Returns and Refunds

 

Last Updated: 02/03/2026

At CaseViva, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review our policy below.

1. Returns Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition

  • The item must be returned in its original packaging

  • Proof of purchase (order confirmation or receipt) must be provided

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

We cannot accept returns for:

  • Items that have been used or damaged after delivery

  • Items not returned in their original condition

  • Products purchased during final sale or promotional clearance (if applicable)

3. How to Request a Return

To initiate a return, please contact us at:

Email: service@caseviva.com

Include:

  • Your order number

  • The reason for the return

  • Clear photos (if the item is damaged or incorrect)

We will provide return instructions once your request has been reviewed.

Please do not send items back without contacting us first.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item received is incorrect

  • The item arrives damaged or defective

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider

Shipping fees (if applicable) are non-refundable unless the return is due to our error.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos. We will arrange a replacement or refund where appropriate.

7. Your UK Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.