Refunds & Returns Policy
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time(30 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of icasecollections(i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of icasecollections
*You can submit refund requests within 15 days after the guaranteed period for delivery (30 days) has expired. You can do it by sending a message on Contact Us page.
*Please note that the purchase mistake on selecting model from customer, and we have ship the collect model base on customer order model, it will not cover on any return/refund policy, for example, if customer ordered an "iPhone 7", and we have made and shipped "iPhone 7" to the customer, then the customer said they received the "iPhone 7" case, but want "Samsung Note 10 case", so this order will not cover on the return/refund policy, and please do double check when you place the order with collect model case you need.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, perhaps for a different model in case. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Business Posting Address: P.O. Box 256, Ma On Shan Post Office, N.T. Hong Kong