Refund policy
Refund Policy
Our goal is for every customer to be totally satisfied with their purchase. If something isn't right, let us know and we'll do our best to make it right. The policy below sets out your rights and how returns work.
Changed your mind? (consumers)
If you're buying as a consumer, you have the right to cancel your order for any reason within 14 days of receiving your goods, under the Consumer Contracts Regulations 2013.
- To cancel, email us at sales@sortacase.com with your order number within 14 days of delivery.
- You then have a further 14 days to send the goods back to us. Please return items unused, in their original condition and packaging where possible.
- We'll refund you within 14 days of receiving the goods back (or of you providing proof of postage), including our standard delivery charge. We may reduce the refund if goods have been handled beyond what's needed to inspect them.
- Return postage for change-of-mind returns is paid by you.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, our goods must be as described, fit for purpose and of satisfactory quality. If anything arrives faulty, damaged or not what you ordered:
- Contact us at sales@sortacase.com with your order number and a photo of the issue.
- Within 30 days of delivery you're entitled to a full refund. After 30 days we'll repair or replace the item, and refund you if we can't.
- We cover the cost of returning faulty or incorrect items.
Business and trade orders
The 14-day change-of-mind cancellation right applies to consumers only. If you're purchasing as a business, returns of unwanted goods are at our discretion - contact sales@sortacase.com and we'll work it out with you. Your statutory rights in respect of faulty goods are unaffected.
Own-branded and custom orders
Products customised to your specification - including cases printed or branded with your logo - cannot be returned or cancelled once production has begun, unless faulty.
How refunds are paid
Refunds go back to your original payment method. Depending on your bank or card provider, it may take a few days to appear after we process it.