Refund policy
Refund & Return Policy
Last updated: August 12, 2026
Thank you for shopping with Caseora. We want our return and refund process to be clear, transparent and straightforward.
This policy applies to purchases made through www.caseoracases.com. Nothing in this policy limits any mandatory consumer rights available under applicable law.
30-Day Return Policy
Caseora offers a 30-day return period starting from the day you receive your order.
The first 14 days include your statutory right of withdrawal as described below. From day 15 to day 30, Caseora additionally offers a voluntary return period subject to the conditions stated in this policy.
To request a return, please contact us at:
Email: support@caseoracases.com
Please include your order number and the item you would like to return.
Returns are accepted by mail.
Unless otherwise agreed with our customer service, approved returns should be sent to:
Caseora
Perschaweg 9
9530 Bad Bleiberg
Austria
Please do not send a return without first contacting us so that we can correctly identify and process your order.
Statutory 14-Day Right of Withdrawal
Consumers have the right to withdraw from an online purchase within 14 days without giving a reason.
The withdrawal period begins on the day on which you, or a third party designated by you who is not the carrier, receives the goods. If an order contains several items delivered separately, the period begins when the last item is received.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.
You may contact us by email or post:
Caseora
Perschaweg 9
9530 Bad Bleiberg
Austria
Email: support@caseoracases.com
Phone: +43 676 9516164
A clear statement that you wish to withdraw from the purchase is sufficient. You may also use the model withdrawal form provided at the end of this policy, but use of the form is not mandatory.
It is sufficient to send your withdrawal notice before the withdrawal period expires.
After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days after notifying us of your withdrawal.
Refunds Following a Statutory Withdrawal
If you validly withdraw from your purchase, we will reimburse payments received from you, including the cost of our standard delivery option where applicable.
If you selected a more expensive delivery method than our standard delivery method, any additional delivery cost does not have to be refunded.
Refunds will be made using the same payment method used for the original purchase, unless another method has been expressly agreed with you. We do not charge a refund fee.
We will process the reimbursement without undue delay and no later than 14 days after receiving your withdrawal notice.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Voluntary Returns From Day 15 to Day 30
In addition to your statutory rights, Caseora voluntarily accepts eligible returns for up to 30 days after delivery.
For returns requested after the statutory 14-day withdrawal period has expired, the product should be:
unused or only inspected to a reasonable extent, in a resalable condition, free from avoidable damage, and returned with its original packaging where reasonably possible.
This additional voluntary return policy does not restrict or replace your statutory consumer rights.
Once an eligible voluntary return has been received and inspected, we will notify you by email whether the return has been accepted.
Approved refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.
Return Shipping Costs
For returns resulting from a change of mind or a statutory withdrawal, the customer is responsible for the direct cost of returning the goods, unless Caseora has expressly agreed to cover those costs.
There is no restocking fee.
If you receive an incorrect, damaged or defective product, please contact us before returning it. Where the product is defective, damaged on arrival or incorrectly supplied, Caseora will provide an appropriate solution and will bear the reasonable return shipping costs where required.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective or different from what you ordered, contact us as soon as reasonably possible at support@caseoracases.com and include your order number and, where helpful, photographs showing the issue.
We will review the matter and provide an appropriate remedy, which may include a replacement, refund or another solution available under applicable consumer law.
Your statutory rights relating to defective goods remain unaffected by this policy.
Condition of Returned Goods
During the statutory withdrawal period, you may inspect the goods to the extent reasonably necessary to determine their nature, characteristics and functioning.
You may be responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary for such inspection.
The absence of original packaging does not by itself remove your statutory right of withdrawal.
For returns made only under Caseora’s additional voluntary return period from day 15 to day 30, we may require the item to be unused, in resalable condition and returned with the original packaging where reasonably possible.
Exchanges
We currently recommend returning an eligible item and placing a new order for the desired model or product.
If you received the wrong product or an incorrect iPhone model due to an error on our side, please contact us and we will assist you.
Order Cancellations
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at support@caseoracases.com.
We will try to cancel the order before fulfilment begins, but cancellation cannot be guaranteed once the order has already been processed or shipped.
If the order has already been shipped, your applicable return and withdrawal rights remain available.
Items That Cannot Be Returned
Any legally permitted exception to the statutory right of withdrawal will only apply where the law allows it and where the relevant information has been clearly disclosed before purchase.
Our standard, non-personalised phone cases are generally covered by the return rights described in this policy
Return Tracking
We strongly recommend using a trackable shipping method when returning an item.
Please keep your shipping receipt or tracking information until your return and refund have been completed.
Caseora cannot confirm receipt of a return until the shipment has reached the return address.
Contact
For all return, withdrawal and refund questions, please contact:
Caseora
Perschaweg 9
9530 Bad Bleiberg
Austria
Email: support@caseoracases.com
Phone: +43 676 9516164
Website: www.caseoracases.com
Model Withdrawal Form
If you wish to withdraw from your purchase, you may use the following form. Use of this form is not mandatory.
To:
Caseora
Perschaweg 9
9530 Bad Bleiberg
Austria
support@caseoracases.com
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following goods:
Product(s): ______________________________
Order number: ___________________________
Ordered on: ______________________________
Received on: _____________________________
Name of consumer(s): ____________________
Address of consumer(s): _________________
Date: ___________________________________
Signature of consumer(s): ________________
(only required if this form is submitted on paper)