Refund policy

Return & Refund Policy

At Case Avenue, every product is designed to deliver a premium experience—from the moment you place your order until it reaches your doorstep. Each item undergoes multiple quality checks before dispatch to ensure it meets our standards for craftsmanship, durability, and finish.

We also understand that, on rare occasions, things may not go as planned. This policy explains when a return, replacement, or refund may be requested, how claims are evaluated, and what you can expect from our support team.

Our goal is to resolve every genuine concern fairly, transparently, and as quickly as possible.

Our Commitment

We are committed to delivering products that match the quality and specifications displayed on our website. If your order arrives damaged, defective, or different from what you ordered, we will work with you to resolve the issue through a replacement or, where appropriate, a refund.

Return Eligibility

You may be eligible for a replacement or refund if:

  • You receive a product that is physically damaged during transit.
  • You receive the wrong product or incorrect device model due to an error on our end.
  • Your product has a verified manufacturing defect.
  • Your order is incomplete or an item is missing from the package.
  • The product received is significantly different from what was ordered.

All requests are subject to verification by our Quality Assurance team.

Reporting a Problem

If you experience any issue with your order, please notify us within 48 hours of delivery.

To help us investigate your claim efficiently, please send the following to Support@caseavenue.in:

  • Your Order Number
  • A brief description of the issue
  • Clear photographs of the product
  • Photographs of the packaging (if damaged)
  • A continuous, unedited unboxing video recorded from the moment the sealed package is opened

The unboxing video is one of the most important pieces of evidence for claims involving damage, missing items, or incorrect products. Claims submitted without an unboxing video may not be eligible for approval, except where prohibited by applicable law.

Quality Verification

Once your request is received, our team will review the information provided.

In some cases, we may request additional photographs, videos, or information to better understand the issue.

We aim to complete the verification process within 2–5 business days.

Replacement Policy

If your claim is approved, we will arrange a replacement at no additional cost.

Replacement orders are generally dispatched within 1–3 business days after approval, subject to product availability.

If the same product or design is unavailable, we may offer:

  • A similar product of equal value,
  • Store credit, or
  • A refund, where appropriate.

Refund Policy

Refunds are issued only after a claim has been reviewed and approved.

Approved refunds will be processed using the original payment method whenever possible.

Please allow 5–7 business days for the refund to be initiated after approval. Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.

For Cash on Delivery (COD) orders, refunds will be processed through bank transfer or another mutually agreed method after verification.

Non-Returnable Items

To maintain product quality, hygiene, and fairness, the following situations are generally not eligible for return or refund:

  • Change of mind after purchase.
  • Ordering the wrong phone model by mistake.
  • Ordering the wrong design or colour.
  • Minor colour differences caused by screen settings or photography lighting.
  • Damage caused after delivery due to misuse, drops, liquids, heat, chemicals, or improper handling.
  • Normal wear and tear from regular use.
  • Products modified, repaired, or altered by anyone other than Case Avenue.
  • Requests made after the reporting period specified in this policy.

Device Model Selection

Please carefully verify your device model before placing an order.

Our products are manufactured specifically for the model selected during checkout.

If an incorrect device model is selected by the customer, the product will generally not be eligible for return or replacement.

If you are unsure about your device model before ordering, our Customer Support team will be happy to assist you.

Colour & Print Variations

We make every effort to display our products accurately.

However, slight differences in colour, brightness, texture, or print appearance may occur due to:

  • Screen calibration
  • Display settings
  • Lighting during photography
  • Printing techniques
  • Material characteristics

Such variations are considered normal and do not constitute manufacturing defects.

Damaged Packages

If your package appears visibly damaged at the time of delivery, we recommend inspecting it carefully before accepting the shipment whenever possible.

If the product inside is damaged, please contact us immediately with supporting photographs and your unboxing video.

Incorrect or Missing Products

If you receive:

  • The wrong product,
  • The wrong phone model,
  • An incorrect quantity, or
  • A missing item,

please notify us within 48 hours of delivery.

Once verified, we will arrange the appropriate resolution without additional shipping charges.

Refused Deliveries

If a customer refuses delivery of an order without a valid reason, Case Avenue reserves the right to recover any shipping, handling, or return logistics charges incurred.

Repeated refusal of orders may result in restrictions on future Cash on Delivery (COD) purchases.

Chargebacks & Payment Disputes

If a payment dispute or chargeback is initiated without first contacting our Customer Support team, we reserve the right to suspend further order processing while the matter is investigated.

We encourage customers to reach out to us directly so that we can work toward a fair resolution.

Abuse of the Return Policy

Our return process is designed to protect genuine customers.

Case Avenue reserves the right to refuse returns or replacements in cases involving:

  • False or misleading claims,
  • Repeated abuse of our return process,
  • Fraudulent activities,
  • Deliberate damage to products,
  • Submission of altered or misleading evidence.

Such decisions will be made after careful review.

Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights available to consumers under applicable laws of India.

Where there is any conflict between this policy and mandatory legal provisions, the applicable law shall prevail.

Need Assistance?

If you have any questions about your order or this policy, our Customer Support team is here to help.

Case Avenue
Owned by Ventiq E Commerce

Email: Support@caseavenue.in

Phone: +91 7988782454

Customer Support Hours
Monday – Saturday
10:00 AM – 6:00 PM (IST)

Operational Address
DSS 119
Distt Sub Center Urban Estate
Near Kanhaniya Chowk
Yamunanagar – 135001
Haryana, India