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Refund policy
Casecanva · Returns & Refunds
How returns, exchanges, and refunds work
We want you to be happy with your purchase. If something isn’t right, this policy explains how to return an item, what can and can’t be returned, how exchanges work, and when to expect your refund.
Contents
1Return window and eligibility
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Here is how the process works from start to finish:
How a return works
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1
Day 0
Your order arrives
Check it as soon as it arrives. If anything is damaged or wrong, see Section 3.
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2
Within 30 days
Request your return
Email hello@casecanva.com to start a return.
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3
Once accepted
Get your label
We send you a return shipping label and instructions on how and where to send your package.
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4
Then
Ship it back
Same condition as received, with tags, in the original packaging, with proof of purchase.
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5
After inspection
Refund
Approved refunds go back to your original payment method within 10 business days.
To be eligible for a return, your item must be
Unworn or unused
In the same condition that you received it.
With tags
Any original tags still attached.
In its original packaging
Returned in the packaging it came in.
With proof of purchase
The receipt or another proof of purchase, such as your order confirmation.
2How to start a return
Starting a return takes three steps:
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1
Email us
Write to hello@casecanva.com within 30 days of receiving your item. Include your order number and which item(s) you would like to return.
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2
We review your request
We’ll let you know whether your return is accepted. If it is, we’ll send you a return shipping label and instructions on how and where to send your package.
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3
Send it back
Pack the item in its original packaging, with tags and proof of purchase, and ship it using the label and instructions we sent.
Please wait for confirmation before shippingItems sent back to us without first requesting a return will not be accepted.
Return shipping
If your return is accepted, we’ll send you a return shipping label as well as instructions on how and where to send your package. Please use the label and instructions we provide, and keep any tracking details until your refund has been completed.
You can always contact us with any return question at hello@casecanva.com.
3Damaged, defective, or wrong items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Check your order
Look over your items as soon as your package arrives.
Tell us right away
Email hello@casecanva.com with your order number and a description of the problem.
We’ll make it right
We evaluate the issue and work with you to resolve it.
4Non-returnable items
Certain types of items cannot be returned. The table below shows what is and isn’t eligible. Please get in touch if you have questions or concerns about your specific item.
| Item type | Examples | Returnable? |
|---|---|---|
| Standard items | Unworn or unused items with tags, in original packaging, with proof of purchase, requested within 30 days of delivery. | Eligible |
| Sale items | Items purchased on sale. | Not eligible |
| Gift cards | Digital or physical gift cards. | Not eligible |
| Custom products | Special orders or personalized items. | Not eligible |
| Personal care goods | Such as beauty products. | Not eligible |
| Perishable goods | Such as food, flowers, or plants. | Not eligible |
| Hazardous materials | Flammable liquids or gases. | Not eligible |
Unfortunately, we cannot accept returns on sale items or gift cards. If you are unsure whether your item can be returned, email us before sending anything back.
5Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
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1
Request a return
Email us about the item you have, following the steps in Section 2.
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2
Order the new item
Once your return is accepted, place a new order for the item you want so it isn’t held up waiting for the return.
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3
Send the original back
Ship it with the label we sent. Your refund for the original item follows the process in Section 6.
6Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
| Stage | What happens | Timing |
|---|---|---|
| We receive your return | We inspect the item and notify you whether the refund is approved. | After your package arrives |
| Refund approved | You are automatically refunded to your original payment method. | Within 10 business days |
| Bank or card processing | Your bank or credit card company processes and posts the refund. | Additional time, varies by provider |
| Still waiting? | Contact us at hello@casecanva.com and we’ll look into it. | If more than 15 business days have passed since approval |
7European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
Same condition requirements applyAs above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
8Contact us
Questions about a return, an exchange, or a refund? Email us with your order number and we’ll get back to you.
hello@casecanva.com