Refund & Returns Policy
Last Updated: August 15, 2026
At TheShellSmith, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return within 14 days of receiving your item.
1. 14-Day Return Policy
You have 14 days from the date your order is delivered to request a return.
To qualify for a return, the item must:
- Be unused and in its original condition
- Have no scratches, marks, damage, or signs of use
- Be returned with its original packaging
- Include any accessories, inserts, or other items supplied with the product
- Include proof of purchase or your order number
Returns requested after the 14-day return period may not be accepted.
2. How to Request a Return
To request a return, please contact our customer support team within 14 days of delivery and provide:
- Your full name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photos of the product if it is damaged, defective, or incorrect
Once your return request has been reviewed, we will provide instructions on how and where to send your item.
Please do not return products without first contacting TheShellSmith.
3. 30-Day Money-Back Processing
Once your returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 30 days for the money to be returned after the refund has been approved.
The actual time it takes for the refund to appear in your account may depend on your bank, card issuer, payment provider, or financial institution.
4. Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives.
If your product is:
- Damaged during delivery
- Defective
- Incorrect
- Different from the item you ordered
please contact us as soon as possible.
We may ask you to provide clear photographs or videos of the product and packaging so we can review the issue.
If the claim is approved, we may offer a:
- Replacement
- Exchange
- Full or partial refund
depending on the circumstances.
5. Compatibility Issues
Customers are responsible for selecting the correct case for their phone, tablet, or laptop model.
Before ordering, please check the:
- Device brand
- Device model
- Screen or device size
- Product compatibility information
If you accidentally order a case for the wrong device model, you may still request a return within the 14-day return period, provided the item remains unused and in its original condition.
Return shipping costs for products ordered in the wrong size, model, or variation may be the customer’s responsibility.
6. Non-Returnable Items
We may be unable to accept returns for:
- Products that have been used
- Products damaged after delivery
- Products with scratches or signs of wear
- Items returned without original packaging
- Personalized or custom-made products
- Products modified by the customer
- Items returned after the 14-day return period
- Products damaged because of improper installation or misuse
Your statutory consumer rights, where applicable, are not affected.
7. Sale and Promotional Items
Unless otherwise stated, sale or promotional products may be returned under the same 14-day return policy, provided they meet our return eligibility requirements.
Final-sale products, where clearly identified before purchase, may not be eligible for return unless they are defective or damaged.
8. Exchanges
If you would like to exchange your item for another model, size, or design, please contact us within 14 days of receiving your order.
Exchanges are subject to product availability.
If the replacement item has a different price, you may be required to pay the difference or receive a refund for the difference.
9. Return Shipping Costs
Unless the product is damaged, defective, or incorrectly supplied by TheShellSmith, return shipping costs may be the responsibility of the customer.
If we sent you an incorrect item or the product arrived damaged or defective, we will review the case and provide appropriate return or replacement instructions.
Original shipping charges may be non-refundable unless required by applicable law or the return is due to an error by TheShellSmith.
10. Lost Return Packages
We recommend using a trackable shipping service when returning an item.
TheShellSmith cannot be responsible for returned packages that are lost before they reach us.
Please keep your return tracking information until your return and refund have been completed.
11. Refund Method
Approved refunds will normally be returned using the same payment method used for the original purchase.
We generally cannot issue a refund to a different card, bank account, or payment method unless required or permitted by the relevant payment provider.
12. Refund Delays
After we issue your refund, your bank or payment provider may require additional processing time.
If 30 days have passed after your refund was approved and you have still not received the funds, please contact your bank or payment provider first.
If the issue remains unresolved, contact TheShellSmith customer support and we will assist you where possible.
13. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Orders that have not yet been processed or dispatched may be eligible for cancellation.
Once an order has been dispatched, it may no longer be possible to cancel it, and you may need to wait until the order is delivered and then follow our standard return procedure.
