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CANCELLATION & REFUND POLICY

Wuthering Shades – Custom Orders**
Last updated: 15/12/2025

At Wuthering Shades, every phone case is individually customized based on your artwork, selections, and instructions.
Because of the personalized nature of our products, cancellations and refunds are limited.
Please read the policy carefully before placing an order.

1. Order Cancellation

1.1. Cancellation Before Production

You may cancel your order ONLY before production begins.

Production begins once:

  • You have approved the design review, and

  • Your payment has been successfully completed.

If you wish to cancel before production:
Select the "Reject Design" button to cancel the order.
 

1.2. Cancellation After Production Has Started

Once production has started, the order cannot be cancelled, as the product is made specifically for you.

2. Refund Policy

2.1. No Refunds for Custom Products

Because every phone case is custom-made, we do NOT offer refunds for:

  • Change of mind

  • Incorrect phone model or details provided by the customer

  • Design dissatisfaction if it matches the approved review

  • Personal preference after receiving the product

2.2. Eligible Refunds or Replacements

A refund or replacement is only provided if:

  • The product arrives damaged

  • The wrong item is delivered

  • There is a clear manufacturing defect

In such cases, you must report the issue within 48 hours of delivery.

2.3. Proof Required

To process a replacement or refund request, you must provide:

  • Clear photos of the case

  • A video of the unpacking (if possible)

  • A description of the issue

Without sufficient evidence, we cannot approve a refund or replacement.

3. Incorrect or Incomplete Address

If a delivery fails because of:

  • Incorrect address

  • Incomplete address

  • Recipient unavailable

Wuthering Shades is not responsible.
Reshipping fees may apply.

4. Damaged or Lost Shipments

4.1. Damaged on Arrival

If the package arrives damaged:

  • Report within 48 hours

  • Provide photo/video proof

  • We will review and arrange a replacement if approved

4.2. Lost Packages

If a package is lost by the courier:

  • We will assist in filing a claim

  • Compensation depends on the courier’s policies

Wuthering Shades does not guarantee refunds for courier-related losses.

5. Non‑Returnable Items

Custom-made phone cases cannot be returned, except in cases of:

  • Manufacturing defects

  • Wrong item sent

6. Processing Time for Approved Refunds

If a refund is approved:

  • It may take 5–10 business days to reflect in your account

  • Timelines depend on your bank/payment provider

7. Contact Us

For questions or support, contact us at:
email: [your email here]
Instagram: https://www.instagram.com/wuthering_shades/

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