Refund policy
Returns & Exchanges
We want you to love your purchase — however, if something is not quite right, we're here to help.
Australian Consumer Law & International Consumer Rights
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law or any other applicable consumer protection laws.
Where required by applicable law, customers may be entitled to a repair, replacement, refund, withdrawal right, or other remedy.
For products with a major failure under Australian Consumer Law, customers may be entitled to choose a refund or replacement and may have other rights available under applicable law.
30-Day Return Window
We accept requests for exchanges or store credit within 30 days of purchase for eligible full-price items.
To be eligible, items must:
• Be unused and in original condition
• Be returned in original packaging
• Show no signs of wear, use, damage, alteration, or exposure to external substances
Return shipping costs are the responsibility of the customer unless an item is confirmed to be faulty or incorrect.
Sale items, promotional items, clearance items, gift cards, and final sale items are not eligible for return unless required under applicable law.
How to Request a Return or Exchange
Please email hello@casesocietyco.com with:
• Your order number
• Reason for return
• Supporting photographs where relevant
Once your request has been reviewed, we will provide return instructions if your request is approved.
Returns sent without prior authorisation from Case Society Co cannot be processed and may be refused or returned to sender.
Exchanges, Store Credit & Change of Mind
We offer exchanges or store credit for eligible returns.
Store credit does not expire and may be used at any time.
For customers outside jurisdictions where additional rights apply, refunds are not offered for change-of-mind purchases.
If you have changed your mind, you may return your item within the applicable return period for an exchange or store credit only, provided the item meets all eligibility requirements.
Damaged, Incorrect, or Faulty Items
If your item arrives damaged or incorrect, please contact us within 7 days of delivery with your order number and clear photographs of the item, outer packaging, and shipping label.
This timeframe helps us assess whether the issue occurred during transit or fulfilment. Claims submitted after this period may limit our ability to investigate transit-related issues, however this does not affect your rights under applicable law.
All claims are assessed based on the condition of the item, supporting evidence provided, and the nature of the issue reported.
Case Society Co may request additional information or return of the item for inspection before a claim is finalised.
For quality assurance, all international orders are inspected and photographed prior to dispatch to confirm product condition, packaging condition, and order accuracy. This documentation may be used when assessing damage, incorrect item, transit, or fault claims.
Where a claim is approved, we may offer a replacement, repair, refund, store credit, or other remedy where required by applicable law and based on the circumstances of the claim.
Approved domestic faulty or incorrect orders will have return shipping covered by Case Society Co. Approved international faulty or incorrect orders may be resolved through a refund or store credit where appropriate.
Once a resolution has been accepted and completed, the claim is considered closed.
Wear & Use Clarification
Our products are designed for everyday use; however, all products naturally experience wear over time.
General wear and tear may include:
• Edge or corner wear
• Surface scratches
• Print fading or rubbing
• Marks or surface changes resulting from regular handling
Products may also be be affected by exposure to:
• Hand creams
• Sunscreen
• Body oils
• Moisture or liquids
• Cosmetics or skincare products
• Rough or abrasive surfaces
Our products use a digital and UV printing process that is consistent with industry-standard printing methods.
Exposure to oils, lotions, moisture, friction, repeated handling, and external surfaces may affect the appearance and longevity of printed finishes over time.
These effects are considered normal product wear and are not manufacturing defects.
We recommend storing products in the protective pouch provided when not in use to help preserve print quality and product condition.
International Orders
International orders may be subject to customs duties, VAT, import taxes, handling fees, or similar charges imposed by the destination country.
These charges:
• Are determined by local authorities
• Are the responsibility of the customer
• Are not included in product or shipping prices
• Cannot be refunded or reimbursed by Case Society Co
Case Society Co has no control over customs processing times, customs decisions, delays, or fees imposed by destination countries.
Customs, Duties & Returned Parcels
If customs charges are refused or unpaid:
• Returned parcels remain the responsibility of the customer until successfully returned to us
• Customers must notify us immediately if a parcel is being returned
• Refunds are only available once the parcel has been received and inspected in original condition
• Original shipping costs are non-refundable
• If a parcel does not return to us, no refund, exchange, or store credit can be issued
• Re-shipping a returned parcel requires payment of a new shipping fee
• Refused parcels do not qualify for store credit
European Union Consumer Rights
For customers located within the European Union, additional consumer rights may apply under local laws.
Where required by applicable law, EU customers may have the right to withdraw from a purchase within 14 days of receiving their order without providing a reason.
To exercise this right, customers must contact hello@casesocietyco.com within the applicable withdrawal period with their order details.
Unless otherwise required by law:
• Customers are responsible for return shipping costs when exercising a withdrawal right
• Customers may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and function of the product
• Withdrawal rights may not apply where legal exemptions exist, including certain personalised or custom-made products
Items Not Eligible for Return
The following are not eligible for return, replacement, or refund unless required under applicable law:
• Used items
• Opened items showing signs of use
• Damage caused by misuse or accidental damage
• Damage caused by moisture, oils, creams, sunscreen, cosmetics, or external substances
• General wear and tear
• Surface scratches, fading, rubbing, print wear, or cosmetic changes occurring through normal use
• Damage occurring after delivery through regular use or handling
Case Society Co reserves the right to refuse, limit, or request additional information for claims where eligibility requirements, supporting evidence, or policy conditions have not been met.