Return & Refund Policy

Last updated: September 28, 2026

Things happen. We’re here to help. O’Case offers a 30-day return request window starting from the date your order is delivered, subject to the conditions and customized-product exceptions below. All O’Case products are made to order.

30-Day Return Window

Please contact us within 30 calendar days after delivery to request an eligible return or report a damaged, defective, incorrect, or missing item. Include your order number, the email address used at checkout, and clear photos or videos where relevant.

For an eligible return for personal reasons, products must be unused, in their original condition, and with their original packaging. Customized or personalized products are excluded from personal-reason returns as described below. Statutory consumer rights are preserved.

Customized and Personalized Products

Customized or personalized products, including products identified as customized in the Scoop Gift Collection, cannot be returned or refunded because you changed your mind, selected the wrong phone or AirPods model, chose the wrong color or style, or for another personal reason, except where applicable law requires otherwise. These exclusions do not remove your rights for damaged, defective, incorrect, or misdescribed goods.

Cancellation Within 12 Hours

You may cancel your order within 12 hours after placing it for a full refund, without giving a reason. Please contact us as soon as possible within this window.

After 12 hours, production or preparation may have started, so cancellation cannot be guaranteed. Customized or personalized orders cannot be cancelled for personal reasons after this window, except where applicable law requires otherwise. Eligible returns after delivery follow the 30-day rules above.

Order and Address Changes

Before shipment, please contact us as soon as possible if you need to change the model, color, style, quantity, or shipping address. We will try to help, but changes are not guaranteed once production or preparation has begun. For address changes, contact us within 12 hours after placing the order.

Once an order has shipped, order details and the shipping address cannot be changed. If an incorrect or incomplete address supplied by the customer causes a parcel to be lost, returned, delayed, undeliverable, or destroyed, a refund is not automatic. If the parcel is returned and you request reshipment, you are responsible for the additional shipping cost, except where applicable law requires otherwise.

Pre-Order Items

Pre-orders follow the same cancellation and return rules, including the customized-product exception. Pre-order items are expected to ship within 30 business days after the order is placed. Please refer to our Shipping Policy for shipping information.

Damaged Products and Serious Quality Issues

Contact us within 30 calendar days after delivery and include clear photos or videos. Examples include a cracked phone case, broken AirPods case, detached magnetic parts, a serious printing error, or a product that cannot be properly installed or used.

For confirmed product damage, you may choose a free replacement or a full refund. Confirmed serious quality issues may qualify for a full refund. If only the outer packaging is damaged and the product is safe and undamaged, that alone does not qualify as a product-damage claim.

Wrong Items, Missing Items, or Incorrect Quantities

Contact us within 30 calendar days after delivery with photos and your order details. We may arrange a free replacement of the correct or missing item, or offer store credit with your agreement.

If a replacement cannot be provided or you do not accept store credit, we will arrange a full or partial refund according to the affected item or items and the issue. Store credit will not replace a monetary refund that applicable law requires.

Minor Differences

Slight color differences caused by screens or lighting, and minor production variations that do not affect normal use, do not by themselves qualify as serious quality issues. We may offer a small store credit voucher. Any otherwise eligible personal-reason return remains subject to the 30-day return conditions, and statutory rights for misdescribed or non-conforming goods remain unaffected.

Return Approval, Address, and Shipping Costs

Please contact us for approval and instructions before sending an item back. For damaged, defective, or incorrect goods, O’Case will decide whether the item needs to be returned based on the circumstances. Unapproved returns may not be accepted, except where applicable law requires otherwise.

Returns address:
Qilong Guizhou Ta Suite 2413 Gui Yang Shi, 550001 Guizhou, PRC

Customers pay return shipping costs for eligible personal-reason returns. O’Case pays approved return shipping costs for confirmed quality issues or goods sent incorrectly by us. Please follow our return instructions before arranging shipping.

Exchanges

We do not offer direct exchanges. For an eligible return, you may request a refund and place a new order for another model, color, style, or product. Replacements for confirmed O’Case errors or product problems are handled under the sections above.

Refund Method and Timing

Approved refunds are issued to the original payment method. Refunds are usually processed within 5–10 business days after approval. Your bank, card company, or payment provider may need additional time to post the refund. Where applicable law requires a different refund deadline, that requirement takes precedence.

Delayed Shipment, Delivery Delays, and Lost Parcels

If your order has not shipped within the stated processing time, contact us so we can review the status, updated estimate, and available resolution. The 12-hour cancellation window does not limit any cancellation or refund rights you have under applicable law for delayed shipment.

If your parcel has not arrived more than 35 calendar days after shipment, please contact us. We will check tracking and may offer store credit for the wait.

If more than 45 calendar days have passed after shipment, your parcel has not arrived, and there has been no tracking update, contact us to investigate and review replacement or refund options. If the carrier confirms that the parcel is lost, O’Case will arrange a free reshipment or a full refund.

Marked Delivered but Not Received

Please check your mailbox, door or porch, reception or mailroom, neighbors, and local post office or delivery point. O’Case will help review the tracking information. A delivered scan does not automatically qualify for a refund or replacement; we review the circumstances, without limiting any rights applicable law gives you.

Refused Parcels

Refusing delivery does not count as an approved return and does not automatically qualify for a refund. If a refused parcel is returned to us, we will review the circumstances and may offer reshipment at the customer’s expense, subject to applicable law.

Store Credit and Vouchers

Store credit or vouchers may be offered for shipping delays or minor issues. They cannot be exchanged for cash or applied retroactively to completed orders. The amount and conditions will be communicated when offered, and vouchers do not replace a refund required by applicable law.

Contact

Email: customerservice@ocase.store
Customer service and returns address: Qilong Guizhou Ta Suite 2413 Gui Yang Shi, 550001 Guizhou, PRC
Customer service hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8).

Nothing in this policy excludes or limits statutory consumer rights, including rights relating to defective or non-conforming goods or any mandatory right of withdrawal.