RETURNS & EXCHANGES
This policy applies to purchases made from Amber Case.
Because every Amber Case product is personalized and handmade using the photo and device model selected by the customer, customized products are made specifically for each order.
30-DAY ISSUE REPORTING PERIOD
If your product arrives damaged, defective, materially different from your order, or you receive the wrong item, please contact us within 30 days of delivery.
To request assistance, email:
Please include:
- Your order number;
- A clear description of the issue;
- Clear photos or a short video showing the product and the issue;
- Photos of the shipping package if the item arrived damaged.
We will review your request and provide an appropriate resolution, which may include a replacement, partial refund, or full refund depending on the circumstances.
CUSTOMIZED PRODUCTS
All personalized iPhone and AirPods cases are made specifically for each customer. Therefore, customized products are generally final sale and cannot be returned, exchanged, or refunded because of:
- A change of mind;
- Selecting the wrong iPhone or AirPods model;
- Uploading the wrong photo;
- Uploading a blurry, dark, cropped, or low-resolution image;
- Entering incorrect customization or order information;
- Minor differences in color between the screen preview and finished product;
- Reasonable image cropping or repositioning required for production;
- Minor variations resulting from handmade acrylic and resin work;
- Normal differences in placement, texture, shine, thickness, or finish.
These conditions do not affect your rights if the product arrives damaged, defective, incorrect, or materially different from what you ordered.
HANDMADE VARIATIONS
Every Amber Case product is individually assembled and finished by hand.
Small differences in acrylic placement, resin texture, reflections, surface finish, image positioning, or thickness are natural characteristics of handmade production and make each product unique.
Minor handmade variations that do not materially affect the appearance, fit, protection, or normal use of the product are not considered defects.
WRONG DEVICE MODEL OR PHOTO SELECTED
Customers are responsible for confirming their device model and uploaded photo before completing checkout.
We cannot provide a free replacement, exchange, or refund when:
- The wrong iPhone or AirPods model was selected by the customer;
- The customer uploaded the wrong photo;
- The image quality provided by the customer was unsuitable;
- Incorrect shipping or customization information was submitted.
Please carefully review all selections before placing your order.
ORDER CHANGES AND CANCELLATIONS
Because production may begin shortly after an order is placed, please contact us immediately if you need to change or cancel your order.
Email:
We will make reasonable efforts to accommodate your request. However, once customization or production has started, the order may no longer be changed or canceled.
Submitting a cancellation or modification request does not guarantee that the request can be completed.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
Contact us promptly if:
- The item arrived damaged;
- The product has a manufacturing defect;
- You received the wrong product;
- The device model differs from the model shown on your order confirmation;
- The customized image materially differs from the image submitted with your order due to our production error;
- An item is missing from your order.
Once the issue has been verified, we will provide an appropriate solution at no additional product cost to you.
Please do not discard the product or its original packaging until your request has been reviewed.
RETURN AUTHORIZATION
Do not mail any product back to us before receiving return authorization and instructions.
Returns sent without prior approval may not be accepted, processed, or refunded.
If a physical return is required, we will provide the applicable return address and shipping instructions by email.
Products must be returned in the condition in which they were received, together with any original packaging and included accessories, unless the product was damaged upon arrival.
RETURN SHIPPING COSTS
When a return is required because the product is confirmed to be damaged, defective, incorrect, or affected by our error, we will provide instructions regarding eligible return shipping costs.
Unauthorized returns and returns sent using Freight Collect, Cash on Delivery, or Collect on Delivery services will not be accepted.
Customers are responsible for any return shipping costs arising from incorrect information, device models, photos, or selections submitted by the customer, where a return is approved as an exception.
NON-RETURNABLE ITEMS
The following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:
- Personalized or custom-made products;
- Gift cards;
- Products marked as final sale;
- Products that have been used, altered, intentionally damaged, or modified after delivery;
- Products returned without authorization;
- Products that were not purchased from Amber Case.
Discounted or promotional pricing does not change the customized nature of a product.
REFUNDS
If a refund is approved, it will be issued to the original payment method used for the order.
After we process the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Original shipping charges and shipping protection or guarantee fees are generally non-refundable after the applicable service has been provided, except when the refund results from our error or when otherwise required by law.
EXCHANGES
Because our products are personalized, we do not offer standard exchanges.
If your order qualifies because it arrived damaged, defective, or incorrect, we may issue a replacement rather than requiring you to place a new order.
Replacement products must use the original device model and customization submitted with the qualifying order unless otherwise approved by us.
CONTACT US
For questions about returns, replacements, exchanges, or refunds, contact:
Amber Case
Email: support@ambercase.co
Please include your order number whenever you contact us so that we can assist you more efficiently.