Return & Refund Policy

Things happen. We get it.

Maybe you placed the order and suddenly thought, “Wait… am I really that into it?”
Maybe you picked the wrong phone model.
Maybe the color looked different in your imagination.
Maybe the package took longer than expected.
Or maybe something arrived damaged — which, honestly, would make us sad too.

Whatever happened, we got you.

Just one thing to know before we begin: all O’Case products are made to order. That means every piece is created specially for your order based on the model, style, color, and quantity you choose.

Because of this, our refund and return policy works by order stage.

Within 12 Hours After Placing Your Order

Changed your mind? Picked the wrong model? Accidentally ordered the wrong color? Had a late-night shopping moment?

No worries.

Within 12 hours after placing your order, you may cancel for a full refund. No reason needed.

Sad for us, but O’Case heart will go on.

This applies to:

Change of mind
Wrong phone model
Wrong AirPods model
Wrong color or style
Wrong quantity
Accidental order
Any other personal reason

Please contact us as soon as possible within this 12-hour window.

After 12 Hours

After 12 hours, your order may already be in production, preparation, printing, packaging, or fulfillment.

Since every O’Case item is made to order, we can no longer cancel, refund, return, or exchange the order for personal reasons after this point.

This includes:

“I changed my mind.”
“I ordered the wrong model.”
“I want another color now.”
“I don’t think this style is me anymore.”
“I don’t need it anymore.”

We know, feelings change. But once production starts, your case is already becoming yours.

Before Your Order Ships

Need to change your phone model, color, style, quantity, or shipping address?

Please contact us as soon as possible.

If your order has not shipped yet, we will do our best to help update it. However, changes are not guaranteed, especially if your order has already entered production.

For shipping address changes, please contact us within 12 hours after placing your order. After 12 hours, we cannot guarantee that the address can still be changed.

After Your Order Ships

Once your order has shipped, we can no longer change the order details or shipping address.

If the shipping address was entered incorrectly and the package is lost, returned, delayed, undeliverable, or destroyed as a result, O’Case is not responsible for refunding the order.

If the package is returned due to an incorrect address and you would like it shipped again, you will be responsible for the additional shipping cost.

Pre-Order Items

Pre-order items follow the same made-to-order rule.

You may cancel a pre-order within 12 hours after placing it for a full refund.

After 12 hours, pre-orders cannot be cancelled, refunded, returned, or exchanged, as production and preparation may have already started.

Pre-order items are expected to ship within 30 days after the order is placed.

Once shipped, delivery usually takes 10–25 days, depending on your location, carrier processing, customs clearance, holidays, and local delivery conditions.

If Your Product Arrives Damaged

First of all: we are sorry. That is not the O’Case experience we want you to have.

If your product arrives damaged, please contact us within 7 days after delivery and include clear photos or videos of the damaged item.

Product damage may include:

Cracked phone case
Broken AirPods case
Detached magnetic parts
Product that cannot be used properly
Shipping damage that affects the product itself

Please note: if only the outer packaging is damaged but the product itself is safe and undamaged, it does not qualify for refund, replacement, or return.

Once the damage is confirmed by O’Case, you may choose:

A free replacement without refund; or
A full refund.

If You Receive the Wrong Item

Oops. That one is on us.

If you receive an item that is different from what you ordered, please contact us within 7 days after delivery and provide clear photos of the item received.

This may include:

Wrong phone model
Wrong AirPods model
Wrong color
Wrong style
Wrong quantity
Missing item from your order

Once confirmed by O’Case, we may offer:

A free replacement of the correct item; or
A store credit voucher, so you can keep the item received without return or exchange.

Our team will review the situation and work with you on the most suitable solution.

Serious Quality Issues vs. Tiny Imperfections

Trust us, we want your O’Case to look like what you fell in love with.

If your product has a serious quality issue, please contact us within 7 days after delivery and provide photos or videos for review.

