Refund Policy

1. Return Eligibility

1.1 Standard Returns

You may return most products purchased from HellCase within 30 days of delivery for a full refund or exchange if:

• The product is in its original condition
• The product is in its original packaging with all accessories, manuals, and warranty cards (if applicable)
• You have proof of purchase (order confirmation or receipt)

1.2 Defective Products

If you receive a product that is defective or damaged upon arrival, you may return it within 30 days of delivery for a full refund, exchange, or repair. Defective products should be reported to our customer service team as soon as possible, with a description of the defect and, if possible, photographs showing the issue.

1.3 Warranty Claims

Most HellCase products come with a limited warranty covering manufacturing defects:

• Standard products: 12-month warranty
• Premium lines: 24-month warranty

Warranty claims can be made during the applicable warranty period for defects in materials or workmanship under normal use. Warranty coverage does not include:

• Normal wear and tear
• Damage caused by accidents, misuse, or abuse
• Damage from exposure to extreme conditions
• Cosmetic changes that don't affect functionality
• Products that have been modified or altered

1.4 Non-Returnable Items

The following items cannot be returned:

• Custom or personalized products (unless defective)
• Digital products or downloadable content
• Gift cards
• Products marked as "final sale" or "non-returnable"
• Products with broken tamper-evident seals (unless defective)

2. Refund Process

2.1 How to Request a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at returns@hellcsae.com or call +44 951 289 0274
2. Provide your order number, the items you wish to return, and the reason for the return
3. Our team will review your request and provide a Return Merchandise Authorization (RMA) number if your return is approved
4. Package the item(s) securely with the RMA number clearly marked on the outside of the package
5. Ship the package to the address provided in the return instructions

Please note that we cannot accept returns without a valid RMA number.

2.2 Return Shipping

Return shipping arrangements depend on the reason for the return:

• Defective or incorrect items: HellCase will cover the cost of return shipping. We will either provide a prepaid shipping label or reimburse your reasonable shipping costs.
• Change of mind or other customer reasons: The customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be responsible for items lost during return shipping.

2.3 Processing Time

Once we receive your returned item(s), our team will inspect them to ensure they meet our return policy requirements. This process typically takes 3-5 business days.

After inspection:

• Approved refunds will be processed within 5-7 business days
• Exchanges will be shipped within 1-2 business days after approval
• Warranty repairs may take 10-14 business days, depending on the nature of the repair

You will receive email notifications at each stage of the process.

2.4 Refund Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: 5-10 business days to appear on your statement, depending on your card issuer
• PayPal: 1-3 business days
• Other payment methods: Processing times vary

If the original payment method is unavailable, we will contact you to arrange an alternative refund method.

2.5 Partial Refunds

In some cases, we may issue partial refunds:

• Products returned with missing parts or accessories
• Products showing signs of use or wear beyond inspection
• Products returned outside the standard return window but within an extended grace period

The refund amount will be determined based on the condition of the returned item and the length of time since purchase.

3. Exchanges

3.1 Exchange Eligibility

You may exchange products for a different size, color, or model within 30 days of delivery, provided that:

• The product meets all the requirements for standard returns
• The requested replacement product is in stock

3.2 Exchange Process

To request an exchange:

1. Follow the same initial steps as for a standard return
2. Specify the details of the product you would like to receive instead
3. If there is a price difference, we will either:
   • Charge your original payment method for the additional amount (if the replacement is more expensive)
   • Refund the difference to your original payment method (if the replacement is less expensive)

3.3 Exchange Shipping

For exchanges:

• The customer is responsible for the cost of shipping the original product back, unless the exchange is due to a defect or our error
• HellCase covers the cost of shipping the replacement product to you

4. Special Circumstances

4.1 Gifts

If you received an item as a gift, we can offer:

• Exchange for another product of equal or lesser value
• Store credit for the value of the item

To return a gift, you will need to provide the order number, purchaser's name, or gift receipt. Refunds for gifts will be issued to the gift recipient in the form of store credit.

4.2 Damaged in Transit

If your order arrives damaged due to shipping:

• Document the damage with photographs before opening the package further
• Contact our customer service team within 48 hours of delivery
• We will arrange for the item to be returned and replaced or refunded at no cost to you

4.3 Incorrectly Shipped Items

If you receive the wrong item:

• Contact customer service immediately with your order details and a description of the incorrect item
• We will arrange for the return of the incorrect item and expedite the delivery of the correct item
• All shipping costs for this process will be covered by HellCase

4.4 Late Deliveries

If your order is significantly delayed beyond the estimated delivery time:

• You may cancel the order for a full refund if it has not yet shipped
• If the order has shipped but has not arrived within 30 days of the estimated delivery date, contact customer service for assistance

5. Exceptions and Limitations

5.1 Promotional Items

Free promotional items or gifts included with a purchase:

• Must be returned along with the qualifying purchase if the purchase is returned
• May not be exchanged or returned separately
• If not returned with the qualifying purchase, the value of the promotional item may be deducted from the refund amount

5.2 Sale Items

Products purchased during sales or with discount codes:

• Are subject to the same standard return policy unless explicitly marked as "final sale"
• Will be refunded at the price actually paid, not the original price
• May have specific return restrictions noted at the time of purchase

5.3 International Orders

For international orders:

• The standard return policy applies, but with an extended return window of 45 days to account for shipping times
• The customer is responsible for any customs fees, duties, or taxes incurred during the return process
• International return shipping costs are the customer's responsibility unless the return is due to a product defect

5.4 Business/Bulk Orders

Orders placed for business purposes or in bulk quantities:

• May be subject to different return terms specified at the time of purchase
• May require inspection and approval from a HellCase business account manager
• May incur a restocking fee of up to 15% for returns not due to product defects

6. Customer Satisfaction Guarantee

At HellCase, we stand behind the quality of our products. If you are not completely satisfied with your purchase for any reason, we encourage you to contact our customer service team to help find a solution.

In certain circumstances, even if a return doesn't meet all the criteria outlined in this policy, we may make exceptions on a case-by-case basis at the discretion of our customer service team.

Our goal is to ensure you have a positive experience with our products and services, and we will make reasonable efforts to address any concerns you may have.

7. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The revised policy will be effective immediately upon posting on this page with an updated effective date.

We encourage you to review this Refund Policy whenever you make a purchase to stay informed about our refund practices. Your continued use of our website and services after any changes to this policy constitutes your acceptance of the revised policy.

8. Contact Us

If you have any questions about our Refund Policy or would like to initiate a return, please contact us at:

Our customer service team will be happy to assist you with any questions or concerns regarding your purchase.