Returns & Refunds Policy

Effective Date: 2026-05-25 · Version 1.0.0-rc

This policy explains when you can return a product and get a refund.

1. Customized products (phone cases designed via our Designer)

Non-refundable, except in case of:

Manufacturing defect (e.g., printing flaw, misaligned art, material defect)
Shipping damage (e.g., cracked case, water damage during transit)
Wrong item (our error, e.g., wrong phone model or color)

How to claim

Within 14 days of delivery:

Email support@indivisualhub.com with your order number and photos/video showing the issue
We respond within 3 business days
If approved, we reprint and reship (priority) at no extra cost, OR refund to original payment method

What's NOT covered

Design mistakes you made (wrong model selected, typos)
Normal wear and tear after use
Damage from drops / water after delivery (even if labeled "shockproof" — no case prevents all damage)

2. Non-customized products (phone charms, accessories)

30-day return window from delivery:

Item must be unused, in original packaging, with tags
Original receipt / order number required
Return shipping paid by customer unless item was defective or wrongly shipped

Refund timeline

Approval: within 3 business days of receiving the returned item
Refund to original payment method: 5-10 business days depending on your bank

3. EU / UK statutory right of withdrawal

If you reside in the EU or UK, you have a 14-day right of withdrawal from delivery for non-customized products, without reason.

Customized products (made to order, designed by you) are excluded from this right under Article 16(c) of the Consumer Rights Directive and equivalent UK law.

4. How to request

Email support@indivisualhub.com with:

Order number
Reason
Photos (if defect/damage)

5. Contact

Returns & refunds: support@indivisualhub.com
Response time: within 3 business days
Phone support is not available for the first-version storefront; email support is the official returns channel.

Document version: 1.0.0-rc · Last updated: 2026-05-25.

1. Customized products (phone cases designed via our Designer)

Non-refundable, except in case of:

Manufacturing defect (e.g., printing flaw, misaligned art, material defect)

Shipping damage (e.g., cracked case, water damage during transit)

Wrong item (our error, e.g., wrong phone model or color)

How to claim

Within 14 days of delivery:

Email support@indivisualhub.com with your order number and photos/video showing the issue

We respond within 3 business days

If approved, we reprint and reship (priority) at no extra cost, OR refund to original payment method

What's NOT covered

Design mistakes you made (wrong model selected, typos)

Normal wear and tear after use

Damage from drops / water after delivery (even if labeled "shockproof" — no case prevents all damage)

2. Non-customized products (phone charms, accessories)

30-day return window from delivery:

Item must be unused, in original packaging, with tags

Original receipt / order number required

Return shipping paid by customer unless item was defective or wrongly shipped

Refund timeline

Approval: within 3 business days of receiving the returned item

Refund to original payment method: 5-10 business days depending on your bank