Refund and Returns Policy

We want you to love your purchase from Custom Case Lab. Our products are crafted with care, and we’re committed to making things right if something isn’t up to standard. Please read the following policy carefully, especially for custom items such as pet portrait cases.

Change of Mind

Due to the personalised nature of our custom cases, we cannot accept returns or offer refunds for change-of-mind, incorrect selections (e.g. phone model), or minor variations in colour/design. This is in line with Australian Consumer Law for made-to-order products.

Pre-made (non-personalised) designs may be eligible for a return or exchange for change-of-mind, provided the item is unused, in original packaging, and returned within 14 days of delivery. In this case, return shipping is at your expense.

Faulty or Damaged Products

If your item arrives damaged, has a manufacturing defect, or does not match what you ordered, you are entitled to a replacement or refund under Australian Consumer Law.

We offer a 30-day claim window from the date your order is marked as delivered. Claims outside this period may not be accepted.

How to Request a Refund or Replacement

To submit a claim, please email info@customcaselab.com with the following:

Your order number
A brief description of the issue
Clear photos showing the product and the fault/damage

We’ll review your claim and get back to you within 2 business days.

Return Shipping Costs

If the item is faulty, damaged, or incorrect due to our error: we’ll cover the return shipping or send a replacement at no cost to you.
If you are returning a non-custom item for change-of-mind: you are responsible for return shipping.

Important Notes

Refunds will be issued to your original payment method.
We are not liable for delays or losses caused by incorrect addresses submitted at checkout.
We reserve the right to reject returns that do not comply with this policy.

If you have any questions, reach out—we’re here to help.

Contact: info@customcaselab.com