Returns & Refunds

RETURNS & REFUND POLICY

Last Updated: 16 September 2026

This Returns & Refund Policy is issued by Snap Commerce (Business Registration No. 202503326223 (JM1036007-V)), trading as CASESNAP® (“we”, “us” or “our”).

We want every order to arrive correctly and in good condition.

Please review this policy carefully before placing your order, particularly when purchasing a customized, personalized or made-to-order product.

This policy applies to purchases made through our official website. Purchases made through third-party marketplaces may also be subject to the applicable marketplace's return and refund procedures.

1. CHANGE OF MIND

All sales are generally considered final once an order has entered processing or production.

We generally do not accept returns, exchanges or refunds for change-of-mind purchases, including situations where you:

no longer want the product;
prefer another design or colour;
decide to purchase another case type;
change to a different phone after ordering;
find another product you prefer; or
simply change your mind after completing your purchase.

Nothing in this section affects any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

2. CUSTOMIZED & PERSONALIZED PRODUCTS

Customized and personalized products are made specifically according to the information, selections and content submitted by you.

Once a customized or personalized order has entered production, it generally cannot be cancelled, changed, returned or exchanged due to change of mind.

This includes products containing:

personal photographs;
customer-uploaded artwork;
names;
initials;
custom text;
personalized layouts;
customer-created designs; or
other customer-selected customization.

Please carefully review your design and product selections before completing your order.

3. CUSTOMER DESIGN & CUSTOMIZATION ERRORS

We manufacture customized products based on the information and design submitted or confirmed by you.

We are therefore generally unable to provide a free replacement, exchange or refund where the issue results from information or selections submitted incorrectly by the customer.

Incorrect Phone Model Selected

If you order a case for the wrong device model, we are generally unable to exchange or refund the product once it has entered production.

For example:

You own an iPhone 17 Pro Max but accidentally order an iPhone 17 Pro case.

If the product supplied matches the model stated in your confirmed order, this will not be considered a fulfilment or manufacturing error on our part.

Please check your device model carefully before placing your order.

Spelling or Text Errors

We are unable to provide a free replacement where personalized text was printed exactly as submitted by you.

This includes:

misspelled names;
incorrect dates;
incorrect initials;
incorrect capitalization; or
other customer-entered text errors.

Image Quality

Customers are responsible for uploading images of suitable quality.

Low-resolution, blurry, pixelated, heavily compressed or otherwise poor-quality images may result in lower-quality printing.

Where the finished product reasonably reflects the quality of the original file submitted by you, this will generally not be considered a manufacturing defect.

Design Positioning

You are responsible for reviewing the product preview before submitting your order.

Important photographs, faces, text or design elements should be positioned appropriately in relation to:

camera openings;
case edges;
buttons;
magnetic components;
mirror areas;
cut-outs; and
other restricted production areas

where applicable.

4. PRODUCT PREVIEW & PRINT VARIATIONS

Our online product preview is intended to provide a visual representation of the finished product.

However, the preview shown on your screen is not an exact manufacturing proof.

Reasonable differences may occur between the digital preview and the final physical product due to:

screen colour settings;
differences between display devices;
colour-profile conversion;
printing processes;
case materials;
surface finishes;
manufacturing tolerances;
image cropping;
positioning;
scale; and
lighting conditions.

Slight differences in colour, print positioning, alignment or appearance that fall within reasonable manufacturing tolerances will not normally be considered defects.

Significant printing errors, major misalignment or genuine production defects may still qualify for a remedy under this policy.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as reasonably possible after delivery.

If you receive an item that is:

defective;
damaged;
incorrectly printed;
significantly misaligned;
the wrong product;
the wrong device model compared with your confirmed order;
the wrong design compared with your confirmed order; or
missing from your order,

please contact us within 7 calendar days from the date you receive your parcel.

Email:

hello@casesnap.com.my

Please include, where applicable:

your order number;
your name;
a description of the issue;
clear photographs showing the problem;
photographs of the complete product; and
photographs or video of the packaging where relevant.

We may request additional photographs, video or other reasonable information to help us assess the issue.

6. WHAT MAY BE CONSIDERED A DEFECT

Depending on the product and circumstances, manufacturing defects may include:

cracks present upon arrival;
significant scratches or dents present upon arrival;
damaged case components;
broken buttons or components;
significant printing defects;
missing portions of the printed design;
severe print misalignment;
peeling or abnormal print failure upon receipt;
incorrect product supplied;
incorrect device model supplied compared with your confirmed order; or
another manufacturing defect that materially affects the product.

Each claim will be assessed based on the circumstances and evidence provided.

