Refund policy

We operate a no-return policy. Physical returns are not accepted under any circumstances.

To minimize unnecessary shipping, environmental impact, and customs complications, all refunds are handled through our Destroy for Refund process.

 

General Policy (All Customers)

- We do not accept physical returns.

- Refunds or replacements are handled without requiring the item to be sent back.

- In certain cases, photo or video evidence may be required.

 

Change of Mind / Don’t Want the Item

1) Customer does not like the product

If you received your order and simply do not like or no longer want the product:

- You may request a refund within 7 days of receiving the item

- The refund is handled through our Destroy for Refund process

- The item must be rendered unusable

- Clear photo or video evidence of destruction is required

- Once approved, the refund will be processed

- This policy applies globally (excluding the EU).

2) Customer ordered the wrong variant

If the customer ordered the wrong variant (such as color or model) but would have otherwise been satisfied with the product:

- A refund is not available

- A replacement will not be sent free of charge

- The customer may:

1) Keep the item received, or

2) Receive a discount code to reorder the correct variant

This applies to non-EU customers only.

If the customer initially reports that an incorrect variant (such as color or model) was selected at checkout and the delivered item matches the order confirmation, the request will be handled under the incorrect variant selection policy.

The eligibility for refunds or destroy-for-refund is determined based on the customer’s first stated reason for contact and cannot be changed after the support process has begun.

 

EU Customers (European Union)

EU customers have a 14-day right of withdrawal.

- Physical returns are not required

- Refunds are processed via the Destroy for Refund method

- The request must be submitted within 14 days of receiving the item

- Proof of destruction is required before the refund is issued

 

Wrong or Defective Items

If you receive:

- A defective item

- A damaged item

- A wrong product

We will:

- Issue a full refund, or

- Send a replacement free of charge

In these cases:

- No destruction is required

- Evidence (photo or video) may be requested for verification

 

Exclusions

Refunds will not be issued for:

- Normal wear and tear

- Damage caused by misuse

- Minor cosmetic variations

- Requests submitted outside the stated timeframes

 

Chargebacks & Disputes

Customers are encouraged to contact us before opening a chargeback or dispute. Unauthorized disputes may result in account restrictions.

 

Contact

If you experience any issues with your order, please contact our support team at support@carboncase.com and we will assist you promptly.