• Can I exchange a product?

    These are Gocase’s Overall Return Guidelines applicable only to products purchased by you directly from our website. All returns must meet the overall guidelines in order for the individual return policy to apply. We work hard to guarantee your satisfaction and make sure our products arrive in perfect condition, but if you discover a fault with an item you received please follow these steps: 

    WARNING: We do not exchange or refund any customized products under any cirumstances, unless the product has a manufacturer's defect.

    • Go to our help desk form here and select Cancel Order/Return Item/Complaints. Put the reason of return and take pictures of the defect, within 15 days from receiving your order.
    • Refund for purchased items may be subject to a confirmation on the faulty item.
    • All products that are new with the retail packaging never opened can be returned to Gocase within 30 days. Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by us.
    • Products that are received by Gocase in any of the following conditions are not eligible for return and may be rejected:
      • Any product not purchased from Gocase
      • Any product that does not exhibit the described reason for the return
      • Any product that is returned without all of the original packaging
    • Refunds on the returns described by the items above maybe rejected.
    • Refunds will be done in the original form of payment (Paypal).

    Still having doubts? Click here. We are here to help you get the best Gocase experience!

  • Can I return/exchange a product after receiving it?

    Well, of course! 

    If the products you have received do not live up to your expectations, first of all, that would make us very sad because we love our customers and always try to provide the highest quality products, but we understand and respect your decision.

    Before you decide to purchase our products, please note that unfortunately, customized products are not eligible for a refund or an exchange. This does not mean we will leave you empty-handed if something goes wrong, you can get in touch with our Customer Support team, and they will take care of the situation.

    To return or exchange a product, you can follow these steps:

    1. Go to our Help Desk form and fill up the complaint form. Write the reason for the return and take a couple of pics of your product, so we can better access your situation and come up with the best solution to your problem!
    2. Our Customer Support team will get back to you after receiving your email and pictures and will tell you how to continue.
    3. Please, make sure to inquire for a return within 10 days of having received your package.
    4. Please, make sure that your product is returned in its retail packaging.
    5. Unfortunately, we do not offer return labels at the moment, so you will have to pay a small fee to return your products at your local post office.
    6. Packages that are returned remain the responsibility of the customer until it is received by Gocase.
    7. Products that are received by Gocase in any of the following conditions are not eligible for return and may be rejected:
      • Any product not purchased from Gocase
      • Any product that does not exhibit the described reason for the return
      • Any product that is returned without the original packaging
      • Shipping fee is not refundable in any circumstance;
      • Returns that weren’t informed to the Customer Support team won’t be refunded.
    8. Refunds will be done in the original form of payment.
  • My order hasn't been shipped yet. How can I cancel it?

    If your order hasn't been shipped, you can contact our Gocase Support team within 24 hours after placing your order and they will cancel it, and issue a full reimbursement. 

    If your products are customized, we can only cancel the order within 12 hours. Unfortunately, we are not able to cancel a customized order that has already been printed. But hey, no worries! You can still reach out to our Support team and they will tell you about other possible solutions. 😁