Returns and Refunds

Captured Cases phone cases are made to order using your uploaded image, chosen phone model and selected case type.

Because the product is personalised, change-of-mind cancellation rights may not apply once production has started.

Your legal rights still apply. If your case is faulty, damaged on arrival, not as described, or we made the wrong case, contact us at orders@capturedcases.co.uk as soon as possible.

Please include your order reference, a short description of the issue and clear photos of the case and packaging where relevant.

Where the issue is our fault, we will offer a suitable remedy such as a remake, replacement, repair or refund.

We print from the image and position you submit. We are not usually able to refund or remake an order because of spelling in your notes, a low-resolution upload, an incorrect phone model, or a design choice confirmed by you.

If you notice a mistake immediately after ordering, email us quickly with your order reference. We will try to help before production starts, but this cannot be guaranteed.

Approved refunds are normally returned to the original payment method through Stripe.

Refund timing depends on your bank or card provider after the refund has been processed.

Do not send anything back until we have replied with return instructions.

For faulty or incorrect orders, we will explain whether a return is needed and how it should be sent.