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Return and Refund Policy

At AlcanCase, we want you to feel confident about your purchase. This Return and Refund Policy explains how to request a return, exchange, or refund for products purchased directly from our online store.

For assistance with an order, please contact contact@alcan-case.com.

Our voluntary return policy operates alongside your statutory consumer rights. Nothing in this policy limits any right or remedy that cannot lawfully be excluded.

1. Our 100-Day Return Policy

You may request a return within 100 calendar days after receiving your order, subject to the eligibility conditions below.

For products delivered separately, the return period for each product begins when you receive that product, unless applicable law provides a different starting point.

To meet the return deadline, contact us before the applicable period expires. Once we provide the return instructions, please send the item back within 14 calendar days, unless we agree to an extension.

A timely return request will not become ineligible because of a delay on our part in responding or providing instructions.

The 100-day period applies to voluntary returns. Claims concerning defective products, incorrect goods, warranties, or other statutory rights may remain available after this period.

2. Condition of Returned Products

For a voluntary change-of-mind return, the product must:

• Be unused beyond reasonable inspection or a careful fit check, and remain clean and in its original condition.

• Be free from damage, alterations, stains, or wear caused after delivery.

• Include the accessories and components supplied with it.

Please include the original packaging and labels where reasonably available. Missing outer shipping packaging alone will not invalidate a return, provided the product is securely packed.

For phone cases, wallets, device covers, and similar accessories, a careful compatibility check is permitted. Continued everyday use, accidental damage, or modification may make a product ineligible for a voluntary change-of-mind return.

These condition requirements do not prevent you from exercising statutory rights concerning faulty, damaged, or misdescribed goods.

Any more favorable return promise expressly provided with your purchase will be honored.

3. How to Request a Return

Email contact@alcan-case.com with your order number or another reasonable proof of purchase, the name and email address used for the order, and the item you wish to return.

You may explain the reason for your return, but a reason is not required for an eligible change-of-mind return.

For a damaged, defective, or incorrect item, please describe the issue. Photographs can help us assess the situation, but we will discuss reasonable alternatives when photographs are unavailable or do not adequately show the problem.

We aim to respond within two business days.

Our support team will provide the return destination and packing instructions. Please do not assume that the sender address on the original parcel is the correct return address.

Contacting us helps ensure that your return is routed and identified correctly. Our administrative process does not replace or restrict a valid statutory cancellation notice.

Never send your full card number, security code, banking password, or account login details when requesting a return or refund.

4. Return Shipping Costs

Change-of-mind returns: You are responsible for the direct cost of return postage and suitable packaging, unless we expressly offered free returns with your purchase.

If we offer a paid return label, we will disclose its cost and obtain your agreement before deducting that amount from your refund.

Defective, damaged, incorrect, or misdescribed products: We will cover the necessary return shipping costs when the return results from a product defect, damage before delivery, our fulfillment error, or another circumstance for which we are legally responsible. We will provide a suitable return method or arrange reimbursement of reasonable return postage.

We do not charge restocking fees, return administration fees, or payment-processing deductions on eligible refunds.

Please retain proof of postage. A tracked service is recommended so that the return can be located if a delivery issue occurs. Return transit time may vary depending on your location and the carrier.

5. Personalized Products and Discounted Purchases

Products made specifically to your individual specifications, such as items with custom engraving or personalized text, are excluded from voluntary change-of-mind returns only when that restriction was clearly disclosed before purchase and is permitted by applicable law.

Selecting a standard device model, color, or size does not, by itself, make a product personalized.

Personalization does not remove your rights when a product is defective, damaged, incorrectly made, or materially different from what was agreed.

Discounted products remain eligible for returns under this policy. A discount does not, by itself, make a product non-returnable.

Products purchased from another retailer should normally be returned to that retailer under its return process. This does not affect any warranty obligation that AlcanCase expressly undertook for the product.

6. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery and contact contact@alcan-case.com promptly if an item is damaged, defective, missing, or different from what you ordered.

We will review the issue and provide an appropriate remedy, which may include repair, replacement, a price reduction, or a refund, taking account of your rights under applicable law.

We will not require you to accept an exchange or store credit when you are legally entitled to a monetary refund.

A product does not need to be unused or in unopened packaging for you to report a genuine defect. Not reporting an issue immediately after delivery does not automatically extinguish your statutory rights.

Please retain the product and relevant packaging while we assess the issue, where reasonably possible. We may ask you to return the affected item using a return method that we arrange or fund.

7. Exchanges and Device Compatibility

To request a different model, color, or product, contact contact@alcan-case.com within the applicable return period.

Exchanges depend on availability. If the requested replacement is unavailable, an eligible return can be refunded instead.

If you selected the wrong device model, you may request a return or exchange under the change-of-mind conditions. If we supplied a model different from the one ordered, or our product description incorrectly stated compatibility, we will handle the matter as an incorrect or misdescribed item rather than a customer selection error.

Any price difference or additional shipping charge for a voluntary exchange will be explained before you agree to proceed.

8. Refund Review and Processing

After receiving your return, we will inspect it and process an eligible refund within five business days.

If applicable law requires an earlier refund or requires us to act on proof that you returned the goods, that legal requirement takes priority over our ordinary inspection process.

