Refund policy

Last updated: July 16, 2026

Custom order refund rules

PetMyCase creates personalized phone cases from customer-submitted photos and design choices. Because each item is made for a specific customer, change-of-mind returns are limited once the design is approved or production begins.

Return requests

You may submit a return request through your customer account within 14 days after the last item in the order is delivered. A submitted request is not automatically approved. Each request is reviewed under this policy and applicable consumer law.

Changes and cancellations

Self-service cancellation may be available for 1 hour after an order is placed. After that period, contact us immediately. We can change or cancel an order only before production begins. Phone-model changes, photo replacements, and design changes should be requested before preview approval.

After preview approval or production

Once you approve the design preview or production otherwise begins, personalized products are not eligible for cancellation, return, or refund solely because you changed your mind, selected the wrong phone model, or no longer prefer the approved design.

Damaged, defective, incorrect, or not-as-described items

Contact support@petmycase.com within 7 days of delivery with your order number and clear photos of the product, packaging, and issue. If the issue is verified, we will provide an appropriate remedy, which may include a correction, replacement, or refund. If a physical return is required because of a verified quality or fulfillment problem, PetMyCase will cover the return shipping cost.

Photo and color limitations

We may request a better photo before production if the submitted image is dark, blurry, heavily cropped, or unsuitable. Screen colors, case materials, and printing processes can cause reasonable differences between the digital preview and the finished product; these normal production differences are not defects.

Shipping delays and address errors

Carrier delays outside our control do not normally qualify for a refund while the shipment remains in transit. Additional costs caused by an incomplete or incorrect customer-provided address may be the customer’s responsibility.

European Union customers

Goods made to a customer’s specifications or clearly personalized may be exempt from the EU 14-day right of withdrawal. This exception does not limit mandatory rights for goods that are damaged, defective, incorrect, or not as described.

How to request help

Email support@petmycase.com or use the contact page. Include your order number, checkout email, and supporting photos.