Return Replacement And Refund Policy

What is your Return and Refund Policy?

We accept returns and offer replacements or refunds only under the following conditions: if the product is damaged in transit by the courier, if the product has a manufacturing defect, if there are fitting issues (e.g., it does not fit your phone), or if the incorrect item was delivered to you.

Please note: An authenticated unboxing video is strictly mandatory for any return, refund, or exchange claim to be processed.

The Mandatory Unboxing Video Rule:

To be eligible for a return, replacement, or refund, you must provide a high-quality unboxing video. Incomplete or edited videos will not be entertained. Your unboxing video must clearly show the following:

  • The unopened package: You must show the complete, sealed package from all sides before opening it.
  • The shipping label: The shipping label and your details must be clearly visible in the video.
  • The unboxing process: You must properly open the package on camera.
  • The product issue: The product must be shown clearly, and the damage, defect, or exact issue must be visibly highlighted in the video.

How many days do I have to report an issue?

We offer a 7-day reporting window. You must contact us regarding any issues within 7 days from the date of delivery. If you contact us within this 7-day window and our support team is delayed in responding, please do not worry—your request is safely recorded and will be processed accordingly.

Once a return or exchange is approved, the item will be picked up and sent to our warehouse for a quality check. The entire resolution process (pickup, quality check, and issuing the refund or reshipment) takes approximately 2 to 3 weeks depending on delivery speeds.

What is the policy for Customized vs. Standard Products?

Because of the nature of our items, return eligibility depends on the product category:

  • Customized Products (User-Uploaded Photos or Text): These are strictly non-returnable and non-refundable. They are only eligible for a replacement in the case of a manufacturing defect, courier damage, fitting issue, or wrong delivery. In these cases, we will only exchange the product for the exact same model and design initially ordered (model or design changes are not allowed, though address changes are permitted).
  • Standard Products (Non-Customized): If you change your mind or do not like the color, standard products can only be exchanged if the internal product packaging (not just the outer shipping package) remains completely unopened and sealed. If the packaging has been opened and the product is defective or damaged, an exchange or refund will be processed based on your preference.

What if I ordered the wrong phone model or case?

If you realize you ordered the wrong model, you can request modifications by contacting our support team via WhatsApp or Email before the order is dispatched.

If the order has already been dispatched:

  • For Custom Orders: We cannot cancel, exchange, or refund custom-printed orders once shipped. You will have to place a completely new order.
  • For Standard Orders: We can process an exchange, but the customer will be responsible for paying the reverse shipping charges (to return the incorrect item to our warehouse) as well as the forward shipping charges (to receive the newly requested item).

How does the reverse pickup and shipping cost work?

We will arrange the reverse pickup for you; you do not need to self-ship the item unless your pincode is unserviceable.

  • CaseMonkey or Courier Error: If the issue is due to our error (wrong item sent) or a courier error (damaged in transit), CaseMonkey will bear all reverse and forward shipping charges.
  • Customer Error: If the return/exchange is due to a customer error, the customer must pay both the forward and reverse shipping charges. If requesting a refund, these charges will be deducted from the refund amount. If requesting a reshipment, the charges must be paid upfront.
  • Unserviceable Pincodes: If reverse pickup is unavailable for your pincode, the resolution depends on the fault. For CaseMonkey/Courier errors, we will completely refund the order amount. For Customer errors, the customer must self-ship the item to our warehouse at their own cost before a refund or reshipment is processed.
  • The Return Address for Self-Shipping: Our support team will provide you with the exact return warehouse address when your request is approved.

How are refunds processed and are there any deductions?

If your claim is valid and proven by an unboxing video, an exchange or refund will be provided completely free of charge. (Note: If the unboxing video shows the product is severely damaged, our team may advise you to simply discard the product rather than arranging a pickup).

In the event of stock unavailability, we will issue a full refund, or you may choose to exchange it for a different variant or product from our store. If the new item's price exceeds the original item's price, you simply pay the difference.

Refund Timelines & Payment Methods:

Once your returned item reaches our warehouse and passes the quality check, the refund process will be initiated.

  • Prepaid & Partial COD Orders: The refund will be routed back to your original payment method. It typically takes 4-5 working days (excluding holidays) for the amount to reflect in your bank account or UPI.
  • COD Orders: Our support team will contact you via WhatsApp, email, or call to collect your preferred UPI ID or Bank Account details. Once initiated, the refund will reflect in your account within 4-5 working days (excluding holidays).

Refund Deductions:

  • Prepaid Orders: The actual product amount will be fully refunded with no deductions.
  • Partial COD Orders: The actual product amount will be refunded. However, the Rs. 30 Partial COD charge paid at the time of order placement is strictly non-refundable.
  • COD Orders: The actual product amount will be refunded. However, the Rs. 60 COD fee is strictly non-refundable.

What condition must the product be in for a return?

The product must be completely unused. There must be no scratches or visible signs of usage on the product. The condition of the item at the time of delivery must be clearly proven via the authenticated unboxing video.

Are there any non-returnable items?

Specific non-returnable items will be clearly mentioned on their respective product pages. Returns will not be applicable for these products. In case of any specific issues with these items, please contact our support team, and whatever resolution they provide will be considered final.

Disclaimer: Product Images and Colors:

Product images shown on our website are for illustrative purposes. Due to differences in monitor displays and screen brightness, the actual colors of the printed products may vary slightly. Returns, refunds, or replacements are not accepted for such minor color or design variations.

How do I contact support to raise a request?

Currently, we do not offer support over the phone. To raise a return, replacement, or refund request, please reach out to us through the following channels:

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