Return & Refund Policy
Last Updated: December 2025
At KoKoCase, we take pride in the quality of our products. Every case undergoes a thorough quality check before it leaves our hands. However, if something isn't right, we are here to make it better.
1. When Can You Request a Return?
We offer a replacement or refund if your order meets the following "Fair Play" criteria:
Damaged or Defective: If the product arrives cracked, broken, or with manufacturing defects.
Incorrect Item: If we accidentally sent the wrong design or the wrong phone model case.
Time Frame: A return request must be raised within 48 hours of the delivery date.
2. Conditions for a Valid Return
To be eligible for a return, the item must be:
Unused: In the same condition that you received it.
Original Packaging: Must include all original tags, boxes, and protective films.
Proof of Issue: A clear photo or a short "unboxing video" showing the defect or the wrong item received.
3. Non-Returnable Items
We cannot accept returns for:
Customer Errors: Ordering the wrong phone model (e.g., ordering an iPhone 14 case for an iPhone 15).
Usage Wear: Damage caused by drops, misuse, or normal wear and tear after use.
Clearance Items: Products purchased during "Final Sale" or "Flash Sale" events (unless they arrive damaged).
Missing Packaging: Items returned without their original KoKoCase packaging.
4. The Return Process (Step-by-Step)
Submit Your Request: Email us at support@kokocase.com with your Order ID and photos/videos of the issue.
Verification: Our team will review your request within 24–48 hours.
Pick-up/Self-Ship: Once approved, we will arrange a reverse pickup (available in most pin codes) or guide you on how to send it back.
Inspection: Once we receive the item, we perform a final quality check.
5. Refunds & Timeline
Approved Refunds: Once the inspection is successful, your refund will be initiated.
Method: The amount will be credited back to your original payment method (Bank Account, UPI, or Card).
Timeline: It usually takes 7–10 business days for the refund to reflect in your account, depending on your bank.
Shipping Fees: Original shipping charges are non-refundable unless the return is due to an error on our part (wrong or damaged item).