Refund policy
Return & Refund Policy
Last Updated: August 2026
At ZELCASE, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are happy to help with returns, exchanges, and refunds under the conditions outlined below.
1. Return Eligibility
You may request a return within 30 days of receiving your order.
To qualify for a return, the item must:
- Be unused and in its original condition
- Include all original packaging, accessories, and documentation
- Not show signs of damage caused by misuse, improper installation, or accidental damage
- Be accompanied by proof of purchase (order confirmation or receipt)
For hygiene and quality reasons, used or damaged products cannot be returned unless they are defective.
2. Non-Returnable Items
The following items cannot be returned:
- Customized or personalized phone cases
- Clearance or final sale products
- Gift cards
- Products damaged through misuse, accidents, or unauthorized modifications
- Items returned without original packaging
3. Damaged or Incorrect Orders
If your order arrives:
- Damaged during shipping
- Defective
- Missing items
- Incorrect product received
Please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the product
- Photos of the packaging
- A brief description of the issue
We will arrange a replacement, exchange, or refund depending on the situation.
4. Exchanges
We gladly offer exchanges for:
- Different phone model
- Different color
- Different style
Exchange requests must be made within 30 days after delivery.
Items must be unused and in original condition.
5. Return Process
To start a return:
Email:
Please include:
- Full Name
- Order Number
- Product Name
- Reason for Return
- Photos (if applicable)
Our customer support team will provide return instructions and the return address.
Please do not return products without contacting us first.
Unauthorized returns may not qualify for a refund.
6. Return Shipping Costs
If the return is due to:
Our Error
Including:
- Wrong item shipped
- Manufacturing defect
- Shipping damage
We will cover all return shipping costs.
Customer Preference
If you changed your mind, ordered the wrong model, or selected the wrong color, the customer is responsible for return shipping costs.
Original shipping charges are generally non-refundable unless the return results from our error.
7. Refunds
Once we receive and inspect your returned item, we will notify you of the approval status.
Approved refunds are issued to the original payment method within 5–10 business days.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
8. Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your payment provider.
- Allow additional processing time.
If you still have not received your refund after 10 business days, please contact us.
9. Order Cancellation
Orders may be cancelled before they have been processed for shipment.
Once an order has been packed or shipped, cancellation is no longer possible.
If your order has already shipped, you may request a return after receiving the package.
10. Warranty
We stand behind the quality of our products.
If your phone case or phone stand has a manufacturing defect, please contact us within 90 days of delivery.
This warranty does not cover:
- Normal wear and tear
- Scratches from daily use
- Accidental damage
- Improper use
- Damage caused by dropping or excessive force
11. Compatibility
Please carefully verify your phone model before placing your order.
We recommend checking your device model in:
Settings → About Phone
If you are unsure which model you own, feel free to contact our customer support before ordering.
Orders placed for the wrong phone model may be eligible for exchange, but return shipping costs may apply.
12. Lost Packages
If your tracking information indicates that your package has been delivered but you cannot locate it:
- Check with family members or neighbors.
- Contact your local courier.
- Verify your shipping address.
If the package is confirmed lost in transit, we will work with the shipping carrier to provide an appropriate solution.
13. Contact Us
If you have any questions regarding our Return & Refund Policy, please contact us.
Store Name
ZELCASE
Owner
Mihai Alexandru Tiru
Address
27 Old Gloucester Street
London
United Kingdom
WC1N 3AX
Phone
+44 2038163434
This policy applies to all products sold by ZELCASE, including:
- Phone Cases
- MagSafe Phone Cases
- Shockproof Cases
- Clear Cases
- Silicone Cases
- Magnetic Cases
- Phone Stands
- Foldable Phone Stands
- Desktop Phone Holders
- Adjustable Phone Holders
- MagSafe Accessories
- Mobile Accessories