Refund policy
Return & Refund Policy
Last updated: 21/10/2026
LoomyCase phone cases are printed to order for the phone model and design you choose. This policy explains when we replace, refund or accept returns. Nothing in it limits the mandatory consumer rights that apply to you; where your local law gives you stronger rights, those rights apply.
1. Damaged, defective or incorrect items
If your case arrives damaged, has a manufacturing defect (for example peeling print, cracks or misaligned cutouts), or is the wrong product, model or design, we will send a free replacement or a full refund (including shipping), at your choice.
How to claim: email loomycase@gmail.com within 30 days of delivery with your order number, a short description and clear photos of the whole product and the problem. In most cases you will not need to send the item back. If we do need it, we will give you instructions and pay the return shipping.
Normal print variations (not defects): small color differences caused by screen settings, print placement shifts of a few millimeters, and minor finish variations between batches.
2. Orders lost or damaged in transit
We are responsible for your order until it is delivered. If it is lost or damaged in transit for reasons not caused by you (see Section 5), we will send a free replacement or give you a full refund, including shipping, at your choice. See our Shipping Policy for when a package is considered lost.
3. Change of mind
Outside the EU, EEA and UK: because each case is printed only after you order and cannot be resold, we do not accept returns or give refunds for change of mind, ordering the wrong phone model, or style preference. Please double-check your model before ordering. This does not affect your rights under Sections 1, 2, 4 and 6.
EU, EEA and UK consumers: you may withdraw within 14 days of receiving a standard catalog design without giving a reason (Directive 2011/83/EU and equivalent UK law). Send us a clear statement (you may use the model form below) to loomycase@gmail.com, then return the item within 14 days at your own cost to the return address we provide. We refund the price and standard shipping within 14 days of your notice, and may wait until we receive the item or proof of return. You are liable for any loss in value caused by handling beyond what is needed to inspect it. Exception: the right of withdrawal does not apply to goods made to your specifications or clearly personalized (Article 16(c) of the Directive), such as cases with your own photos, text or names.
4. Legal guarantees
Mexico: under the Ley Federal de Protección al Consumidor, if a product does not match the quality, specifications or description offered, you may request replacement, a refund or a price reduction, and, where applicable, the bonus provided by law (not less than 20% of the price paid). You can also contact PROFECO: 55 5568 8722 (CDMX) / 800 468 8722, www.gob.mx/profeco.
EU, EEA and UK: you benefit from a legal guarantee of conformity of at least 2 years from delivery.
United States: nothing in this policy excludes rights you have under applicable federal or state law.
5. Wrong address, failed delivery and customs
If a package cannot be delivered or is returned because the address or phone number provided was incorrect or incomplete, delivery was refused without a lawful reason, no authorized person was available after the carrier's attempts or the package was not collected, or the recipient did not provide information or payment requested by customs, we will offer either:
- a reshipment, paying the new shipping cost (and the production cost if the original item cannot be recovered), or
- a refund of the amount paid minus the production and shipping costs actually incurred,
to the extent permitted by applicable law. We will tell you the exact amounts before you decide. If the failure was our fault (for example, we used a different address than the one you gave), we reship for free or refund in full.
6. Delays and cancellations
Before production: email us immediately with your order number to change or cancel. Production usually starts within 1–2 business days, so we cannot guarantee changes once it begins.
If we cannot ship on time: we will notify you before our dispatch date with a revised date and the option to cancel for a full refund, as described in our Shipping Policy.
7. How refunds are paid
- Refunds go to your original payment method unless you agree to another method at no cost to you. We do not replace a required refund with store credit.
- Cancellations due to shipping delays: within 7 business days.
- Other approved refunds: within 10 business days of approval (EU/UK withdrawals: within 14 days, as stated in Section 3).
- Your bank or payment provider may need extra days to show the refund. If you have not seen it after 15 business days, contact us.
8. Resumen en español (México)
- Producto dañado, defectuoso o equivocado: reposición gratis o reembolso total, a tu elección, si nos escribes dentro de 30 días desde la entrega con fotos y número de pedido.
- Paquete perdido o dañado en el camino por causas no imputables a ti: reposición gratis o reembolso total.
- No aceptamos devoluciones por cambio de opinión o modelo equivocado, porque cada funda se imprime solo para ti.
- Si el paquete no se entrega por dirección o teléfono incorrecto, por no haber quien reciba, por no recogerlo o por no atender lo que pida la aduana, ofrecemos reenvío o reembolso descontando los costos reales de producción y envío, según lo permita la ley.
- Conservas tus derechos de la Ley Federal de Protección al Consumidor y puedes acudir a PROFECO.
9. Contact
LoomyCase · Legal seller: Ricardo Javier Muñiz Cordova
Email: loomycase@gmail.com · Phone: +52 55 2323 0032
Anaxágoras 440, Col. Narvarte Poniente, Benito Juárez, 03020 Ciudad de México, CDMX, Mexico
RFC: MUCR9811196HA
Please do not send products to this address unless we ask you to; we will give you the correct return address when a return is needed.
Annex – Model withdrawal form (EU, EEA and UK only)
To: LoomyCase, loomycase@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Order number: ____________
Ordered on (*) / received on (*): ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is sent on paper): ____________
Date: ____________
(*) Delete as appropriate.
Related policies: Shipping Policy · Terms of Service · Privacy Policy