At Elvin Case Supply LLC, customer satisfaction is important to us. We want you to feel confident when purchasing our mobile phone cases and related accessories.
If you are not completely satisfied with your purchase, we offer a return, exchange, and refund process subject to the conditions outlined in this policy.
Please review the following information carefully before submitting a return or exchange request.
1. Return Period
Customers may request a return within 30 days of the delivery date.
To qualify for a return, the request must be submitted within this 30-day period. Requests submitted after the applicable return window may not be accepted unless otherwise required by applicable law.
We recommend contacting our customer service team before sending any products back.
2. Return Eligibility
To be eligible for a return, products should generally meet the following conditions:
- The item must be unused and in its original condition.
- The product must be free from damage caused by improper handling or use.
- The original packaging should be included whenever possible.
- All applicable accessories, components, and included materials should be returned with the product.
- Proof of purchase or a valid order number must be provided.
For mobile phone cases, customers should ensure that the product has not been unnecessarily used, modified, or damaged after delivery.
Products that show signs of excessive use, physical damage caused by the customer, or missing essential components may not qualify for a return, except where the issue is covered by applicable consumer protection laws.
3. Return Process
To request a return, please follow these steps:
Step 1: Contact Customer Service
Email us at [email protected] with your order number, the product you wish to return, and the reason for your request.
Step 2: Receive Return Instructions
Our customer service team will review your request and provide return authorization and instructions, including the appropriate return arrangements.
Please do not send products back without first contacting us.
Step 3: Prepare Your Package
Carefully package the item to prevent damage during transportation. Include the original packaging, applicable accessories, and any other materials that came with the product.
Step 4: Ship the Return
Send the approved return package to the return address provided below or in the return instructions issued by our customer service team.
Step 5: Inspection and Confirmation
Once we receive the returned item, our team will inspect its condition and determine whether it meets the return requirements.
We generally complete the inspection within 3–5 business days after receiving the returned product.
We will notify you by email of the return approval or any issues affecting eligibility.
4. Return Address
Approved returns should be sent to the following address:
Elvin Case Supply LLC
12100 Polo Dr Apt 531
Fairfax, VA 22033
United States
Please contact our customer service team before shipping any returned items to confirm the return authorization and applicable instructions.
Customers are encouraged to retain their return tracking information until the return has been received and processed.
5. Exchange Policy
We accept exchange requests for eligible products within 30 days of the delivery date, subject to product availability and the conditions outlined in this policy.
An exchange may be requested in situations such as:
- Receiving a product with a manufacturing defect.
- Receiving an incorrect phone case or product.
- Receiving an item that does not match the confirmed order.
- Requesting a different eligible product or option, subject to availability and approval.
To request an exchange:
- Contact [email protected] with your order number and a description of the issue.
- Provide clear photographs of the product if it is defective, damaged, or incorrect.
- Wait for our customer service team to review your request and provide exchange instructions.
- Return the approved item according to the instructions provided.
- Once the returned item has been received and inspected, we will arrange the replacement shipment if the exchange is approved and the requested item is available.
We generally review exchange requests within 1–2 business days after receiving the required information.
After an approved returned item has been received and inspected, replacement orders are generally prepared within 3–5 business days.
Replacement delivery times depend on the applicable shipping arrangements and carrier operations.
If the requested replacement product is unavailable, we will contact you to discuss an alternative solution or an applicable refund.
6. Refund Policy
Once your returned product has been received and inspected, we will notify you of the approval or rejection of your refund request.
If approved, your refund will be issued to the original payment method used for the purchase.
Approved refunds are generally processed within 3–5 business days after the return inspection is completed.
Please note that the time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.
Original shipping charges, if any, may be non-refundable for returns resulting from personal preference or other non-quality-related reasons, unless otherwise required by applicable law.
7. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
Quality-Related Issues
If you receive a defective, damaged, or incorrect product, Elvin Case Supply LLC will cover the reasonable return shipping costs for an approved return.
Please contact us and provide relevant photographs or supporting information so that we can review the issue and arrange the appropriate return process.
Non-Quality-Related Issues
For returns due to personal preference, an incorrect phone model selected by the customer, or other reasons unrelated to product quality, the customer is responsible for the return shipping costs.
Any applicable shipping arrangements will be communicated during the return authorization process.
8. Damaged or Incorrect Items
If your order arrives damaged or you receive an item different from what you purchased, please contact us within a reasonable time after delivery.
To help us resolve the issue efficiently, please provide:
- Your order number.
- A description of the problem.
- Clear photographs of the received product.
- Photographs of the packaging, if the package appears damaged.
Our team will review the information and provide an appropriate solution, which may include a replacement or refund depending on the circumstances.
9. Non-Returnable Items and Exceptions
Certain products or situations may not qualify for a return or exchange, subject to applicable law.
These may include:
- Products that have been used, modified, or damaged by the customer.
- Products returned without prior authorization.
- Items missing essential components or accessories.
- Products that cannot be resold due to customer-caused damage or excessive use.
This policy does not limit any rights or remedies that customers may have under applicable consumer protection laws.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before the order enters the shipping process.
Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, customers may request a return in accordance with the conditions outlined in this policy.
If an order is successfully canceled after payment has been collected, the applicable refund will be issued to the original payment method.