7. WHAT IS GENERALLY NOT CONSIDERED A DEFECT

The following will generally not be considered manufacturing defects unless the issue is unreasonable or materially affects the product:

minor colour differences between your screen and the printed product;
slight variations in print positioning;
minor differences resulting from manufacturing tolerances;
slight variations in transparent, reflective or textured materials;
normal surface characteristics of the product material;
damage caused after delivery through misuse or accidents;
scratches resulting from ordinary use;
normal wear and tear;
damage caused by improper installation or removal;
damage caused by third-party accessories;
discoloration resulting from normal usage or environmental exposure;
an incorrectly selected device model;
an incorrectly submitted customization;
spelling mistakes submitted by the customer; or
poor print quality resulting directly from a poor-quality image supplied by the customer.

Nothing in this section excludes any claim or remedy available under applicable law.

8. WRONG ITEM SENT BY US

If the product you receive is different from your confirmed order, please contact us within 7 calendar days of delivery.

For example:

Your order confirmation states:

iPhone 17 Pro Max — Mirror Case

but you receive:

iPhone 17 Pro — Mirror Case

This would normally be considered a fulfilment error on our part.

Once verified, we may arrange an appropriate:

replacement;
exchange; or
refund,

depending on the circumstances and applicable law.

Where the error is ours, we will bear reasonable standard shipping costs associated with an approved return or replacement.

9. WRONG DEVICE MODEL SELECTED BY CUSTOMER

Please take particular care when selecting your phone model.

Cases designed for different phone generations or models may appear similar but can have different:

dimensions;
camera openings;
button positions;
speaker openings; and
overall fit.

If the product supplied matches the device model stated in your confirmed order, we will generally not provide a free return, refund or exchange because the wrong device model was selected by you.

If you are unsure of your device model, we strongly recommend confirming it before placing your order.

10. CLAIM ASSESSMENT

Submitting a claim does not automatically mean that a replacement, exchange or refund has been approved.

Once we receive the required information, we will assess the issue.

Depending on the circumstances, we may provide one of the following remedies:

Replacement

We may manufacture and send a replacement product where the original product is confirmed to be defective, damaged or incorrectly supplied.

Exchange

Where appropriate, we may arrange an exchange for the correct item.

Refund

A refund may be provided where appropriate, including where a suitable replacement cannot reasonably be provided.

Other Resolution

In some circumstances, we may agree with you on another reasonable solution.

The appropriate remedy will depend on the nature of the issue and any rights available under applicable law.

11. RETURNING AN ITEM

Please do not return or send any product to us before contacting us and receiving return approval and instructions.

Where a physical return is required, we will provide the applicable return instructions.

Returned products should include, where reasonably possible:

the affected product;
original packaging;
included accessories; and
any other items originally supplied with the product.

We recommend keeping your shipping receipt and tracking information until your return or claim has been completed.

Unauthorized returns sent without our prior approval may not be accepted, and shipping costs incurred for such unauthorized returns will generally not be reimbursed.

12. WHO PAYS THE RETURN SHIPPING COST?

Responsibility for return and replacement shipping depends on the reason for the return.

A. WE WILL BEAR THE SHIPPING COST

We will bear reasonable standard return and replacement shipping costs where we verify that the return is required because:

the product arrived defective;
the product arrived damaged;
we supplied the wrong product;
we supplied the wrong device model compared with your confirmed order;
we supplied the wrong design or customization compared with your confirmed order;
the item was materially different from your confirmed order; or
another verified manufacturing or fulfilment error was caused by us.

Depending on the circumstances, we may:

provide a prepaid return arrangement;
arrange collection of the affected product; or
reimburse reasonable standard return-shipping costs approved by us in advance.

Please do not purchase express, premium or unusually expensive return-shipping services without our prior approval.

If you independently select a more expensive shipping method without our approval, reimbursement may be limited to the reasonable cost of a standard tracked shipping method.

Where a replacement is approved, we will also bear the reasonable standard shipping cost of sending the replacement product to you.

B. CUSTOMER WILL BEAR THE SHIPPING COST

You will generally be responsible for return, exchange and re-delivery shipping costs where the issue is not caused by us.

This may include situations where:

you selected the wrong device model;
you selected the wrong case type, colour or product option;
you provided an incorrect or incomplete delivery address;
delivery failed because of incorrect information provided by you;
you request a non-defect exchange that we agree to accept as an exception;
you return an item without prior authorization; or
after assessment, the product is determined not to have a manufacturing or fulfilment defect.

Where a customer-paid exchange is exceptionally approved, we may require payment of:

the return-shipping cost; and/or
the shipping cost of sending the replacement product

before the exchange is processed.

13. ORIGINAL SHIPPING FEES

Original shipping or delivery fees paid when placing an order are generally non-refundable once the delivery service has been provided.

However, where the entire order is refunded because of a verified:

defective product;
damaged product;
incorrect product supplied by us; or
other material fulfilment error attributable to us,

we may refund the applicable standard delivery charge where appropriate or where required under applicable law.

