FREE SHIPPING ITEMS
For customers that have chosen our FREE SHIPPING (Without Tracking) option, please bear in mind that we will only provide you with our proof of shipping. You will Not be able to track your order’s whereabouts after that, and the risk of the product not arriving at your doorstep is there. If after 60 days you still haven't received your order, we will escalate the matter to our tier 2 support team and refund your money, no questions asked.
If your order is over $75, we HIGHLY RECOMMEND you choose our STANDARD SHIPPING (With Tracking) option, so that you will be able to track your order at all times until it arrives at your doorstep.
If there is an issue with your order (such as defective products, incorrect items, damaged goods, or dissatisfaction with the product), please contact us within 45 days of receiving your order. We will assist you in reviewing the relevant details. Once the review is approved, you may return the purchased product to us, and it is mandatory to clearly mark your order number on the packaging (the order number on the packaging is crucial, as we need it to process your refund accurately).
If you agree, we can also send you a replacement product—simply let us know the new model you need. Please note that do not return any items without our prior approval; our customer service team will review your request and send you further instructions once it is approved.
casegraceofficial reserves the right to refuse any return requests caused by malicious competitive practices.
Disclaimer: You will be responsible for covering the shipping costs for returning the item, unless the return is due to quality issues with the product itself.
HOW DO I RETURN AN ITEM?
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from https://www.casegraceofficial.com/ will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Items with stains, folded cards, broken seals/plastic foiling will not be accepted. If the condition of the product shipped back to us is not acceptable, we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include:
- Items purchased through retailers
- Incorrectly purchased products
- Products damaged due to customer mishandling
Returns made without a receipt may be refused. casegraceofficial reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
Shipping costs are non-refundable.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We will only cover shipping if the item is damaged and needs to be replaced.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
