Refund policy
Refund, Exchange & Warranty Policy
Clear rules for our 100-Day Return Window, model exchanges, print & surface standards, and our 12-Month Warranty.
- 100-Day Returns: Return any unused item in its original packaging within 100 days of delivery.
- Model Exchanges: Ordered the wrong phone size by mistake? Start an exchange in your online account at account.casebob.com.
- 12-Month Warranty: Covers heat-fused print quality, fit & shape retention, and buttons/seams for 1 full year.
100-Day Return Conditions
You may request a return within 100 calendar days from the date your package was delivered, provided these conditions are met:
- Unused Condition: All items must be completely unused, free of scratches or marks, and returned in their original packaging with all inserts intact.
- Screen & Camera Lens Protectors: Tempered glass screen protectors and camera lens protectors cannot be returned once the protective adhesive film has been peeled or opened.
- Personalized Items: Custom items made with personal text, names, or customer-uploaded artwork are final sale and non-refundable.
- Shipping Costs: Original outbound shipping fees (including priority or express shipping) are non-refundable. The customer is responsible for the cost of tracked return shipping.
How to Start a Return or Exchange
We do not include paper return forms inside packages. All returns, exchanges, and warranty claims must be registered online first:
- Log in to your customer account at account.casebob.com using the email address from your order (you will receive a one-time login code).
- Select your order, click "Request Return", and choose your reason: Refund, Model Exchange, or Warranty Claim.
- Our team reviews requests within 1–2 business days and sends you the return address along with your Return ID (your Order Number).
- Send the package back within 14 calendar days using a tracked shipping service and provide your tracking number.
Ordered the Wrong Device Model by Mistake?
Because every CASE·BOB product is made to order for the specific device model selected at checkout, please check your phone model in your device settings before ordering.
- Not a Defect: Ordering the wrong device size at checkout (for example, selecting iPhone Pro instead of iPhone Pro Max) is not a manufacturing defect or shipping error.
- How to Swap Models: Log in at account.casebob.com and choose "Exchange for Different Model".
- Easy Exchange Options: Our support team will provide simple instructions to return the unused item at your shipping expense or help you with a fast replacement option so you get the right fit quickly.
Damaged in Shipping or Wrong Item Sent
If your order arrives damaged from shipping, has a clear manufacturing defect, or does not match the model listed on your order confirmation:
- Notify us within 7 calendar days of delivery via your account at account.casebob.com or through our Contact Us page.
- Provide clear photos showing: (1) the issue on the product, (2) the full back and camera opening of the case, and (3) the shipping label on the outer package.
- Free Replacement: Once verified by our team, we will make and ship a brand-new replacement unit of the exact item ordered at no cost to you.
What to Expect from Your Print & Surface (Non-Defect Standards)
All CASE·BOB products are made to order using high-resolution heat-fused printing. Please note the following normal production standards, which are part of how our cases are made and are not considered defects:
- A. Smooth 2D Print Surface vs. 3D Visual Artwork: Many of our designs feature realistic 3D visual effects—such as brushed metal, carbon fiber, leather grain, knitted patterns, stickers, or raised textures. All designs are printed as a completely flat, smooth 2D graphic fused into the case surface so it slides smoothly into your pocket and never peels off. Cases do not have physical 3D texture or raised relief.
- B. Screen Colors vs. Physical Print: Smartphone and computer screens (OLED/LCD) are backlit, which makes bright and neon colors glow on screen. A physical case reflects normal room light, and a Matte finish naturally softens contrast slightly compared to a Glossy finish. A 5–12% difference in shade or brightness between your screen and the printed case is normal.
- C. Camera Cutouts Across 100+ Phone Models: Product photos on our website show one representative phone model. Because we make cases for over 100 different devices with different camera sizes and button positions, the artwork is scaled to fit your specific model. Slight shifts or cropping of the design around the camera opening are normal.
Packages Marked "Delivered" & The 48-Hour Wait
Once the postal carrier or courier scans your package as "Delivered" via tracking, delivery is legally complete.
If still missing after 48 hours: Check that the shipping address on your order confirmation was complete (including apartment number), check your mailbox, porch, front desk, or neighbors, and contact your local carrier with your tracking number. Need help? Reach out via our Contact Us page. CASE·BOB is not liable for packages misdelivered due to an incomplete/wrong address entered at checkout, or packages stolen after delivery.
Refused or Uncollected Packages & Incorrect Addresses
If a package is returned to sender because delivery was refused, left uncollected at a pickup point past the carrier deadline, or undeliverable due to an incomplete or incorrect address entered at checkout, the customer is responsible for the reshipping fee (or return shipping and handling costs if refunded).
12-Month Limited Product Warranty
All CASE·BOB protective cases include a 12-Month Limited Warranty from the date of original purchase. Approved warranty claims receive a one-time free replacement of the same model and design (cash refunds are not issued for warranty claims).
- Print Quality: Abnormal peeling, flaking, or premature fading of the heat-fused print during normal daily use.
- Fit & Shape Retention: The case or inner liner warping, stretching out, or losing its snug fit around your device under normal use.
- Buttons, Cutouts & Seams: Side buttons, camera bezel edges, or port cutouts splitting or failing during normal everyday handling (when not caused by a drop or impact).
- Normal everyday wear and tear, surface scratches from keys or pockets, harsh chemicals, or natural UV yellowing of clear TPU edges over time.
- Smooth 2D surface prints, normal screen-to-print color differences, or camera cutout alignment (see Section 05). Note that two-piece Tough cases consist of a separate inner liner and outer shell by design.
- Drop & Impact Cracks: Like a bike helmet, if your case cracks or scuffs during a hard drop while absorbing impact energy to help protect your phone, the case has done its job.
- Phones & Devices: Our warranty covers the CASE·BOB accessory only—never your phone, screen, laptop, or AirPods.
14-Day EU Right of Withdrawal (Ångerrätt)
Under EU Directive 2011/83/EU and the Swedish Distance Contracts Act (Lag om distansavtal), consumers residing in the European Union have a legal right to withdraw from a purchase within 14 calendar days of receiving the goods without stating a reason. To use this right, notify us within 14 days via account.casebob.com or via our Contact Us page and return the unused item within 14 days thereafter. We will refund payments received for the returned item (including standard shipping, excluding extra express shipping fees) within 14 days of receiving the goods or proof of return shipping. Direct return shipping is paid by the consumer.
Consumer Disputes: Contracts are governed by the laws of Sweden. EU consumer disputes may be referred to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden / ARN, Box 174, 101 23 Stockholm, Sweden, www.arn.se).
Legal Terms & Limitation of Liability
A. Governing Law & Exclusive Court: All purchases and disputes are governed by the laws of Sweden. Any legal claim or dispute shall be settled exclusively by the District Court of Gothenburg (Göteborgs tingsrätt), Sweden, except where mandatory consumer laws in your country of residence require otherwise.
B. Individual Disputes Only (Class Action Waiver): To the fullest extent permitted by law, all disputes must be resolved on an individual basis. You waive any right to bring or participate in any class action, collective action, or representative lawsuit against CASE·BOB or its owner.
C. Device Disclaimer & Maximum Liability: CASE·BOB products are designed to help reduce the risk of damage from everyday drops and scratches, but no protective case or accessory can guarantee 100% protection against device or screen damage in every fall or accident. Under no circumstances shall CASE·BOB or its owner be liable for any indirect, incidental, or consequential damages, including damage to any smartphone, screen, laptop, earbuds, personal property, or lost data. In all events, CASE·BOB's total maximum liability is strictly limited to the exact purchase price you paid for the CASE·BOB product giving rise to the claim.