Refund policy

At Case City, we strive to ensure your satisfaction with every purchase. However, if you encounter any issues with your order, please refer to our return/exchange and refund guidelines below:

Eligibility for Returns/Exchange

We accept returns/exchange only under the following conditions:

  • The product you received is damaged, incorrect, or missing.
  • To qualify for a return/exchange, we require a video recording of you unboxing the package for verification purposes. Customers are required to share a clear, uninterrupted video of the unboxing process—starting from the sealed parcel with the visible shipping label, capturing the opening of the package, and ending with a complete 360-degree view of the product. This video acts as proof of the product’s condition upon delivery.
  • Returns are only valid within 3 days of receiving the product.

Please Note: We do not accept returns on items purchased during sales or promotions or with a discount code.

How to Make a Return/Exchange

Step 1: Initiate the Return/Exchange
Contact us via WhatsApp at +91 79772 75512 to initiate the return/exchange process. Kindly provide your order number and the video of the package opening. Customers are required to share a clear, uninterrupted video of the unboxing process—starting from the sealed parcel with the visible shipping label, capturing the opening of the package, and ending with a complete 360-degree view of the product. This video acts as proof of the product’s condition upon delivery. The video should not be edited, paused, or cut at any point. This is essential for verification purposes.

Step 2: Prepare the Package
Ensure the product you wish to return is in its original packaging and condition.

Step 3: Hand Over the Package or Ship the Parcel to Us
You are required to ship the parcel back to us.
In some cases, We will arrange a pick-up for the return. Please hand over the package to the delivery executive at the scheduled time. 

Refund or Replacement

Once we receive the returned product at our warehouse, we will process the refund or dispatch a replacement as per your preference. The refund will be processed back to your original payment method.

If more than 10 business days have passed since your return was approved and you haven't received confirmation of your refund or replacement, please contact us at casecity08@gmail.com.

Important Notes:

  • Our return/exchange policy only covers products that arrive damaged, or incorrect.
  • A video of the parcel opening is mandatory for return verification. Please note: No returns/exchange will be accepted without a proper and clearly defined unboxing video as outlined described above.
  • Return requests are only valid for 3 days after the product is delivered.
  • We reserve the right not to accept the return of products which we believe are being returned after use.
  • Any request that does not fulfill the above conditions will be automatically rejected.
  • By placing an order, you agree to these terms.
  • All decisions made by the Case City team will be final and binding.

For any further questions or assistance, feel free to reach out to us via WhatsApp or email. We’re here to help!