Refund policy

I placed the wrong order, or I don't want it now. Can I cancel the order?

You can cancel your order before we process your order, and you will not be charged any processing fees.

You can not cancel your order after we deliver; however, if you want to return it and get your money back, you can reject the package from carriers, as you will also be responsible for returning the package and the returning fees.

 

What if my item/ package arrives damaged?

When you receive your item, please check your item carefully. If the package appears damaged, please complete the following steps:

  • Take a picture of the damage.
  • Send us the pictures of the received items/package with detailed information describing the issue, along with the paper mentioned above proof and case number with which we can quickly confirm the case.
  • We will contact you directly with the next steps.
  • DO NOT throw away the boxes or packaging materials; otherwise, your claim will not be honored by the shipping company.

After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.

 

Missing item(s), wrong item(s), or incorrect package sent

Please carefully check the contents and the weight of the parcel before signing it. For any issues, please get in touch with our Customer service with the information below:

  • Please email us with your order number and checking number.
  • Please send us clear pictures of the outer packaging, the shipping label, the weight of the package, and the item you receive.

Then we will either resend the correct item(s) or give you a refund, depending upon your requirement.

 

30-Day Return Guarantee

Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase. Once the returned item arrives back in Reinkcase’s warehouse for inspection, the refund process will begin.

  • Returns must include all accessories
  • Items must include original packaging
  • Delete all personal data in the device (Factory reset condition)
  • Returns may be rejected if items do not meet the above requirements

Please contact us if you decide to return and returns without our confirmation will be rejected with no responsibility at our end. You will be informed of the reason(s) of return rejection without refund.

For non-quality-related claims, the buyer is responsible for shipping costs and Reinkcase refunds the cost of the product itself. We will deduct the following return costs from your payment:

  • 17% VAT will be imposed if returned to China manufacturing site: Once it returns, the Chinese government will add 17% VAT as import tax (= Unit price x 17%).
  • DHL pickup service cost: Approx. 60 to 80 USD depending on pickup areas or locations. The cost varies due to some status such as pandemic and DHL charges based on their actual situation. You may arrange delivery yourself if you do not need DHL pickup service.
  • Handling charges: documentation/restocking/payment platform etc. Approx. 20 to 30 USD.

Refund requests for the 30-day return guarantee expire 30 days after opening a warranty claim. It is impossible to process a refund request for non-quality issues for items that have passed this 30-day window.

 

Special Notes:

  • The customer will pay the shipping fee for returning the product and is non-refundable except for product damage caused during transportation.
  • During the return shipping, the customer is responsible for any customs charges, duties, or tariffs when returning to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
  • Reinkcase will, by default, resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
  • In case of any misuse, any repairs, accessories, and shipping fees, both ways, are entirely the customer's responsibility and are at their own expense.

 

Returns and Compensation Process

For any after-sales issues, please get in touch with Customer service directly, and they will offer you a solution according to your case.

For exchanges, the processing time for the replacement will be between 2-7 business days upon receiving your item back and depending on stock availability.

For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:

  • PayPal refunds may take up to 48 hours to process and appear in your account.
  • Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

If you encounter some problems that we have not mentioned, please don't hesitate to get in touch with us at service@reinkcase.com