Return & Refund Policy
Last updated: August 2026
At CaseCraft, customer satisfaction is our priority. We take great care in creating high-quality phone cases, and we want you to love your purchase.
Please read our return policy below before placing your order.
Change of Mind
We do not accept returns or exchanges for change of mind, incorrect model selection, or if you simply decide you no longer want the item.
Please ensure you select the correct phone model before completing your purchase.
Custom & Personalised Products
As every personalised or custom-made phone case is created specifically for you, these items cannot be returned or refunded unless they are faulty, damaged, or incorrectly produced.
Damaged or Faulty Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order.
Email us at:
Please include:
- Your order number
- A description of the issue
- Clear photos showing the product and packaging
We will assess your claim and, where appropriate, provide a replacement, refund, or other suitable solution.
Incorrect Phone Model Ordered
Please double-check your phone model before placing your order.
Unfortunately, we cannot offer refunds or exchanges if the wrong phone model was selected during checkout.
Refunds
Once your claim has been reviewed and approved, any eligible refund will be processed back to your original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund.
Exchanges
We currently do not offer direct exchanges.
If your item qualifies due to a manufacturing fault or incorrect order, we will arrange a replacement where appropriate.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Shipping Costs
Shipping charges are non-refundable unless the return is due to our error or a faulty product.
Contact Us
If you have any questions about our Return & Refund Policy, please contact us.
Email: sales@casecraftau.com