Refund & Returns Policy

Last updated: June 17, 2026

We want you to be happy with your purchase from CasesAura. If you are not completely satisfied, you may request a return under the conditions below.

1. Returns

You have 14 days from the date of delivery to request a return.

To be eligible for a return, the item must meet the following conditions:

  • The item must be unused and undamaged.
  • The item must be returned in its original packaging.
  • The item must include all accessories or items originally included with the product.

2. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, incorrect, or significantly different from the product description:

  • Personalized or custom-made products
  • Items marked as “Final Sale” or “Clearance”
  • Items that have been used, damaged, or returned without their original packaging

3. Return Process

To start a return, please contact us first at:

support.casesaura@gmail.com

Please include your order number, the reason for the return, and photos if the item is damaged, defective, or incorrect.

After reviewing your request, we will provide return instructions. Please do not send any items back before contacting us.

Do not send returns to our registered office address unless we specifically instruct you to do so.

4. Return Shipping

For standard returns, customers are responsible for return shipping costs.

If the item arrives damaged, defective, or incorrect, we will review the issue and may offer a replacement, refund, or another appropriate solution at no additional cost to you.

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds

Once we receive your returned item, we will inspect it and notify you of the refund decision.

  • Approved refunds will be issued to the original payment method.
  • Refund processing time is usually 5–15 business days, depending on your bank or payment provider.
  • Shipping costs may not be refundable unless the item was damaged, defective, or incorrect.

6. Damaged, Defective, Incorrect, or Lost Items

If your item arrives damaged, defective, incorrect, lost in transit, or significantly delayed beyond the estimated delivery period, please contact us at:

support.casesaura@gmail.com

Please include your order number and photos where applicable. We will review the issue and may offer a replacement, refund, or another appropriate solution.

7. Exchanges

If you would like to exchange an item, please contact us first at support.casesaura@gmail.com.

Exchanges are subject to product availability. Customers are responsible for return shipping costs for standard exchanges unless the item is damaged, defective, or incorrect.

8. Late or Missing Refunds

If you have not received your refund yet, please follow these steps:

  • Check your bank account again.
  • Contact your bank or payment provider, as processing times may vary.
  • If you still have not received your refund after the expected processing time, contact us at support.casesaura@gmail.com.

9. Contact Us

If you have any questions about returns or refunds, please contact us:

CASESAURA LTD
71–75 Shelton Street, Covent Garden
London, WC2H 9JQ
United Kingdom
Email: support.casesaura@gmail.com