Refund policy

Last updated: September 2026

1. Start Here: Contact Us First

Whatever the reason — damaged, defective, wrong item, a lost order, or simply a change of heart — every refund or return starts the same way. Email us at contact@shopkaseo.com, or use the withdrawal form on our website, with your order number and the reason for your request. We review every request individually before anything moves forward, so we can point you to the right process and make sure it's resolved properly the first time. Requests made without contacting us first, or items sent to us without prior authorization, can't be processed.

2. Damaged, Defective, Wrong, or Faulty Items

Contact us with your order number, a description of the issue, and clear photos of the problem. To help us verify your claim, we may also require a short video — for example, showing a magnet not holding, or a seam that doesn't sit flush. Claims without the evidence we request cannot be processed. You do not need to send the item back — once verified, we'll send a free replacement or issue a refund, your choice.

If the item arrived damaged, wrong, or defective, contact us within 14 days of delivery (see our Damaged Items Policy). If a fault develops later during normal use, it's covered instead by our 90-day Warranty Policy.

3. Changed Your Mind? EU/UK 14-Day Cooling-Off Period

If you're in the European Union or the United Kingdom, you have 14 days after your order arrives to change your mind — no explanation needed. Just let us know, and we'll send you return instructions, including where to send the item. From there, you'll have 14 days to send it back to us, unused and in the condition it arrived in.

Since your case is made just for you, return shipping is on you for a simple change of mind — that's different from a damaged, wrong, or faulty item, which is fully covered on our end (see above). Once we've received your return, or you've sent us proof it's on its way, we'll refund everything — including your original delivery cost — within 14 days.

4. Order Hasn't Arrived

Delivery can take time, especially for international orders, but if the estimated window has passed and your order still hasn't arrived, don't just wait it out — get in touch at contact@shopkaseo.com with your order number and we'll dig into it on our end. That includes checking in with our fulfillment and shipping partners, reviewing tracking history, and working with you to figure out what happened.

If your parcel is confirmed lost in transit, we'll sort out a free replacement or a full refund, whichever you'd prefer. Full details on how we handle this — including a few things worth checking before you reach out — are in our Lost Parcel Policy.

5. Exceptions / Non-Returnable Items

Because every KASEO case is made specifically for you, we're not able to offer change-of-mind refunds outside the European Union and United Kingdom — refunds are available for damaged, defective, wrong, or lost items only, as covered above. This is different from EU/UK customers, who have a legal cooling-off right regardless of the made-to-order model.

Gift cards are non-refundable. If you're unsure whether your situation falls under an exception, just reach out — we'd rather clarify than leave you guessing.

6. Exchanges

We don't process direct exchanges. If you'd like a different design, size, or device model, the fastest route is to request a refund for the item you have (where eligible under this policy) and place a separate order for the one you actually want — that way you're not waiting on us to sort out the swap, and your new case starts production right away.

7. Refunds

Once a refund is approved, it's issued automatically to your original payment method within 14 days. From there, it can take a little additional time for your bank or card provider to process and post it on their end — that part is outside our control. If more than 15 business days have passed since your refund was approved and you still haven't seen it, contact us at contact@shopkaseo.com and we'll look into it.

Nothing in this policy limits your statutory rights as a consumer, including the 2-year legal guarantee of conformity that applies across the EU.

8. Model Withdrawal Form

If you'd like to formally exercise your EU/UK right of withdrawal in writing, you're welcome to use this model form — it's entirely optional, and emailing us directly works just as well.

(Complete and return only if you wish to withdraw from the contract.)
— To: KASEO, contact@shopkaseo.com
— I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [...]
— Ordered on [date] / received on [date]
— Name and address of consumer(s)
— Signature (only if this form is notified on paper), Date