CASETiFY 產品保養服務

CASETiFY Phone Case and Tech Accessories

Learn About Your Warranty

What's Covered?

Under normal, everyday use, your warranty covers products for:

Manufacturing and structural defects - detachment, cracking or splitting, broken buttons, broken, detached or non-functional hinges or clips, MagSafe / magnet failure, or a case that does not fit the device model for which it was designed.
Print damage on printed cases - the design peeling, flaking, fading, or scratching off.
Protective coating failure - the coating wearing or deteriorating and becoming sticky, bubbling or lifting.
Yellowing or discolouration on clear and transparent cases.
Limited-edition and collab designs count too - if it's a covered Phone Case, the same rules apply.

Not sure whether your product is covered? Every product page tells you which terms apply - some products fall under our case warranty, some under our tech accessory (TA) warranty, and some are marked as excluded from returns, exchange and warranty. The product page is the final word on what's covered. A product is covered only if its product page says that this warranty applies and links to the Warranty Policy. If the product page says that no warranty applies, or does not include a warranty indication, no warranty applies.

What's Not Covered?

The warranty is here for genuine defects and normal wear - not for accidents or everyday mishaps. It doesn't cover:

Drops, impacts, crushing or other accidental damage.
Misuse or abuse, or use outside what the product is designed for.
Scratches and scuffs to the case surface - from keys, tools, abrasive surfaces or general wear - including on cases with no printed design, where the print isn't affected. (If a scratch actually lifts the printed design, that's covered above.)
Liquid or water damage beyond the product's rating.
Normal ageing, normal wear and tear, UV degradation, or deterioration caused by sunlight, extreme temperatures, solvents, acids, water, or other liquids.
Lost or stolen products.
Screen protectors, camera lens protectors and lens gems (these have their own separate scheme).
Items bought from unauthorised sellers or marketplaces (e.g. Amazon, eBay) that aren't CASETiFY or an authorised retailer.
Non-case collectibles - collectibles, figures, stickers and apparel - including limited-edition and collab versions.
Promotional and gift items - Friends & Family Sale items, Premium Box Sets, Blind Box items, and Gifts With Purchase (GWP).
Any product marked on its product page as excluded from our warranty program.
Your phone or device itself - the warranty covers the product, not the device or anything on it.
Damage caused by modification, installation, dismantling, disassembly, attempted repair, repair, fixing, maintenance, or other alteration not performed or authorised by CASETiFY.
Damage caused during shipping or transit, including damage caused by a carrier or courier.
Damage caused by use with incompatible devices, accessories, chargers, cables, or power sources.

How Long Are You Covered?

Your coverage depends on your CASETiFY Club tier at the time of purchase, and starts from your original purchase date.Your Club tier is determined at the time you buy the product. Changing tiers later will not change the warranty period for that purchase.

Our separate 10-Day No Questions Asked return or exchange program is available to all consumers, subject to its own terms and conditions. It is separate from this warranty.

Phone
Case

Tech
Accessories

CASETiFY Club Membership Tier

Gold

24 Months

18 Months

Silver/Bronze/Basic

18 Months

12 Months

Guest (Non-Member)

6 Months

What You'll Get

If your claim is approved, we'll replace your product with the same product for the same device model - one replacement per item. Once a product has been replaced, that replacement isn't covered again under the warranty. We don't offer refunds under the warranty; a change of mind falls under our Return & Exchange Policy.

We can only offer the same product as your original order, unless it's discontinued or out of stock - in which case we'll offer a product of the same value.

If we reasonably determine that your product can be repaired, adjusted, or otherwise restored to proper functioning, we may do so instead of providing a replacement. Any replacement product will continue only for the remainder of the original warranty period.

Where Can You Claim?

Please claim through the same channel and in the same country where you bought your product. For example, a product bought in a CASETiFY store in Japan is claimed at a CASETiFY store in Japan.

How to Make a Claim

Online / in the app

Start your claim on our warranty request page, or reach out to our team. You'll need your order number, a short description, and a clear photo or video of the issue - we can't process a claim without it. We'll review your claim and let you know whether we need you to return the product.

You may make your claim here: https://www.CASETiFY.com/faq/contact

If we ask you to return the product for inspection, repair, replacement, or another warranty-related purpose, you are responsible for the cost of shipping or delivering it to us, whether or not your claim is approved, to the extent permitted by applicable law. We will provide the return instructions.

If we do not need you to return the product and approve your claim, we will send the replacement directly to you. In that case, you are responsible for the standard delivery cost of the replacement product, to the extent permitted by applicable law.

You will only need to pay for one direction of shipping for each online warranty claim: either the cost of returning the product to us, where we require a return, or the standard delivery cost of the replacement product, where we do not require a return.

In store

Bring your product and proof of purchase to a CASETiFY store. Our team will inspect the product and assess your claim.
If your claim is approved and the replacement product is available in the store, we will generally complete a one-to-one exchange when you return the affected product.

If the replacement product is not available in the store, including for an older device model, we may arrange for it to be transferred or ordered to that store.

We will let you know when the replacement product is ready for collection. You will need to come back to the same store to collect it. In-store replacements are for store collection only and will not be shipped to your address, unless local law requires otherwise or we agree otherwise in writing.

What Happens After You File a Claim?

Once you submit, our team reviews your claim and the evidence you shared. If we need a closer look, we may ask for more photos or to see the product. Once it's approved, we'll sort your replacement - sent to you for online claims if we do not require the product to be returned, or arranged after we receive and assess the returned product if a return is required. We'll keep you posted along the way.

Local rules come first. Depending on where you bought your product, local policies and consumer laws may apply and take priority over what's described here.

These terms apply to purchases completed on or after 4:00 p.m. UTC on September 7, 2026, effective worldwide. Need the full terms? See our Warranty Policy

CASETiFY Phone Case and Tech Accessories

Learn About Your Warranty

How to Make a Claim

了解產品質素保養服務

保養範圍

All About Your Warranty