Returns & Claims

Damage or wrong items

Report damaged or incorrect items within 3 calendar days after carrier tracking shows the shipment as delivered.

Your claim must include clear photographs of the outer shipping case, the affected products, product and shipping labels, and the visible damage or mismatch.

CaseScent reviews the evidence and the extent of the loss, then determines the appropriate remedy: replacement, account credit, partial refund, or full refund. The customer cannot select the remedy unilaterally.

Other returns

Orders without damage or a shipping error are not normally returnable. Any exception requires CaseScent’s written approval, and the customer is responsible for approved return shipping costs.

For a missing delivery or irregular tracking event, the carrier investigation must be completed before CaseScent determines whether replacement or refund is appropriate.