item has been shipped back, as permitted by applicable law.

Damaged, Defective, or Incorrect Items

If your international order arrives:

    ●    Damaged
    ●    Defective
    ●    With a manufacturing error
    ●    Or you receive the wrong item

please contact us within 30 days of delivery.

Email us at support@caseheaven.org with your order number and clear photos of the issue. After reviewing your request, we’ll provide an appropriate solution, which may include a replacement or refund at no additional cost to you.

❌ Non-Returnable Items

Unless otherwise required by applicable consumer protection law, we cannot accept returns or issue refunds for:

    ●    Used or damaged items where the damage was caused by the customer
    ●    Requests made outside the applicable return or withdrawal period
    ●    Items returned without prior authorization
    ●    Orders where the customer selected the wrong phone model, color, or design

📦 Delivery Responsibility

Once an order has been shipped and marked as delivered by the shipping carrier, Case Heaven is generally not responsible for lost or stolen packages.

If your tracking shows your package as delivered but you cannot locate it, we recommend:

    ●    Checking your mailbox, parcel locker, or delivery location
    ●    Asking neighbors or members of your household
    ●    Contacting your local post office or shipping carrier

We’re always happy to help you open an investigation with the carrier when possible, but we cannot guarantee refunds or replacements for packages confirmed as delivered.

📩 How to Request a Return or Refund

Please email support@caseheaven.org with:

    ●    Your order number
    ●    A brief explanation of the issue
    ●    Photos, if applicable

We aim to respond within 1–3 business days.

Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where applicable law provides a right to cancel, withdraw, return, or receive a refund, those rights will apply regardless of anything stated otherwise in this policy.