Case-Mate

Case-Mate Return PolicyCase-Mate-Return-Policy

What payment methods are accepted?

At Case-Mate we try to offer you as many local payment options as possible. We are constantly updating and looking for the newest and easiest payment method for you. We also accept all major credit cards and we offer a checkout using PayPal express.

 

How much will it cost to ship my order?

Standard shipping to both the UK and EU is FREE! Case-Mate ships with Royal Mail Standard shipping method. Please allow up to 7 to 10 days for delivery of orders.

Tracked UK Shipping (2 – 3 Days) is offered at a charge of £2.95.

Expedited UK Shipping (1 Day) is offered at a charge of £5.95.

Expedited EU Shipping (2 – 3 Days) is offered at a charge of €14.95.

 

How do I know my order went through?

Each order is confirmed to the email address you provide to us when the order is placed.

If you did not receive an email confirmation, make sure you try check your SPAM folder. Also, if you checked out using PayPal, the email will be sent to the email address you have associated to that account.  It may be different than what you entered on Case-Mate.co.uk/ Case-mate.eu.

 

How do I know when my order has shipped?

Each order receives an email when the shipping label is generated and your order is ready to ship.

If you did not receive an email confirmation, make sure you try check your SPAM folder. Also, if you checked out using PayPal, the email will be sent to the email address you have associated to that account. It may be different than what you entered on Case-Mate.co.uk/ Case-mate.eu.

If you need to cancel your order please see our cancellation section.

 

Are DIY and Custom orders returnable?

Custom orders such as DIY or IMMC are unique creative expressions. Because they are one of a kind and unique to you, they are not returnable. Please contact our Customer Experience Group and they will be happy to answer any questions you have about your one of a kind order.

 

Can’t find your answer?

If you still can’t find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

Shipping Details

When will my order ship?

All in-stock items will ship the same business day. We ship product Monday – Friday, so as long as your order is placed before 12PM, your product will be shipped the same day you order it.

There are some exceptions:

Custom orders– such as the DIY cases, IMMC and the Artist Series cases are made to order so please refer to product page for expected production times for the item you have selected. Most of these products require at least 2 to 3 days in production before shipping. (Note: selecting a faster shipping method does not speed up the production time – just the shipping time. These products are very special, so please be patient while we create these unique cases!)

 

How will my order ship? What are my options?

*Please be aware that for all IMMC, DIY, Artsit Designs and prints will take an additional 2 – 3 days on the times listed below. We will try to clarify this on any item ordered which has this constraint.

STANDARD SHIPPING DETAILS

Standard shipping in the is FREE! Your order will ship Royal Mail standard shipping Please allow up to 7 to 10 days for delivery.

1ST CLASS UK SHIPPING DETAILS

Please allow 2 – 5 days for delivery to be completed on all packages. This option includes tracking.

EXPEDITED UK SHIPPING DETAILS

Please allow 1 – 2 days for delivery to be completed on all packages.

EXPEDITED EU SHIPPING DETAILS

Please allow 2 – 3 days for delivery to be completed on all packages. This option includes tracking.

Why can’t I track my order?

All our standard orders ship with Royal Mail Standard Service who do not provide order tracking as an option so we, unfortunately, cannot provide any tracking to you. If you choose a different shipping method, tracking will be sent to you.

 

Can’t find your answer?

If you still can’t find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

 

Returns

What is the Case-mate return or exchange policy?

At case-mate, we pride ourselves in our Customer Satisfaction Guarantee. You may return any item(s) purchased from case-mate.co.uk or case-mate.eu for any reason within the first thirty (30) days from the day after the date of delivery. You can submit a return request or a right to cancellation in writing via email by submitting a support request. We will gladly exchange your product (equal or lesser value), or give you a full refund (minus any expedited shipping charges, as Case-mate offers free standard shipping on all orders), whichever you prefer. Please note that this does not apply to Custom Orders made through DIY or IMMC.

The returned merchandise must be sent back in its original packaging, and returned in the same new condition as when sold to you, including all packaging, parts, accessories, manuals, and documentation. We do not charge re-stocking fees. Your only cost for returning the item(s) is the cost of shipping your product back to us.

 

The customer is responsible for the costs to ship the product back to Case-Mate. We do not accept any postage paid for returning shipments. We highly recommend using a shipping method that offers package tracking as this will help us determine the time-frame of your return.

 

What is Case-Mate’s warranty policy?

Case-mate offers a 1 Year Limited Warranty on all products sold.

Our products are fully guaranteed against defects in materials or workmanship for 1 year. Our guarantee does not cover product damages that may have result from normal wear and tear or misuse/abuse of the product. Case-mate is not be liable for any indirect, incidental, or punitive damages arising from the use of our products. This includes the replacement or repair cost of any electronic device.