Serious quality issues may include:

Product cannot be properly installed or used
Serious printing error
Severely misaligned or blurry design
Visible product damage
Product clearly different from your order

Once confirmed, you may be eligible for a full refund.

However, some small differences are normal and do not count as serious quality issues, such as:

Slight color differences
Differences caused by screen display settings
Lighting differences in product photos
Minor production variations
Texture or material feel not matching personal expectations
Small imperfections that do not affect normal use

For slight color differences or minor imperfections, O’Case may offer a small store credit voucher as a little “we still care” gesture. Refunds or exchanges will not be provided for minor differences.

If Shipping Takes Longer Than Expected

We know waiting is not fun. Especially when your case is cute.

Once shipped, delivery usually takes 10–25 days depending on your location and local logistics conditions.

If your package has not arrived more than 35 days after shipment, please contact us. We will help check the tracking information and may offer a store credit voucher as compensation for the wait.

If your package has not arrived more than 45 days after shipment and there has been no tracking update, or if the carrier confirms that the package is lost, O’Case may offer a replacement or refund depending on the situation.

Shipping delays do not automatically qualify an order for a refund. Each case will be reviewed based on tracking information, carrier updates, and actual delivery status.

If Tracking Says Delivered, But You Cannot Find It

The package says “delivered,” but it is playing hide and seek?

Please first check:

Your mailbox
Your front door or porch
Your building reception or mailroom
Your apartment leasing office
Your neighbors
Your local post office or delivery point

O’Case can help review the tracking information. However, if tracking shows the package was successfully delivered, O’Case is not automatically responsible for refunding or replacing the order.

We will always try to support you where possible, but refund or replacement is not guaranteed for packages marked as delivered.

Refused Packages

Refused packages are not eligible for automatic refund.

Because all O’Case products are made to order, refusing delivery does not count as an approved return and does not automatically qualify the order for a refund.

If a refused package is returned to us, we will review the situation and may offer reshipment at the customer’s expense.

Returns

For non-quality-related reasons, returns are not accepted after the 12-hour cancellation window.

For damaged, defective, or incorrect items, O’Case will decide whether the item needs to be returned based on the specific situation.

Please do not send anything back without contacting us first.

Unauthorized returns will not be accepted and may not be eligible for refund, replacement, or store credit.

Exchanges

We do not offer exchanges for made-to-order items.

If you would like a different model, color, style, or product, a new order will need to be placed.

If the issue was caused by O’Case, such as an incorrect item, damaged product, or confirmed serious quality issue, we will handle it according to the relevant sections of this policy.

Refunds

Approved refunds will be issued to the original payment method.

Refunds are usually processed within 5–10 business days after approval.

Please note that your bank, credit card company, or payment provider may need additional time to post the refund to your account.

Store Credit & Vouchers

O’Case may offer store credit or vouchers in certain situations, including shipping delays, minor color differences, minor imperfections, or other non-serious issues.

Store credit and vouchers cannot be exchanged for cash.

Store credit and vouchers cannot be applied retroactively to completed orders or used as a cash refund.

O’Case reserves the right to determine the amount, eligibility, and conditions of any store credit or voucher.

Quick Summary

Within 12 hours after placing your order: full refund available, no reason needed.

After 12 hours: no cancellation, refund, return, or exchange for personal reasons.

Before shipping: order changes may be possible, but not guaranteed.

After shipping: order details and shipping address cannot be changed.

Damaged product: contact us within 7 days with photos or videos.

Wrong item: contact us within 7 days with photos.

Shipping delay over 35 days: we help check and may offer a voucher.

Shipping delay over 45 days with no update or confirmed loss: replacement or refund may be offered.

Delivered but not found: we help review, but refund or replacement is not guaranteed.

Made-to-order items: no regular exchanges.

Final Note

O’Case reserves the right to make the final decision regarding refunds, replacements, returns, store credit, or vouchers based on order status, production status, shipping status, product condition, and the evidence provided.

By placing an order with O’Case, you agree to this Return & Refund Policy.

For any questions, please contact us at: customerservice@ocase.store