Return &Exchange Policy
Please contact us before returning any item by email: sty@casehup.com
Cancellation
We accept order cancellation within 12 hours after placing the order. If the order is canceled you will get full refund in 2-3 days.
We cannot cancel the order if the product is already shipped out.
If you want to cancel the order, please contact us by email: sty@casehup.com (attached your order number or confirmation email)
30-Day Unconditional Refund Guarantee for Unopened & Unused Items
Unopened & Unused products could be returned for a full refund for any reason within 30 days of the date of purchase. Most importantly, we will refund you after the warehouse inspect and confirm the parcel. Kindly note: Please contact our support email for the return address.
All return shipping charges must be prepaid. COD deliveries will be rejected. For non-quality related warranty claims, buyer is responsible for shipping costs.
All the products and accessories must be included into the original packaging. Used/less return item will be rejected.
Please send the return parcel pictures and tracking number to support email: sty@casehup.com. Otherwise, your return will be rejected. Returns may be rejected if items do not meet the above requirements.
Products can be returned within 15 calendar days of the shipment receiving date. For non-quality-related issues with expired warranties, returns will be rejected.
If you want to return your product, please contact us via email: sty@casehup.com (attached the order number and the status of the products)
The customer Service team will confirm with you for the return reason, and will also need you to provide the product and package photos from different angles.
The email should contain：
1. Your order number.
2. Photos that clearly show the appearance of all sides of the product
3. Photos of the complete accessory display
4. Photos of the original packaging
Please note that the 15-day guarantee must meet the following requirements:
* The product and accessories with the original packaging.
* The product and accessories shouldn't be any cracks, dents, scratches, or any factors that may affect re-sales.
Once your return has been received, please allow us up to 10 business days to process your refund. On your bank side, it usually takes 7-10 business days for a credit to appear on your credit card statement. For disputed orders, it takes 3-6 months to resolve.
12 Months Warranty
We are responsible for any quality defects and offer you 12-month warranty for any quality problem. If the buyer has damaged/misused the item(s), it will not be eligible for warranty.
We provide replacement or refund after confirmation via sty@casehup.com
(attached the order number and the status of the products)
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you have done above all and you still have not received your refund, please contact us at sty@casehup.com
Exclusions
casehup.com's warranty does not apply to:
Misused/abused/damaged by accident/damaged due to acts of nature. (For example lightning strikes, tornadoes, hurricane and such)
Unauthorized modification/repair/dis-assembly or operation not in accordance with the official instructions or manuals;
Non-quality related issues
Items purchased from unauthorized resellers
Used for special application other than normal consumer usage
Lost /stolen/free/refunded product
Not able to provide valid proof of purchase
Address: Room 1003, 10th Floor, Witty Commercial Building, 1A-1L Tung Choi St, Mong Kok, Hong Kong
Contacts our team at sty@casehup.com
Mon-Fri 9AM-6PM (HKT)