We are happy to replace a defective product for you. Product replacements are only covered by the warranty of initial purchase and do not extend the length of your warranty. If there is any problem with a warranty replacement, please let us know as soon as you receive the item so we may issue an additional replacement. There may be occasions when a replacement product is no longer available as the product is no longer manufactured or available. If this occurs, Case-Mate will offer an alternate product of equal or lesser value. We do not offer refunds or store credit as a resolution to any warranty claim.

Important note regarding reseller purchases: If you choose to purchase a Case-Mate product somewhere other than Case-Mate, please take care to purchase your item from an authorized case-mate reseller. You deserve the best quality and service we can offer. We will gladly honour our product warranty for reseller purchases, however, we will need you to provide proof of purchase as well as evidence that the item was purchased in new condition.

 

How do I return an item?

We are happy to assist you with a return. If you would like to return or exchange an item purchased at case-mate, please submit a support request for a Return Merchandise Authorization number (RMA#). Your RMA is valid for 30 days – please send the item back to us in a timely manner to be eligible for a refund or exchange.

Return guidelines:

  • Please send the returned merchandise back in its original packaging, and returned in the same new condition as when sold to you, including all packaging, parts, accessories, manuals, and documentation. We do not charge re-stocking fees. Your only cost for returning the item(s) is the cost of shipping your product back to case-mate.
  • Your RMA is valid for 30 days – please send the item back to us in a timely manner to be eligible for a refund or exchange.
  • We highly recommend using a shipping method that offers package tracking. It is almost impossible to process a return or exchange if we have not received your merchandise.
  • We will gladly issue a replacement for your defective item. Depending on the issue, and to verify the claim, you may be asked to return the item to Case-Mate (at our expense), or we might ask you for evidence of the defect through a photograph to expedite the warranty claim process.
  • Please allow 3-5 business days for your claim to be processed. Once your claim is approved, your warranty replacement will be shipped. If you would like to receive the item more quickly, we are happy to ship the item with an expedited service at your expense.
  • We will gladly honor the Case-Mate product warranty for items purchased from resellers in new condition as outlined in our warranty policy.

Exchange Guidelines:

  • Exchange orders are processed within 3 to 5 business days once the returned item is received.
  • If you are exchanging an item and prefer not to wait for the item to be processed by Case-Mate, please place a new order for the replacement item and we can process the original order being returned as a refund.
  • Once the item is received, your refund, will be processed within 2 -3 business days. If you are expecting refund, we will issue the refund back to appropriate account based on the original method of payment. Please understand that in may take 5 to 7 business days for the bank to process the credit to your account.

Please send your item to Case-Mate, Block 10-5, Blanchardstown Corporate Park, Ballycoolin, Dublin 15, Ireland.

 

How do I return an item if I did not purchase it on Case-Mate?

Please return the item to the original reseller for a refund or exchange. We are unable to assist you in returning an item that was not purchased on our site.

If you purchased the item(s) from an authorized reseller or distributor and the product is defective, please return the product to the reseller for an exchange or refund. If you are unable to obtain an exchange, you may contact our Customer Service Team for instructions on filing a reseller warranty claim.

 

Can I return a custom order?

Any custom orders, such as DIY or IMMC, are your unique creative expressions. Because they are one of a kind and unique to you, they are not returnable unless they are defective. Please contact our Customer Service Team and they will be happy to answer any questions you have about your one of a kind order.

 

If my device gets dropped does the Case-Mate warranty cover damage to my device?

Our official policy states: All case-mate products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse of the product. Case-Mate will not be liable for any indirect, incidental, or punitive damages arising from the use of this product.

Our cases are designed with impact resistance in mind. Clearly we offer different levels of protection for your device. We want to help you protect it.  Bottom line, any time a device is dropped, even from the smallest of heights, there is risk of damage. There is not a case on the market, from any case manufacturer, that can guarantee you 100% protection. Make the best case choice for your lifestyle!!

 

Additional Information?

Orders returned to Case-Mate due to incorrect or missing address information, shipping fees are non-refundable. Additional shipping charges will apply to re-ship the items to the correct address.

Orders refused by the recipient without an RMA number, previously informing Case-Mate and/or returned to Case-Mate for non payment of Customs Duties and Taxes are non refundable. Please see our above section on returning items for further information.

 

Can’t find your answer?

If you still can’t find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

 

Cancellation Policy

How do I stop an order I made?

We process orders and ship very quickly, it is an automated process, so please contact us as soon as possible! We will do our best to stop the order or make the needed changes but please understand that sometimes orders can’t be stopped once they have processed in the fulfilment center.

 

My order shipped and I want to cancel

In the event we are unable to stop the order, we can of course offer you a return service. To request this, please submit a support request for a Return Merchandise Authorization number (RMA#). For further information you can see our Returns section.

 

I ordered by mistake

In the case of an incorrect order, we will gladly help you place the correct order and provide you all the details you need to return the item that was ordered incorrectly. We will do our best to make it as easy as possible.

 

Can’t find your answer?

If you still can’t find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

For more information visit Case-Mate

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