Return & Refund Policy

We want you to feel confident shopping at CaseBei. If something is wrong with your order, please contact us and we’ll do our best to help.

This Return & Refund Policy explains when returns, exchanges, replacements, and refunds may be available.

1. Return Window

You may request a return within 14 days of delivery.

To be eligible for a return, the item must:

• Be unused and in its original condition
• Include original packaging where applicable
• Show no signs of wear, installation damage, scratches, or misuse
• Be returned with all included accessories or components

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

2. How to Request a Return

To request a return, email us at hello@casebei.com and include:

• Your order number
• The item you would like to return
• The reason for the return
• Photos of the item where requested

We will review your request and provide return instructions if your return is approved.

3. Return Shipping Costs

If the return is due to a change of mind, incorrect model selection, or other reason not caused by CaseBei, return shipping costs are generally the responsibility of the customer.

If the item is damaged, defective, or incorrect due to our error, we will review the situation and provide an appropriate solution, which may include a replacement, refund, or other resolution.

4. Incorrect iPhone Model Selection

Please check your iPhone model carefully before placing your order.

Cases and screen protectors are made for specific iPhone models and sizes. If you order the wrong model, the item may not fit your phone.

Returns caused by incorrect model selection may be accepted if the item is unused, undamaged, and otherwise eligible under this policy.

Return shipping costs in this situation are the responsibility of the customer.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem
• Photos of the packaging where relevant

Once we review the issue, we may offer a replacement, refund, partial refund, or another suitable solution depending on the situation.

6. Color and Appearance Differences

We do our best to provide clear product photos and videos.

However, colors may appear slightly different depending on lighting, photography, screen settings, device display, and manufacturing variation.

Small differences in color, pattern placement, finish, texture, or appearance do not automatically mean that an item is defective.

7. Non-Returnable Items

Certain products may not be eligible for return where permitted by law, including:

• Items that have been used, worn, installed, or damaged after delivery
• Screen protectors that have been opened, removed from protective film, or installed
• Stickers that have been removed from their backing or used
• Items damaged due to improper installation or misuse
• Clearance or final-sale items where clearly marked
• Personalized or customized items, if offered
• Gift cards, if offered

Nothing in this section limits any rights you may have under applicable consumer protection laws.

8. Exchanges

If you would like a different model, color, or item, please contact us first.

Depending on the situation and product availability, we may offer an exchange or ask you to return the original item and place a new order.

Exchange shipping costs may apply where the exchange is not caused by an error on our part.

9. Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will generally be issued to the original payment method.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or required by applicable law.

10. Refund Processing Time

After we issue a refund, it may take additional time for the amount to appear on your account.

Processing times vary depending on your bank, card issuer, PayPal, or other payment provider.

In many cases, refunds may take approximately 3–10 business days after they have been issued.

11. Partial Refunds

In certain situations, only a partial refund may be available.

This may include cases where:

• An item is returned with missing packaging or components
• The item shows signs of use or handling beyond what is reasonably necessary to inspect it
• The item has been damaged after delivery
• Only part of an order is being refunded

Any partial refund will be assessed based on the condition of the item and the circumstances.

12. Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible at hello@casebei.com.

We will do our best to help, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been shipped.

13. Packages Returned to Sender

If a package is returned to us because of an incorrect or incomplete address, failed delivery attempt, refusal, or other issue caused by the recipient, additional shipping costs may apply before the order can be sent again.

If a refund is requested instead, original shipping charges and any applicable return-related costs may be deducted where permitted by law.

14. Lost or Missing Orders

If your package appears to be lost in transit, please contact us with your order number.

We may need to review tracking information or open an investigation with the carrier before a replacement or refund can be issued.

15. Packages Marked as Delivered

If tracking shows your package as delivered but you cannot find it, please first check:

• Around your delivery location
• With household members
• With neighbors
• With your building reception or mailroom
• Any delivery photo or location information provided by the carrier

If the package still cannot be located, contact us and we’ll review the available delivery information with you.

16. Chargebacks and Payment Disputes

If there is a problem with your order, we encourage you to contact us first so we have an opportunity to help resolve the issue.

Filing a chargeback or payment dispute may delay the resolution process while the payment provider investigates the claim.

17. Consumer Rights

Nothing in this policy is intended to limit or exclude any mandatory rights available to you under applicable consumer protection laws.

Depending on your country or region, you may have additional legal rights regarding returns, refunds, defective products, or distance purchases.

18. Contact Us

If you have questions about a return, exchange, refund, or order issue, please contact us:

CaseBei
Shenzhen, China
Email: hello@casebei.com
Website: casebei.com