If we believe a return does not qualify, or that a deduction is legally permitted, we will explain the specific reason and the proposed calculation. We will not apply arbitrary deductions or treat ordinary inspection as product misuse.

Refunds are normally issued to the original payment method and in the original transaction currency. We cannot redirect a standard card refund to an unrelated card or bank account. Store credit will only replace a monetary refund when you expressly choose it and applicable law permits. (Shopify Help Center)

Once a refund has been issued, your bank or payment provider may take up to 10 business days to make it visible in your account. This is separate from our return review period. (Shopify Help Center)

We will notify you when the refund is processed.

9. Refund Amounts, Delivery Charges, and Bundles

The product refund is based on the amount actually paid for the returned item, after applicable discounts, together with any associated refundable taxes.

For a partial return from a discounted bundle, the refund will reflect the portion of the purchase price allocated to the returned item. We will explain the calculation and will not impose an undisclosed penalty.

Original delivery charges are not ordinarily refunded for a voluntary change-of-mind return, except where required by law or expressly included in the offer applicable to your purchase.

When a refund results from our error, a qualifying product defect, or failure to fulfill the order, we will also refund the delivery charges required by law. We will not retrospectively deduct an outbound shipping charge from an order that qualified for free shipping.

For a qualifying statutory cancellation of an entire order, refundable delivery charges include the cost of the least expensive standard delivery option we offered. An additional amount paid for an upgraded delivery service does not have to be refunded where the law permits that exclusion. (GOV.UK)

If import charges were paid directly to a customs authority or an independent carrier rather than to AlcanCase, we cannot directly refund money we did not receive. This does not affect any responsibility we have under applicable law, and we will provide reasonable order documentation to support a recovery request.

10. Order Cancellations and Delivery Problems

To request cancellation before dispatch, email contact@alcan-case.com as soon as possible. We will make reasonable efforts to stop fulfillment.

If the parcel has already been dispatched, we may be unable to intercept it. Your applicable return and statutory cancellation rights remain available.

If we cannot ship within the timeframe promised, we will notify you and offer the choice of agreeing to the revised shipping arrangement or canceling the affected unshipped items for a prompt refund, as required by applicable law. (Federal Trade Commission)

If your order appears lost, has not arrived, or is marked delivered but cannot be located, contact us so that we can investigate with the carrier. A tracking entry alone will not automatically determine the outcome of a disputed delivery claim.

Carrier investigations will not be used to postpone a refund or other remedy beyond a deadline imposed by applicable law.

11. Two-Year Warranty

The two-year warranty advertised by AlcanCase is separate from our 100-day voluntary return period. The end of the return period does not, by itself, end warranty coverage.

To request warranty assistance, email contact@alcan-case.com with proof of purchase and a description of the issue. We will assess the claim according to the warranty commitments applicable to your purchase and any mandatory consumer protections.

A commercial warranty does not replace or reduce statutory rights. For example, where European Union consumer law applies, qualifying goods are covered by a minimum two-year legal guarantee, and national rules may provide additional protection. (European Union)

12. Additional Rights for European Union and United Kingdom Consumers

Where European Union or United Kingdom distance-selling rules apply to your purchase, you generally have a separate right to cancel an eligible online purchase without giving a reason within 14 calendar days after delivery. Specific statutory exceptions may apply, including for genuinely personalized goods. (European Union)

To exercise that right, send a clear statement of your decision to cancel to contact@alcan-case.com. No particular wording is required.

For a statutory withdrawal, send the goods back within 14 calendar days after notifying us, unless we agree to collect them or provide a longer period. Any delay caused by our failure to provide necessary return instructions will not be used to defeat your rights. (GOV.UK)

For eligible statutory withdrawals, we will reimburse the applicable purchase amount and standard outbound delivery charge without undue delay. Under European Union rules, the usual reimbursement deadline is 14 days after notice of withdrawal, although reimbursement may be withheld, where permitted, until the goods or evidence of their return have been received. We will apply the relevant statutory deadline to your order. (Publications Office of the EU)

You may inspect the goods as you reasonably would in a shop. Where permitted by law, any reduction in the refund will be limited to an actual loss in value caused by handling beyond what was necessary to establish the goods’ nature, characteristics, and functioning. Opening packaging does not automatically remove the right to withdraw. (GOV.UK)

For change-of-mind withdrawals, you bear the direct return cost only where that responsibility was properly disclosed before purchase. We bear the necessary cost of returning defective goods. (European Union)

Our additional 100-day return offer does not replace these statutory protections.

13. Missing Refunds and Payment Concerns

If you have received our refund confirmation but the funds have not appeared after the expected processing period, check with your bank or payment provider and contact contact@alcan-case.com.

We will review the payment record and provide available tracing information. For eligible card refunds, this may include an Acquirer Reference Number that your bank can use to locate the refund. (Shopify Help Center)

We encourage you to contact us so that we can help resolve a payment concern. Doing so is not a condition of exercising any independent rights available through your bank, payment provider, or applicable law.

14. Policy Changes and Contact

Changes to this policy will apply prospectively. We will not use a later revision to reduce the return or refund rights applicable when you placed your order.

Where mandatory consumer law gives you greater protection than this policy, that protection will apply.

For return instructions, exchanges, refund updates, or warranty assistance, contact:

AlcanCase Customer Support
Email: contact@alcan-case.com