Refund Policy

Last updated: April 20, 2024

1. Introduction

At HellcaseX, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines the conditions under which we offer refunds and the process for requesting one.

By purchasing products from HellcaseX, you agree to the terms of this Refund Policy. This policy should be read in conjunction with our Terms & Conditions.

2. Return Eligibility

2.1 Standard Return Period

You may return most items purchased from HellcaseX within 30 days of delivery for a full refund or exchange, provided that:

  • The item is in its original condition
  • The item is complete with all accessories, documentation, and packaging
  • You have proof of purchase (order number, invoice, or receipt)

2.2 DOA (Dead On Arrival) or Defective Products

If a product arrives damaged or defective, or fails to function properly within the first 7 days of receipt ("Dead On Arrival" or DOA), you may:

  • Return it for a full refund
  • Exchange it for the same product
  • Exchange it for a different product of equal or greater value (paying any price difference)

For DOA or defective products, please contact our customer service team within 48 hours of receiving the product to report the issue.

2.3 Change of Mind Returns

If you simply change your mind about a purchase, you may return most unopened items within 14 days of delivery for a refund, subject to the following conditions:

  • The product must be unopened and in its original sealed packaging
  • The product must be in resalable condition
  • A 15% restocking fee may apply
  • Return shipping costs are the responsibility of the customer

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that have been opened, used, or installed (except in cases of defects)
  • Software products, digital downloads, or license keys that have been activated or used
  • Products with broken seals or missing serial numbers
  • Custom-built or special-order products
  • Products marked as non-returnable at the time of purchase
  • Items damaged due to misuse, abuse, or improper installation

4. Manufacturer Warranty

Most products sold by HellcaseX come with a manufacturer's warranty. For issues that arise after our 30-day return period but within the manufacturer's warranty period, you should contact the manufacturer directly for warranty service.

We are happy to assist you with information and documentation needed to process a manufacturer warranty claim. Please contact our customer service team for guidance.

5. Refund Process

5.1 How to Request a Refund

To initiate a return and request a refund, please follow these steps:

  1. Contact our customer service team at returns@hellcasex.com or call +448996073894 within the eligible return period
  2. Provide your order number, the item(s) you wish to return, and the reason for the return
  3. Our team will review your request and provide a Return Merchandise Authorization (RMA) number if your return is approved
  4. Package the item(s) securely with all original packaging and accessories
  5. Include the RMA number prominently on the outside of the package
  6. Ship the package to the address provided in the return instructions

5.2 Return Shipping

Return shipping responsibilities are as follows:

  • For defective or incorrectly shipped items: HellcaseX will cover the cost of return shipping. We will either provide a prepaid shipping label or reimburse reasonable shipping costs.
  • For change of mind returns: The customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

5.3 Processing Time

Once we receive your returned item, our team will inspect it to ensure it meets our return conditions. This process typically takes 3-5 business days. If the return is approved:

  • Refunds will be issued to the original payment method
  • Credit card refunds typically appear within 5-10 business days, depending on your card issuer
  • PayPal refunds are usually processed within 2-3 business days
  • Bank transfers may take 5-7 business days to process

You will receive an email confirmation when your refund has been processed.

6. Refund Amount

6.1 Full Refunds

Full refunds include the purchase price of the item and any standard shipping charges you paid for the original delivery. Full refunds are provided for:

  • Defective or damaged products (if reported within the specified timeframe)
  • Products that do not match the description on our website
  • Incorrectly shipped items
  • Items returned in unused, unopened condition within the 30-day standard return period

6.2 Partial Refunds

Partial refunds may be issued in the following situations:

  • Items returned outside the standard return period but within 45 days (20% restocking fee may apply)
  • Items returned with missing accessories or documentation (deduction based on the value of missing items)
  • Items showing signs of use or wear (deduction based on the condition of the item)
  • Change of mind returns (15% restocking fee applies)

6.3 Non-Refundable Charges

The following charges are non-refundable:

  • Expedited or special shipping charges
  • Installation or setup fees
  • Extended warranty purchases (unless required by law)

7. Exchanges

If you prefer to exchange an item rather than receive a refund, please indicate this when initiating your return. Exchanges are subject to product availability. If the replacement item costs more than the returned item, you will need to pay the difference. If it costs less, we will refund the difference to your original payment method.

The same conditions and timeframes apply to exchanges as to returns.

8. Damaged Items in Transit

If your order arrives with visible external damage to the packaging:

  1. Note the damage when signing for the delivery
  2. Take photographs of the damaged packaging before opening
  3. Contact our customer service team within 48 hours
  4. Provide the order number and photographs of the damage

We will work with the shipping carrier to file a damage claim and arrange for a replacement or refund.

9. Special Circumstances

9.1 Promotional Items or Free Gifts

If your order included promotional items or free gifts, these must also be returned if you return the qualifying purchase. If the promotional items are not returned or are returned in used condition, their value may be deducted from your refund.

9.2 Bundle Purchases

For products purchased as part of a bundle or kit, the entire bundle must typically be returned for a refund. Partial bundle returns may be accepted at our discretion, but will not receive the bundle discount pricing.

9.3 Sale Items

Items purchased during special sales or clearance events may have modified return policies, which will be clearly stated at the time of purchase. Generally, clearance items are final sale unless they arrive defective.

10. Exceptions and Extended Returns

We may make exceptions to this policy or extend return periods during special circumstances:

  • Holiday Shopping: Items purchased between November 15 and December 31 may be returned until January 31 of the following year
  • Extenuating Circumstances: We understand that exceptional situations may arise. Please contact our customer service team to discuss your specific case

11. Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer. If a product is faulty, not as described, or does not do what it is supposed to do, you are protected by consumer law regardless of our stated policy.

For customers in the European Union and the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods (Consumer Contracts Regulations). This is in addition to your rights if goods are faulty.

12. Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated revision date. By continuing to shop with us after we post changes to this policy, you agree to the updated terms.

13. Contact Information

If you have any questions about our Refund Policy or need to initiate a return, please contact us:

  • By email: returns@hellcasex.com
  • By phone: +448996073894 (Monday-Friday, 9am-6pm GMT)
  • By mail: HellcaseX Returns Department, 45 Stevens Ridges, Christopherborough, HA3 7SF, United Kingdom