Returns, Refunds and Replacement Policy
This returns policy forms part of our standard terms and conditions of use. Hey Casey! Operates on a print-on-demand business module and therefor follow a strict return & exchange policy. Hey Casey! therefore reserves the right to decline any return, refund or exchange requests and only stock deemed faulty by Hey Casey! will be approved for our Returns, Refunds and Replacement Policy.
- Sales Stock Policy: All sales during our annual BFCM (Black Friday / Cyber Monday) sale, or any other sale, is final and no returns, refunds or replacements will be accepted.
- Replacement/Faulty stock policy: The original item needs to be returned to Hey Casey! within 7 business days, and the replacement order will be shipped out within 7 business days after the returned package has been received, pending approval of return.
- Wholesale Stock: Unless otherwise specifically mentioned in the invoice or printing proof, all wholesale orders are printed on our standard Slim Fit TPU phone cases. No reprints, returns, refunds or replacements are accepted for wholesale orders.
As Hey Casey! Is a print-on-demand business, only items that are faulty are eligible for returns and replacements. All returned items must have ALL ORIGINAL ACCESSORIES AND PACKAGING including manuals, cables, connections etc, and must be unaltered and/or tampered, unopened and unused, in order to qualify for a replacement.
The items returned will be tested by Hey Casey! to validate that they are indeed faulty/defective. Should the item indeed be faulty/defective, a replacement item will be sent to you within 7 business days, free of charge. This replacement item is subject to stock availability, failing which, a store credit will be given.
Should the items prove to not be faulty/defective, they will be held by Hey Casey! until a customer claims them by covering shipping costs back to them. After a 30 day period, they will be disposed of at Hey Casey!'s discretion.
Any shortages of your order, errors, or damages made to the shipment must be notified to Hey Casey! at firstname.lastname@example.org within 24 hours of receipt of the order. All damages and shortages not reported to Hey Casey! within this time frame, will be the purchaser’s responsibility and may be subtracted from total replacement amount. Please ship the authorized item(s) with proper encasing or packaging to ensure the integrity of the items enclosed with the invoice number clearly visible on the outside of the package. Hey Casey! is strictly not liable for any damages and/or losses in transit to our warehouse.
Accrued delivery charges will apply for any incorrect delivery addresses, which will result in a redelivery of the order to that customer.
IMPORTANT: THERE ARE NO RETURNS ON PHONE GRIPS, SCREEN PROTECTORS, CELL SKINS, OR ANY OTHER SKINS, HOLOGRAM STICKERS, AND ALL OTHER PRODUCTS WITH ADHESIVE MATERIAL WITH BACKING REMOVED, ALTERED AND/OR USED.
Due to different computer monitors/calibrations colors of products might differ from the depicted product pictures shows. No refunds, exchanges or returns will be granted with regards to color and related differences.
Please contact us at email@example.com if you are unsure if an item is returnable. Returns must be received by us within 7 business days of the date that we dispatched the item to you. The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please ensure that your order number is visible on the outside of the returned order package, so that your refund can be processed.
We will not be able to accept the return of an item in the following situations:
- If we receive a returned item later than 7 days after the date of dispatch
- If the item, as well as the packaging, is not in mint condition
- If the item is of a custom design/specification to your order
- If a valid reason for has not been provided for return has not been provided
In any of these cases we will not be able to process a return, exchange or store credit and you will be liable for the costs of re-delivering the item to you. It is your responsibility to package the item securely to ensure that it does not get damaged in transit.
All requests for refunds must be made within 7 business days after the receipt of the returned item to firstname.lastname@example.org. All items that have been returned must have a valid invoice number to qualify for an exchange or store credit. Items returned without a valid invoice number are the not the responsibility of Hey Casey!. Any unauthorized Hey Casey! items that are sent back, attached or unattached, to/with the authorized items, are also not the responsibility of Hey Casey!. We will hold unauthorized items for up to 30 days for the customer until customer claims them by covering shipping costs back to them. After the 30 day period, they will be disposed of at Hey Casey!'s discretion.
Refunds, store credit and exchanges are subject to a 15% handling fee.
The order number must be marked on the outside of the package containing the returned product to be accepted. All returned items must have ALL ORIGINAL ACCESSORIES AND PACKAGING including manuals, cables, connections etc, unaltered and/or tampered with, in order to qualify for a store credit or exchange.
Product defect that is attributable to any failure or damage which is beyond the reasonable control of Hey Casey! is not covered by warranty and is ineligible for any refunds, replacements and/or exchanges. All goods are guaranteed against faulty materials and workmanship. Goods are not guaranteed against faults resulting from normal wear and tear.
Cancelling an order
Orders cancelled before payment will be accepted, should any order be cancelled after payment have been received, Hey Casey! will not accept the cancellation.
If you want to return a product you have purchased from Hey Casey! for any reason permitted under this Returns Policy, you must in all instances notify Hey Casey! at email@example.com beforehand to discuss the reasons as to why the return is to occur and for necessary arrangements to be made. When informing us of your return, please ensure that you have your order number ready so that we can trace your order to ensure a smooth refund/replacement. All returns must be returned to our physical address and not a Post Net or Postal address.
It is your responsibility to return the item(s) and to ensure that the order is package securely to ensure that it does not get damaged in transit.
IMPORTANT: Hey Casey! is not able to accept the return of any products which have not gone through the above process and/or are not accompanied by a valid order number. All items that have been returned must have a valid order number to qualify for a replacement. Items returned without a valid order number are the not responsibility of Hey Casey!. Please treat products and packaging with reasonable care while in your possession. Hey Casey! may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession.
Some product images displayed on our website are mock-ups and a representation of the product - The actual product might differ slightly.
Hey Casey! reserves the right to approve or decline any return, credit and exchange requests at it's sole discretion.