This policy explains how cancellations, returns and refunds work at Neocase. If anything here is unclear, ask before you order.
Cancelling an order
You can cancel for a full refund any time before the parcel is collected by the carrier, which is usually the same working day. After that the return terms below apply.
30 day returns
Send a case back within 30 days of delivery and we refund the item price in full. To qualify:
- It must be clean and undamaged, with no adhesive residue from a mount or a wallet.
- Fitting it to your phone and deciding you do not like it is fine. That is what the 30 days is for.
- Return shipping is charged at our cost, usually $4 to $12 depending on the size of the order.
- Wholesale packs must come back complete and in their original polybags.
An ordering mistake counts. If you bought for a Pro and needed a Pro Max, we will swap it rather than refund it, and we ship the replacement before the first one comes back.
Tempered glass
Screen protectors cannot be returned once the backing film is peeled, for obvious reasons. If one arrives cracked in the box, send a photo and we replace it free. If you crack one during installation, tell us what happened and we will send another at cost.
The 24 month anti yellowing guarantee
Every clear case carries a 24 month guarantee against yellowing. If one takes on an amber tint inside two years, email a photo and we send a replacement free, no receipt needed and no need to return the old one. This is separate from and longer than the standard warranty.
One year warranty
We warrant every case for one year against cracking, splitting, clip failure and button failure in normal use. We repair, replace or refund.
The warranty does not cover:
- Scuffs and surface marks from everyday use. A case exists to take those.
- Damage to the phone itself. A case reduces risk, it does not remove it, and we are not liable for a cracked screen or a bent frame.
- A case cut for a different model and forced onto a phone.
- Leather that has dried out or cracked from being stored wet or in direct heat.
- Magnet strength loss caused by placing the case near a strong external magnet.
- Aramid cases used as impact protection. They are specified as thin, not protective, and the product page says so.
How refunds are paid
Approved refunds go back to the original payment method within 3 working days of the parcel arriving with us. Card refunds usually show within 5 to 10 working days depending on your bank.
Starting a return
Email garyjam3s1997@gmail.com with your order number. We reply with a prepaid label and deduct the shipping cost from the refund, so you pay nothing up front.
Get in touch
Neocase
555 Spring Park Center Blvd, Spring, TX 77373, United States
Phone: +1 985 212 9104
Email: garyjam3s1997@gmail.com
Orders taken online 24 hours a day, seven days a week.