Returns & Refunds

1. Eligibility

Most items purchased from Letscase are eligible for a return or exchange provided they meet the conditions outlined below. To qualify, the return must be initiated within the applicable return window and the item must be in its original condition.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom-designed phone cases — cases made with your own uploaded images or personalised text are produced specifically for you and cannot be resold.
• Screen protectors that have been applied or opened from their sealed packaging.
• Earphones and earbuds that have been opened or used, for hygiene reasons.
• Clearance / final-sale items — items marked as final sale at the time of purchase.
• Gift cards and digital vouchers.

3. Return Window

You have 7 days from the date of delivery (or in-store pickup) to request a return. After this period, we are unable to accept return requests unless the item is defective or damaged (see Section 7 below).

4. Condition of Returned Items

To be eligible for a return, items must be:

• Unused and in the same condition as when you received them.
• In the original packaging, including any tags, manuals, and accessories.
• Free from scratches, dents, or any signs of use.

Items that do not meet these conditions may be returned to you or a partial refund may be offered at our discretion.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved:

• Refunds are processed to your original payment method (Mobile Money, card, or bank transfer via Paystack).
• Mobile Money refunds are typically reflected within 24–48 hours.
• Card and bank refunds may take 5–10 business days depending on your bank or card issuer.
• Original shipping or delivery fees are non-refundable unless the return is due to our error or a defective product.

6. Exchanges

If you need a different colour, model, or variant, please contact us before sending the item back so we can confirm availability. If the replacement item has a different price, we will advise you on any additional payment or partial refund.

For in-store pickup orders, exchanges can be done directly at our store location, subject to stock availability.

7. Damaged or Defective Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with:

• Your order number.
• A clear photo or video showing the issue.
• A brief description of the problem.

We will arrange a replacement or full refund (including shipping) at no extra cost to you. Do not discard the item or packaging until we have resolved the issue.

8. How to Start a Return

To initiate a return, follow these steps:

1. Contact us via WhatsApp (+233 540 451 001) or through our Contact page with your order number and reason for the return.
2. Our team will review your request and respond within 24 hours with instructions.
3. Ship the item back to us or drop it off at our store (if you picked up in store). The cost of return shipping is the customer’s responsibility unless the return is due to our error.
4. Once we receive and inspect the item, we will process your refund or exchange.

9. Questions?

If you have any questions about our returns and refunds policy, please don’t hesitate to reach out:

• WhatsApp: +233 540 451 001
• Instagram: @letscase_gh