- Eligibility for Returns and Exchanges
- Time Frame: Items must be returned or exchanged within 10 days of receiving your order (based on the delivery date on the tracking record, if applicable).
- Condition: Products must be unused, unopened, and in their original packaging.
- Receipt: A valid proof of purchase is required.
- Process for Returns and Exchanges
- Contact: Please contact us with the reason for return within the specified time frame to receive detailed return instructions.
- Refund Method: Returns will be refunded in your original form of payment. If payment was made using credit/debit card or bank account, there might be a lead time required by PayPal to set up the credit transaction with your bank.
- One-Time Exchange: We only accept a one-time exchange. Contact us with the details of the new design, device type, case type, or color. Any price difference will be charged.
- Exclusions: Klarna orders cannot be exchanged, only refunded.
- Limitations on Returns and Exchanges
- Customized Products: Returns on customized items for reasons other than our error will be subject to a 50% processing fee on the refund amount.
- Shipping Fees: Shipping and express shipping fees are non-refundable.
- Specific Payment Methods: If Cash on Delivery, Thailand Online Banking, or PromptPay is selected as the payment method, only returns for exchange or store credits are allowed.
- Retail Store Purchases:
- General: Only same-day refunds are allowed for retail store purchases (except specific countries).
- Australia, China, Japan, Korea: Returns and refunds are accepted within 10 days of purchase.
- France: Returns and refunds are accepted within 30 days of purchase.
- Korea: Customized items and changes of device model or product type are not allowed for return or exchange within the 10-day period.
- Australia and Thailand: Customized items are not allowed for return or exchange.
- Singapore: Changes of device model or product type are not allowed for return or exchange.
- Final Sale Items: Items from Friends & Family Sale, Archive Collection, Outlet, Sale Collection, Premium Box Sets, Earbuds Collectible Case, Basketball, Sticker, Co-Lab Collection Phone Charm, and other specified items are final sale and cannot be returned or refunded.
- Discontinued/Out-of-Stock Products: These may be replaced by a similar option.
- Gift With Purchase (GWP): GWP items are not refundable or exchangeable for cash. If returning an order with a GWP, the GWP must also be returned.
- Return Labels
- Responsibility: Customers are responsible for all fees involved in returning items. It is recommended to use registered and traceable services for return packages.
- US Online Orders: Contact us within 10 days of receiving your order to receive a return label. No return label will be provided for retail store orders.
- Store and Online Order Returns
- Online Orders: Returns and exchanges for online orders cannot be processed in retail stores. Contact us for return instructions.
- Klarna Orders
- Refund Only: Exchanges are not allowed for orders placed via Klarna. Contact us for refund procedures within the specified time frame.
By following these organized terms and conditions, you can ensure a smooth and clear process for handling returns and exchanges. If you have any further questions or need assistance, please don't hesitate to contact our customer service team.