Refund policy

Return & Refund Policy

Last updated: [19/05/2026]

At LoomyCase, our phone cases are made to order specifically for you through our print-on-demand production partners. Because each item is produced after your order is placed and is printed for your specific phone model and chosen design, our return and refund processes differ from those of traditional retail stores.

This policy explains how returns, refunds, replacements and cancellations work. Nothing in this policy limits or affects any mandatory consumer rights that apply to you under the law of your country or region. Where local law gives you stronger rights than this policy, those rights apply.

1. Damaged, Defective or Incorrect Items

We stand behind the quality of our products. Please inspect your order as soon as it arrives. If your item is:

  • structurally damaged in transit,
  • has a manufacturing defect (for example, peeling print, cracked case, faulty cutouts), or
  • is the wrong item, wrong phone model or wrong design compared with what you ordered,

we will, at our discretion and where appropriate to your situation, offer a free replacement or a full refund, including any standard shipping costs you paid.

How to make a claim

Please contact us at loomycase@gmail.com within 30 days of delivery and include:

  1. Your order number,
  2. A brief description of the issue, and
  3. Clear photos showing the entire product and a close-up of the specific problem.

In most approved cases for damaged or defective items, you will not be required to return the physical product to us. If a return is needed, we will provide instructions and, where the issue is our fault, cover the return shipping cost.

Print tolerances (not considered defects)

Print-on-demand manufacturing involves small natural variations. The following are not considered defects:

  • Minor color variations caused by different monitor or screen calibrations between your device and ours,
  • Slight shifts in print placement (typically a few millimeters),
  • Minor texture or finish variations between batches.

2. Legal Guarantee of Conformity (EU, EEA and United Kingdom)

If you are a consumer located in the European Union, the European Economic Area, or the United Kingdom, you benefit from a legal guarantee of conformity of at least 2 years from the date of delivery, in addition to the rights described in Section 1. Some EU countries provide a longer guarantee period under national law.

This means that if a product turns out to be faulty, does not match the description, or does not work as a phone case reasonably should within that period, you may be entitled to:

  • A free repair or replacement, or
  • A price reduction or full or partial refund if repair or replacement is impossible, disproportionate, or not carried out within a reasonable time.

This legal guarantee applies regardless of any commercial guarantee and is not affected by Section 3 below. To claim it, contact us at loomycase@gmail.com with your order number and a description of the issue.

3. EU, EEA and UK Right of Withdrawal (14-Day Cooling-Off Period)

If your order is shipped to the European Union, European Economic Area or the United Kingdom, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, in accordance with Directive 2011/83/EU (and equivalent UK consumer law).

How to exercise this right

You must inform us of your decision to withdraw within 14 days of the day you (or a third party designated by you, other than the carrier) received the goods. To do this, send an unequivocal statement to loomycase@gmail.com including your order number and your wish to withdraw. You may use the model withdrawal form included at the end of this policy, but you are not required to do so.

Conditions for withdrawal

  • Return deadline: You must send the goods back to us without undue delay, and in any event no later than 14 days from the day you communicate your withdrawal.
  • Return shipping costs: You are responsible for the direct cost of returning the goods.
  • Condition of the item: You may handle the goods only as you would be allowed to in a physical shop, to check their nature, characteristics and functioning. You may be liable for any diminished value of the goods resulting from handling beyond that.
  • Refund: Once we receive your withdrawal request, we will reimburse you for all payments received from you, including standard delivery costs (but not any extra costs resulting from a delivery method more expensive than our cheapest standard option). We will issue the refund within 14 days of being informed of your decision to withdraw, using the same payment method you used for the original transaction unless you have expressly agreed otherwise. We may withhold the refund until we have received the returned goods, or until you have supplied proof that you have sent them back, whichever is earlier.

Important exception: personalized / made-to-order products

Under Article 16(c) of EU Directive 2011/83/EU and equivalent national laws, the right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalized.

