退款政策
Effective date: September 8, 2026
We want you to feel good about your Case Poppy purchase. Please review this policy before beginning a return.
Eligible Non-Personalized Products
Eligible non-personalized products may be returned within 30 calendar days after the carrier-recorded delivery date.
To qualify, the product must be:
- Unused and undamaged
- Free from signs of wear
- Returned with its original packaging
- Accompanied by proof of purchase
Sale products remain eligible unless they were clearly marked Final Sale before purchase.
Personalized and Custom Products
Personalized and custom products are made specifically for you and are final sale for non-quality reasons. They cannot be returned or exchanged because of:
- A change of mind
- Selection of the wrong phone model
- Spelling or text entered by the customer
- The uploaded image or print-layout choice
- Image quality, orientation, cropping, or positioning shown in the customer’s selection
- Other customer-submitted customization choices
This exclusion does not apply if a product arrives damaged, has an eligible manufacturing defect, or differs materially from the customer’s submitted customization because of a Case Poppy production error. In those situations, contact us and we will make it right.
Non-Returnable Products
The following are not eligible for standard returns:
- Personalized or custom-made products, except for the quality issues described above
- Gift cards
- Products marked Final Sale before purchase
- Used, altered, or customer-damaged products
- Products returned outside the 30-day period
- Products not purchased directly from casepoppy.com
Products purchased from another retailer must be returned through that retailer under its policy.
Order Changes and Cancellations
Email info@casepoppy.com as soon as possible if you need to request a change or cancellation. We will do our best to help, but an order cannot be changed or canceled after it enters production or ships. Personalized orders may enter production shortly after purchase, so changes are not guaranteed.
If Case Poppy cancels an item before it is fulfilled, the amount paid for that item will be refunded to the original payment method.
Starting a Return
Before shipping anything, email info@casepoppy.com with:
- The order number
- The product to be returned
- The reason for the return
- Photos if the product is damaged, defective, or incorrect
Once the return is authorized, we will provide return instructions.
Authorized returns should be mailed to:
Case Poppy Returns
12365 Mills Ave, Suite 20
Chino, CA 91710
United States
Do not send merchandise without authorization. Unauthorized returns may be delayed, refused, or returned to the sender. This address is not open for walk-in returns.
Return Shipping
Customers are responsible for return-shipping costs for standard non-quality returns. Original shipping charges are non-refundable.
Case Poppy will cover reasonable return or replacement shipping when we confirm that a product was defective, damaged on arrival, or fulfilled incorrectly.
Use a trackable shipping method and retain the receipt until the return is complete. Case Poppy is not responsible for a return package before it reaches our facility.
Refunds
After the return is received and inspected, we will email the customer with the outcome.
An approved refund will be issued to the original payment method within five business days. A bank or payment provider may require an additional 5–10 business days to post the credit.
Original shipping and customer-paid return costs are non-refundable unless the return resulted from a verified Case Poppy error, transit damage, or eligible defect.
Exchanges
We do not currently offer direct exchanges. To obtain a different product, return the eligible original product and place a new order. This helps ensure that the desired phone model and design are still available. Defective, damaged, and incorrectly fulfilled products are handled separately at no additional cost.
Consumer Rights
This policy does not limit any rights that cannot lawfully be excluded under applicable consumer-protection law.