Exchanges and returns
At CASE IT UP, each order is prepared according to the options selected by the customer at the time of purchase, including the device model, design, photo, text, name, number, colour, variant or any other personalisation information.
For this reason, personalised products, products made to order or adapted to the customer's specifications are not eligible for return, exchange or refund due to change of mind, withdrawal, change of preference or customer error.
By completing the purchase, the customer confirms that all the details entered are correct and complete.
🎨 Personalised or made-to-order products
CASE IT UP personalised cases and products are produced individually for each customer. This means that, once the order is confirmed, the product is created based on the choices made at the time of purchase.
For this reason, we do not accept returns, exchanges or refunds for personalised or made-to-order products, except where there is a production error demonstrably attributable to CASE IT UP, an item different from the one ordered was sent, a manufacturing defect is confirmed after internal review, significant damage occurred in transit and is duly proven, or another situation required by law.
Personalised or made-to-order products are all items created with a photo, name, quote, date, number, image sent by the customer, chosen design, selected colour, specific finish, chosen variant or phone model indicated at the time of purchase.
Once the order has entered production, processing or shipping, we cannot guarantee cancellations, changes, exchanges or refunds.
📱 Responsibility for order details
The customer is responsible for carefully checking all details before completing the purchase, including the correct phone model, photo sent, text, names, numbers, quotes, colour, design, chosen variant, full name, address, postcode, email and phone number.
CASE IT UP produces and ships the order based on the information provided by the customer at the time of purchase.
CASE IT UP is not responsible for errors, omissions or incorrect information entered by the customer, including choosing the wrong model, an incomplete address, an incorrect postcode, invalid contact details, a low-quality photo or misspelled text.
In these cases, any new production, correction, replacement or reshipment will be at the customer's expense.
❌ Situations not eligible for return, exchange or refund
Returns, exchanges or refunds will not be accepted when the situation results from error, omission, change of preference or negligence by the customer.
This includes choosing the wrong phone model, sending a low-quality photo, a blurred, poorly framed or cropped image, spelling mistakes in names, quotes, dates or numbers, choosing the wrong design, colour or finish, an incorrect or incomplete address, a wrong postcode, an invalid phone number, an incorrect email, absence of the recipient, failure to collect the order from a pickup point, refusal of delivery or failure to follow the tracking.
Requests related to damage caused by misuse, drops, poor care, natural wear, attempts to modify the product or incorrect use will also not be accepted.
🖼️ Visual differences and handcrafted finish
All CASE IT UP products are produced individually. For this reason, there may be small variations between the image shown on the website and the final item received.
Small colour differences, slight variations in position, framing adjustments, crops needed to fit photos or designs to the case format and differences resulting from the production process are not considered defects.
Colours may also vary slightly due to the brightness, contrast or resolution of the screen used by the customer at the time of purchase.
By buying a personalised product, the customer accepts that the final result may show small technical or visual variations, typical of an individually produced product.
🛡️ Shipping Protection
CASE IT UP offers the Shipping Protection option at checkout, an additional, optional service designed to provide greater security, priority review and enhanced support in situations related to the transport of the order.
Shipping Protection may apply in cases of loss confirmed by the carrier, significant damage in transit, a duly proven delivery problem or the need for priority review of the case.
By selecting Shipping Protection, the customer benefits from priority review and faster resolution, which may include replacement, reshipment or another suitable solution, after the situation is validated.
Shipping Protection does not cover situations caused by error, omission or negligence by the customer, including an incorrect or incomplete address, a wrong postcode, an invalid phone number, an incorrect email, absence of the recipient, failure to collect the order, refusal of delivery, failure to follow the tracking or incorrect information provided at the time of purchase.
If the customer chooses not to add Shipping Protection, any transport-related situation will be handled through the normal review procedure, based on the official information provided by the carrier.
In these cases, there is no automatic replacement, immediate compensation or priority handling of the request.
📦 Orders damaged in transit
If the customer receives an order with visible transit damage, they should contact us by email at geral@caseitup.pt, giving the order number, full name, clear photos of the item received, photos of the outer packaging and an objective description of the situation.
For visible transit damage, contact should preferably be made within 2 business days of receiving the order, to allow a faster review with the carrier.
Requests sent without photos, without sufficient proof or with incomplete information may not be accepted.
After review, CASE IT UP may decide on replacement, reshipment, correction or refund, depending on the specific situation.
🔍 Defective or incorrect item
If the customer receives an item with a manufacturing defect or different from the one ordered, they should contact CASE IT UP by email at geral@caseitup.pt, giving the order number, full name, clear photos of the product and a clear description of the problem.
All requests are subject to internal review.
If an error demonstrably attributable to CASE IT UP is confirmed, the situation will be corrected by replacement, reshipment, correction or refund, as applicable.
🚚 Orders marked as delivered
When an order appears as delivered in the carrier's system, the customer should check with family members, neighbours, doormen, the building reception, the letterbox, the pickup point or any third party who may have received the order.
CASE IT UP may help review the situation, but does not automatically replace or refund orders marked as delivered by the carrier.
Where there are signs of a delivery error, delivery to the wrong person or loss, the case will be reviewed based on the carrier's official information.
Customers with active Shipping Protection benefit from priority review and enhanced support in this process.
🔁 Orders returned to CASE IT UP
If an order is returned to CASE IT UP for reasons not attributable to the company, including a wrong or incomplete address, absence of the recipient, failure to collect, refusal of delivery or inability to contact the customer, there is no automatic right to a refund.
As it is a personalised or made-to-order product, the item cannot be resold.
In these cases, the customer may request a new shipment by paying the respective reshipping costs.
If new production is needed because the item cannot be recovered, the cost of the new production will be at the customer's expense.
⏰ Order cancellation
Order cancellation can only be accepted if requested before the order enters production, processing or shipping.
Once the order has entered production, cancellation, changes or refunds cannot be guaranteed, as the item may already be in manufacture, personalisation or logistics preparation.
🛍️ Non-personalised products
Where applicable to non-personalised products not made to order, the customer may exercise the right of withdrawal within 14 days of receiving the order, under the law, provided the product is returned in perfect condition, with no signs of use, in its original packaging, with all items included and with no damage or alterations.
Return costs are at the customer's expense, except where there is an error demonstrably attributable to CASE IT UP.
CASE IT UP reserves the right to refuse the return of items that are used, damaged, incomplete, improperly opened or not in a resaleable condition.
💰 Shipping costs and refunds
Shipping costs are not refundable when the situation results from error, omission, absence, refusal, failure to collect or incorrect details provided by the customer.
In cases of an error demonstrably attributable to CASE IT UP, the company will cover the costs needed to correct the situation.
Whenever a refund is approved by CASE IT UP, it will be made using the same payment method used for the purchase, unless otherwise agreed between the parties.
After the refund is issued, the time until the amount is available in the customer's account may vary depending on the bank, card issuer or payment platform. The estimated time can be up to 10 business days, depending on the bank or payment method used.
📩 Contact
For any question about returns, exchanges, refunds or problems with orders, the customer should contact us by email at geral@caseitup.pt.
The message should always include the order number, full name and all information relevant to reviewing the case.
ℹ️ Policy updates
CASE IT UP reserves the right to update this Returns and Refunds Policy whenever necessary, in accordance with the law in force, the company's internal procedures and the operating conditions of the transport services.
We recommend that the customer checks this page regularly to stay informed of any changes.