Refund policy

Returns & Exchanges Policy

At ThePepply, every phone case is carefully crafted—whether customized or premade—to meet your order specifications.

Non-Returnable / Non-Refundable Items

We do not offer returns, refunds, or exchanges in the following situations:

• Incorrect size, finish, colour, or design selected at checkout
• Change of mind after purchase
• Damage to the case caused by the customer

⚠️ Note: All cases are made to order to reduce waste and support sustainability. Please double-check your order details before confirming payment.

Order Changes & Cancellations

• If you realize you’ve ordered the wrong size, finish, or colour, please contact us immediately at thepepply@gmail.com before your order ships.
• We will do our best to accommodate changes, but modifications cannot be guaranteed.
• Once your order has been shipped and is with the carrier, we are unable to:

• • Cancel the order

  • Make changes to the order

Faulty or Defective Products

We accept returns, refunds, or replacements if the product is faulty or defective.

Conditions:

• Proof of purchase is required.
• Clear evidence (photo or video) must show that the defect or damage is due to manufacturing or postal damage.
• Damage must be reported within 7 days of delivery.
• We do not accept claims if the product was damaged by the customer.

If approved, you may choose:

• Replacement: A new case (same size, finish, and design) will be sent at our cost.
• Refund: The full cost of the order, including shipping, will be refunded to your original payment method.

Misuse or Accidental Damage

Refunds or replacements are not offered if damage is caused by:

• Dropping the case
• Forceful removal or misuse
• Normal wear and tear
• Improper storage or handling