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Returns and report an issue
Manage it yourself
Returns
What are your return conditions?
• Deadline : You have 60 days from receipt to return your order.
• Wrong product or quality issue : free returns within 60 days of receipt.
• Warranty period : the warranty expires 365 days after receipt.
• Gift card : We apply a "satisfaction guaranteed" policy to all our products. This means we cover the return postage if you'd like a different product or colour. You'll receive a free returns label and a gift card to the value of your original purchase.
• Refund : The cost of the return label is at your own expense if you'd like a refund. This charge is £2.50.
• The product must be in its original condition, including packaging and accessories.
• If you paid (in part) with a gift card, you'll receive a new Phonecases.co.uk gift card to the value of your purchase.
Exceptions to the right of withdrawal
The right of withdrawal does not apply, under current legislation, to the following product categories:• Personalised goods: The supply of goods made to your specifications or clearly personalised.
a • Products excluded for hygiene reasons: The supply of sealed goods that are not suitable for return due to hygiene or health protection reasons (such as earphones) and have been opened after delivery.
• Incomplete or damaged products: Goods that have been damaged, are incomplete, or are missing original accessories due to actions attributable to the customer.
• Packaging integrity: Products whose original packaging is missing or seriously damaged, affecting their resale condition.
• Screen protectors: Screen protectors whose packaging has been opened, meaning the goods are no longer sealed and ready to use.
• Time limits: Products returned more than 365 days after the date of receipt.
What are the return costs?
• Gift card : If you choose a gift card in the return form, the return label is free of charge.
• Refund : You pay £2.50 for the return label, unless the product is faulty or was sent in error.
I want to return my product(s)
Want to return a product or report a problem? Our online returns portal makes it quick and straightforward.
1. Register your return using the "Register a return" button below, and we'll process your request within 24 hours.
2. Enter your order number and email address.
3. Select a return reason and your preferred solution.
4. Receive a return label and further instructions by email.
5. Send the product back.
6. Track the status via the emails we send you.
7. Once we've received and processed the product, you'll receive your gift card or refund.
Start a return
My product is damaged or not working!
Sorry to hear you've received a damaged or faulty product. Quality matters to us, so to find the right solution, please report the damage or fault through our online returns portal.
1. Register your return using the "Report a fault or damage" button below, and we'll process your request within 24 hours.
2. Enter your order number and email address.
3. Select a return reason and your preferred solution.
4. Receive a free return label and further instructions by email.
5. Send the product back.
6. Track the status via the emails we send you.
7. Once we've received and processed the product, you'll receive your gift card or refund.
Need help reporting a damaged or faulty product? Click the dark blue chat icon in the bottom right corner to chat directly with Chatbot Casey.
Report a fault or damage
What's the status of my return?
From the moment you register a return, we'll keep you updated by email and send any additional instructions if needed. Every email we send includes a pink button so you can check the status of your request or return at any time.
Want to know your exact current status? Click the dark blue chat icon in the bottom right corner to ask Chatbot Casey.
How long does it take to process my return?
We process your return request within one working day. Once your request has been processed, you'll receive an email with your return label and instructions for sending your parcel back to us. From the moment you drop your parcel off at the post office, the full process can take up to 14 working days. We'll keep you updated by email at every stage. As soon as we've issued your gift card or processed your refund, you'll also receive a confirmation email. After confirmation, the amount can take between one and three working days to reach your account. Your refund is issued via the payment method you used when placing your order.
Click the dark blue chat icon in the bottom right corner to chat directly with our Chatbot Casey and ask about the status of your return.
Can I return a product if I no longer have the box?
Yes, if you no longer have our shipping box, you can return your product in another cardboard box. It is important, however, to include your details and order number.
Gift card to the value of the product
Benefits of a gift card
• Free return label, with no additional costs.
• Order again yourself: simply choose a new product from our online shop.
• Ready to use straight away: you'll receive your gift card by email once your return has been processed, and you can use it immediately.
I'd like a gift card to the value of my purchase
Would you like to receive a gift card to the value of your purchase? In that case, your return is free of charge. You'll receive a free return label and, once we've received your return, a gift card for the equivalent amount, which you can use to order your replacement product. Click the button below to get started.
Receive a gift card
When will I receive my gift card?
As soon as we receive your return, you'll receive your gift card by email to the value of your purchase.
Can I return multiple orders in one parcel?
Returns cannot be combined. Please complete a separate return form for each order you wish to return and pack each order individually.
If you don't, your return may not be matched to your order in our warehouse, which is obviously something we want to avoid.
Order error
I received the wrong product
We understand how frustrating it is to receive the wrong item. That's why we want to put things right as quickly as possible.
Use the button below to report which product you received by mistake. You can then choose between a " store credit " or a " refund ". You'll receive further instructions by email within 24 hours.
Wrong product received
An item is missing from my order!
It's really disappointing when an item is missing from your order, and it's certainly not something we intend to happen.
Want to know more or need a hand? Chat directly with our chatbot Casey by clicking the dark blue icon in the bottom right corner.
Return status
I'm having trouble registering my return!
If you run into any problems registering your return, please get in touch with our customer service team. Include your order number and a description of the issue you encountered. Screenshots or photos of any error messages can also be helpful. We're happy to sort it out for you!
Can I still cancel my return?
If you've registered your return but haven't yet paid for your return label, you don't need to do anything if you change your mind. We won't send you any reminders. Already paid for the return label but haven't dropped off your parcel at a post office yet? Please contact us so we can refund the cost of the return label.
Refunds
Can I swap my gift card for a refund?
If you chose a gift card when submitting your return request, it's not possible to swap it for a refund afterwards.
I've received the wrong refund!
If you've received an incorrect refund, please contact our customer service team. We'll look into it and, if needed, put it right for you.
How long will my refund take?
We'll process your refund within 5 working days of receiving your return in our warehouse. The refund will be issued via the payment method you used. Processing times vary depending on your payment method, but generally take 1 to 3 working days.
How does a refund work if I paid entirely with a gift card?
If you pay for an order entirely with a gift card and then return it, we'll refund you in the form of a new gift card so you can choose something else.
