Returns and refunds
Last updated: August 16, 2026
Our promise
If something is wrong with your order, tell us and we will fix it.
Return window
You have 30 days from the delivery date to ask for a return.
What can be returned
To be accepted, an item must be:
- Unused and in the same condition you received it
- In its original packaging
- Complete, with any parts or accessories it came with
What cannot be returned
- Custom cases. These are made to your design, so we cannot resell them. We will still replace or refund a custom case if it arrives damaged, faulty, or printed wrong on our end.
- Items returned after 30 days
- Items that have been used, marked, or damaged after delivery
- Gift cards
How to start a return
Send the item(s) back using the prepaid label in the box.
Return shipping cost
If the item is faulty, damaged, or we sent the wrong thing, we cover the return shipping.
If you changed your mind or ordered the wrong model, you pay the return shipping. Original shipping charges are not refunded.
Refunds
Once we get your return and check it, we email you to confirm.
If approved, we refund to your original payment method within 5 working days. Your bank or card provider may take a few extra days to show the money in your account.
If your return is not approved, we email you to explain why and send the item back to you.
Exchanges
We only replace items that are faulty, damaged, or the wrong model. If you want a different case, return the one you have for a refund and place a new order.
Damaged or wrong items
If your order arrives damaged or you got the wrong item, email contact@caseszilla.com within 7 days of delivery. Include your order number and clear photos. We will replace it or refund you, whichever you prefer.
Late or missing refunds
If you have not got your refund yet:
- Check your bank account again.
- Contact your card company. It can take time to post.
- Contact your bank. There is often some processing time.
If you have done all of this and still have not got your refund, email contact@caseszilla.com
Questions
Email contact@caseszilla.com