Refund policy

Returns & Refunds                                                                                                   We hope you love your Charmful Cases order. If there is an issue with your order, please contact us at shopcharmfulcases@gmail.com.

Non-personalised items
For eligible non-personalised items purchased online, you may notify us within 14 days of receiving your order if you wish to cancel and return it. Items should be unused, in the same condition in which they were received, and returned with any original packaging.

Custom and personalised items
Build Your Own Cases and any products made specifically to your selected phone model, case colour, charm choices or other personal requests are custom or personalised products. These items cannot normally be returned or exchanged simply because you have changed your mind. 

This does not affect your legal rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights. 

Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us at shopcharmfulcases@gmail.com with your order number and clear photos of the issue so we can review it and help resolve the problem.

Returns
Please contact us before sending anything back. If your return is accepted, we’ll provide instructions on where and how to return your item. Returns sent without contacting us first may not be accepted.

Exchanges
For eligible non-personalised products, please contact us if you would like an exchange. Custom or personalised products cannot normally be exchanged unless they are faulty, damaged or incorrect.

Refunds
Once an approved return has been received and inspected, we’ll let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Order changes and cancellations
If you need to change or cancel an order, please contact us as soon as possible. Once a custom or personalised order has started being prepared, we may not be able to change or cancel it.