Return & Refund Policy

Your Satisfaction is Our Priority

At iCASE Lifestyle, we want you to love your custom products. If you're not completely satisfied with your purchase, we're here to help. This policy outlines your rights and our procedures for returns and refunds in compliance with Portuguese and EU consumer protection laws.

15-Day Return Policy

We offer a 15-day return period for eligible products. If 15 days have passed since you received your order, unfortunately we cannot offer a refund or exchange.

Eligible Returns

To be eligible for a return, your item must meet the following conditions:

• Unused and in the same condition as when you received it
• In its original packaging with all tags and labels attached
• Accompanied by proof of purchase (order number or receipt)
• Not a custom-made or personalized product (unless defective)

Non-Returnable Items

The following items cannot be returned unless they are defective:

• Custom-designed or personalized products (phone cases, AirPod cases, shin pads with custom designs)
• Products that have been used or show signs of wear
• Items without original packaging or tags
• Clearance or final sale items

How to Return an Item

Return Shipping Address:

Return Shipping Costs

• Standard Returns (Change of Mind): You are responsible for return shipping costs
• Defective or Incorrect Items: We will cover return shipping costs and provide a prepaid return label
• Portugal Mainland: Estimated return shipping cost: €2.99
• Azores, Madeira & EU: Estimated return shipping cost: €6.99

Original shipping costs are non-refundable unless the return is due to our error or a defective product.

Refunds

Processing Time

Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed within 5-7 business days. The refund will be credited to your original payment method:

• Credit/Debit Cards: 5-10 business days (depending on your bank)
• PayPal: 3-5 business days
• Multibanco/MB Way: 7-10 business days

Partial Refunds

We may issue a partial refund in the following situations:

• Item shows signs of use or wear
• Item is returned more than 15 days after delivery
• Item is not in its original condition or is missing parts
• Return is made without prior authorization (no RMA number)

Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at support@icaselifestyle.com with:

• Your order number
• Photos of the defective or incorrect item
• Description of the problem

We will:

• Send you a replacement at no charge, or
• Issue a full refund including original shipping costs
• Provide a prepaid return label for the defective item

Exchanges

We do not offer direct exchanges. If you need a different size, model, or design:

1. Return the original item following our return process
2. Place a new order for the item you want
3. Once your return is processed, you'll receive a refund

Tip: To ensure you receive your new item quickly, you can place the new order before returning the original (you'll have both charges until the return is processed).

EU Right of Withdrawal

Under EU Directive 2011/83/EU and Portuguese consumer law (Lei da Defesa do Consumidor), you have the right to withdraw from a purchase within 14 days of receiving your order without giving a reason.

Important Exception: This right does not apply to custom-made or personalized goods. Since our products are made to order based on your custom design, they are excluded from the standard withdrawal period unless they are defective.

For non-customized products (e.g., standard designs without personalization), the 14-day withdrawal period applies, and you may return the item for any reason within this timeframe.

Late or Missing Refunds

If you haven't received your refund yet, please:

1. Check your bank account or payment method again
2. Contact your credit card company or bank—it may take some time for the refund to post
3. If you've done all of this and still have not received your refund, contact us at support@icaselifestyle.com

Quality Guarantee

We stand behind the quality of our products. All iCASE products come with:

• Premium Materials: High-quality, durable materials designed to protect your devices
• Fade-Resistant Printing: Vibrant colors that last

Questions or Concerns?

If you have any questions about our return policy or need assistance with a return, please don't hesitate to contact us: