Returns & Replacement Policy

Last Updated: August 2026

At 3BroCases, every phone case is crafted with care to ensure it reaches you looking exactly as expected. Since most of our products are printed or prepared specifically for your order, we maintain a transparent returns and replacement policy that protects both our customers and our production process.

Our Promise

If we make a mistake, we'll make it right.

If you receive a product that is:

  • Damaged during transit
  • Defective or has a manufacturing issue
  • Different from what you ordered

We'll replace it at no additional cost after verification.

Eligible Replacement Requests

To qualify for a replacement, please ensure the following:

  1. Report Within 24 Hours
    Notify our support team within 24 hours of receiving your order.
  2. Unboxing Video Required
    A continuous, unedited unboxing video starting before the package is opened is mandatory for all damage, missing item, or incorrect product claims. Unfortunately, claims submitted without an unboxing video may not be eligible for approval.
  3. Product Condition
    The product should be unused and returned in its original packaging with all accessories (if applicable).

Situations Covered

We'll happily replace your order if:

  • You received the wrong phone model.
  • You received the wrong design or product.
  • The item arrived broken or damaged.
  • There is a verified manufacturing defect.
  • The print quality is significantly defective due to production error.

Situations Not Covered

As every order is produced specifically for you, we are unable to accept returns or replacements for:

  • Incorrect phone model selected during checkout.
  • Wrong colour or design chosen by the customer.
  • Change of mind after placing the order.
  • Minor colour variations caused by different screen displays.
  • Normal wear and tear after usage.
  • Damage caused due to misuse, drops, water exposure, or improper handling.
  • Requests raised after 24 hours of delivery.

How to Request a Replacement

Email our support team with:

  • Order Number
  • Registered Email or Mobile Number
  • Clear photos of the issue
  • Continuous unboxing video
  • Brief description of the problem

Our team will review your request within 1–2 business days. If approved, we'll dispatch your replacement as quickly as possible.

Return Shipping

In some cases, we may ask you to return the original product before dispatching a replacement. Depending on the issue, 3BroCases may arrange the pickup or request that you ship the item to us. If the issue is verified as our mistake, eligible shipping costs may be reimbursed.

Refund Policy

Since our products are made-to-order, we generally do not offer refunds once production has started.

Refunds will only be considered if:

  • Your replacement cannot be fulfilled because the product is permanently unavailable.
  • We are unable to resolve a verified issue.
  • Your order is cancelled by 3BroCases before shipment.

Approved refunds are processed to the original payment method within 5–7 business days, although your bank or payment provider may take additional time to reflect the amount.