Return & Refund Policy

At Case Heaven, we want you to love your purchase. Please review our return policy carefully before placing an order.

🇺🇸 U.S. Orders (Domestic Returns)

    •    Returns are only accepted within the United States.

    •    You may request a return within 30 days of the purchase date.

    •    Items must be unused, in their original condition, and in original packaging

Once your return is received and inspected, we will notify you regarding approval. Approved refunds will be issued to the original payment method.

🌍 International Orders (Outside the U.S.)

    •    We do not accept standard returns for international orders.

    •    However, if your order was placed outside of the United States and you received:

    •    A damaged product

    •    The wrong product

    •    A misprint or manufacturing error

Please contact us within 30 days of delivery.

Include your order number and clear photos of the issue. Once reviewed, we may offer a refund or replacement, depending on the situation.

❌ Non-Returnable Items

    •    Used or damaged items not caused by our error

    •    Issues reported after 30 days

    •    Items returned without prior approval

📩 How to Start a Return or Refund Request

Email us at Support@caseheaven.org with:

    •    Your order number

    •    A brief explanation of the issue

    •    Photos (if applicable)

We aim to respond within 1–3 business days

 

Delivery Responsibility

Once an order has been shipped and marked as delivered by the shipping carrier, CaseHeaven is no longer responsible for lost or stolen packages.

If your tracking information shows that your package was delivered but you cannot locate it, we recommend taking the following steps:
• Check your mailbox, cluster mailbox, or parcel locker.
• Check with neighbors or household members.
• Contact your local post office for assistance.

We are always happy to help open a case with the carrier if needed, but we cannot guarantee replacements or refunds for packages that are confirmed as delivered.

Exchanges

We currently offer exchanges for eligible items. If you would like to exchange your item for a different size, model, or finish, please contact us within 30 days of delivery.

 

• Exchanges are processed once the original item is returned and inspected

• Items must be unused and in original packaging

• Customers are responsible for return shipping costs unless the item is defective or incorrect

  Return Shipping Costs

   

  • If the return is due to our error (wrong item, damaged, or defective), we will provide a prepaid return label at no cost

  • If the return is due to customer preference (wrong size selected, change of mind, etc.), the customer is responsible for return shipping costs

   

  
  

  Shipping fees are non-refundable unless the return is due to our error

  Return Processing Time

  Please allow 3–5 business days for us to inspect your return once it has been delivered.

  
  

  After approval:

   

  • Refunds may take 5–10 business days to appear depending on your bank

  • Exchanges will be shipped within 2–4 business days

     

     

    Order Changes & Cancellations

    Orders are processed quickly, so we cannot guarantee changes or cancellations once an order has been placed.

    
    

    If you need to make a change, please contact us as soon as possible and we will do our best to assist.

Incorrect Shipping Address

Customers are responsible for entering the correct shipping address at checkout.

We are not responsible for orders shipped to incorrect addresses provided by the customer. If an order is returned to us due to an incorrect address, the customer may be responsible for reshipping fees.

Store Credit

In some cases, we may offer store credit instead of a refund. Store credit does not expire and can be used on any future purchase.