Because each LoomyCase product is printed to order specifically for the phone model and design you select after you place the order, many of our products fall within this exception. In particular, the right of withdrawal does not apply to:

  • Cases featuring your own uploaded photos, custom text, names or other personal customization,
  • Cases configured to your specifications in ways that prevent us from reselling them.

For standard, non-personalized designs that we offer in a catalog and could reasonably resell, the 14-day right of withdrawal does apply. If you are unsure whether your specific order falls within the exception, contact us at loomycase@gmail.com and we will tell you before you return the item.

These statutory rights are unaffected by Sections 4 and 5 below.

4. Change of Mind (Customers Outside the EU, EEA and UK)

If you are located outside the EU, EEA and UK, and the items in your order are not defective, damaged or incorrect, we generally do not accept returns, exchanges or issue refunds for:

  • Buyer's remorse or change of mind,
  • Ordering the wrong phone model, size or variant,
  • Design or style preference changes after purchase.

This is because each product is printed specifically for your selected phone model and design only after your order is placed, and we cannot resell it.

This section does not limit any mandatory consumer protection rights you may have under the laws of your country (for example, in Mexico under the Ley Federal de Protección al Consumidor and PROFECO, your rights to demand replacement, refund or price reduction in case of products that do not match the quality, brand or specifications offered remain unaffected, along with the statutory bonus of at least 20% where applicable).

5. Incorrect Addresses, Failed Deliveries and Unclaimed Packages

You are responsible for providing a complete and accurate shipping address at checkout. Please also review our Shipping Policy (https://loomycase.com/policies/shipping-policy) for full details on delivery, tracking and risk during transit.

If an order is returned to us, delayed, lost in transit or cannot be delivered because:

  • the shipping address provided was incorrect or incomplete,
  • the recipient was unavailable and the carrier returned the package,
  • the package was left unclaimed at customs or at a post office, or
  • customs clearance was refused due to information the customer was responsible for providing,

we may be unable to issue a full refund.

Any refund, replacement or reshipment in such cases will be handled on a case-by-case basis, taking into account the circumstances of the order, the production and shipping costs already incurred, and applicable law. If reshipment is possible, additional shipping charges may apply and will be communicated to you in advance.

If the failure to deliver is our fault (for example, we shipped to the wrong address despite correct information from you), we will arrange a free reshipment or a full refund at no cost to you.

6. Refund Processing

Where a refund is approved:

  • It will be issued to your original payment method, unless you expressly agree to another method and this does not result in any fees for you.
  • For EU/EEA/UK withdrawals (Section 3), we will issue the refund within 14 days of being informed of your decision, subject to the conditions in Section 3.
  • For all other approved refunds (damaged/defective items, our error), we aim to process the refund within 10 business days of approval.

Please note it can take additional time for your bank, card issuer or payment provider to process and post the refund to your account.

If more than 15 business days have passed since we confirmed your refund was issued and you have not received it, please contact us at loomycase@gmail.com so we can help investigate.

7. Order Changes and Cancellations Before Shipment

Because our print-on-demand partners process orders quickly to ensure fast delivery, once an order enters production it can no longer be changed or cancelled.

If you need to change or cancel an order (for example, wrong phone model, wrong address, wrong design), please contact us immediately at loomycase@gmail.com, with your order number and the change requested. We will do our best to intercept the order before it enters production, but we cannot guarantee that this will be possible.

This section does not affect your statutory cancellation rights described in Section 3 (where applicable).

8. How to Contact Us

For all return, refund, cancellation or order inquiries:

LoomyCase Email: loomycase@gmail.com [Add your business address here — required in many jurisdictions, including the EU and UK] [Add the legal/trading name of the business and registration number if applicable]

We aim to respond to all enquiries within [X] business days.

Annex – Model Withdrawal Form (EU / EEA / UK customers only)

(Complete and return this form only if you wish to withdraw from the contract under Section 3. This form is provided pursuant to Annex I(B) of Directive 2011/83/EU.)

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 notified on paper): __________________________
  • Date: __________________________

(*) Delete as appropriate.

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