Premium, express or upgraded shipping charges voluntarily selected by you may not necessarily be refundable beyond the amount equivalent to the standard shipping option, unless otherwise required by law.

14. LOST RETURN PARCELS

Where we provide or arrange the return-shipping method, responsibility for the return shipment will be handled according to the applicable courier arrangement and circumstances.

Where you independently arrange a return shipment, you are responsible for ensuring that the parcel is:

properly packaged;
correctly addressed; and
sent using an appropriate shipping method.

We strongly recommend using a tracked shipping service.

We cannot confirm receipt of a returned product until the parcel has actually been received by us.

If we have approved reimbursement of return-shipping costs, please retain your shipping receipt as proof of the amount paid.

15. REPLACEMENTS

Where a replacement is approved, we will generally replace the affected product using the same:

design;
customization;
device model;
case type; and
specifications

contained in the original order.

A defect replacement cannot normally be used as an opportunity to change to another:

phone model;
design;
photograph;
colour;
case type; or
customization.

If the original product is no longer available, we will contact you regarding an appropriate alternative solution.

16. REFUNDS

If a refund is approved, we will notify you.

Unless otherwise required by applicable law, approved refunds will generally be made to the original payment methodused for the purchase.

Please allow up to 14 business days after approval for us to process the refund.

Your bank, card issuer, payment provider or financial institution may require additional processing time before the funds appear in your account.

Where we have approved reimbursement of reasonable return-shipping costs, the approved amount will be refunded or reimbursed using an appropriate payment method.

If more than 20 business days have passed since we confirmed that your refund was processed and you have not received it, please contact:

hello@casesnap.com.my

17. ORDER CANCELLATIONS & AMENDMENTS

If you need to cancel or amend an order, please contact us as soon as possible at:

hello@casesnap.com.my

We will make reasonable efforts to assist where possible.

However, cancellation or amendment is not guaranteed.

Standard Products

An order may only be amended or cancelled if it has not progressed too far into processing, packing or fulfilment.

Customized Products

Customized orders may begin processing shortly after the order is confirmed.

Once customization or production has started, we may be unable to:

cancel the order;
change the device model;
change the case type;
replace an uploaded image;
change the design;
change personalized text; or
make other amendments.

Please check all details carefully before placing a customized order.

18. PROMOTIONAL, SALE & DISCOUNTED ITEMS

Products purchased during:

promotional campaigns;
sales;
clearance campaigns;
discount-code promotions; or
other special offers

remain subject to this policy.

Promotional or discounted products are generally not eligible for return simply because you change your mind.

However, purchasing a product at a discounted price does not remove any rights you may have in relation to a genuinely defective, damaged or incorrectly supplied product.

19. FREE GIFTS & PROMOTIONAL ITEMS

Complimentary gifts, free promotional products and gifts-with-purchase generally have no cash value and cannot be exchanged or refunded separately.

If your main purchase is refunded and the promotional item formed part of a conditional offer, we may require the promotional item to be returned where appropriate.

If a complimentary promotional item arrives damaged, please contact us and we will assess whether a replacement is available.

20. PRODUCTS PURCHASED THROUGH MARKETPLACES OR OTHER CHANNELS

This policy primarily applies to purchases made through our official website.

If you purchase our products through another platform or marketplace, your return or refund request may also be subject to that platform's applicable policies and procedures.

Where required, claims should be submitted through the original platform or point of purchase.

21. FAIR USE & ABUSE OF RETURNS

We reserve the right to investigate claims where there is reasonable evidence of:

fraudulent refund requests;
altered or falsified evidence;
intentional product damage;
repeated abuse of our return system;
false claims;
unauthorized payment activity; or
other misuse.

Fraudulent claims may be rejected and appropriate action may be taken where permitted by law.

This section does not affect legitimate consumer claims.

22. YOUR RIGHTS UNDER MALAYSIAN LAW

This policy explains our normal return, replacement, exchange and refund procedures.

It does not exclude, restrict or modify any consumer right, guarantee or remedy that cannot lawfully be excluded under applicable Malaysian law.

Where there is any conflict between this policy and a mandatory consumer right under applicable law, the applicable legal requirement will prevail.

23. CONTACT INFORMATION

For returns, defective products, incorrect orders, exchanges or refund enquiries, please contact:

CASESNAP®

Operated by: Snap Commerce
Business Registration No.: 202503326223 (JM1036007-V)
Business Address: C-G-05 Jalan Teratai 1/2F Tmn Bkt Teratai 68000 Ampang Selangor
Telephone: +601123358239
Email: hello@casesnap.com.my

When contacting us regarding an order, please include your order number, a description of the issue and clear photographs or video where applicable.

Please do not return any product to the business address above unless we have first provided return authorization and instructions.