Last updated: October 4th, 2026
Every Flipside case is printed after you order it, for the exact phone model and finish you chose. That shapes this policy: we cannot restock a printed case, so we do not take change-of-mind returns — but if anything is wrong with what we sent you, we fix it, and we make that easy.
What we cover
- Manufacturing defects. Cracking, splitting, print lifting, peeling, delamination, or a finish that fails in normal use.
- Damage in transit. The case arrived broken, marked, or in a crushed parcel.
- The wrong item. We sent a different design, a different phone model, or a different case style from the one on your order.
- Orders that never arrive. Covered in section 5 below.
In every one of these cases you pay nothing. You get a free replacement, or a full refund if you ask for one within 30 days of delivery. After 30 days we replace the case.
What we do not cover
- Change of mind. The case is made for you and cannot be resold.
- The wrong phone model chosen at checkout. Please check your model before ordering — Settings → General → About on an iPhone, Settings → About phone on Android.
- The wrong finish or style chosen at checkout, where we shipped what your order said.
- Normal wear. Scuffs, scratches and gradual dulling from months of daily use.
- Accidental damage or misuse. Drops, crushing, cuts, heat damage, or damage from cleaning products or solvents.
- Damage to your phone. A case reduces risk but cannot guarantee your phone survives a fall.
- Small variation in printed colour or print position, and the difference in appearance between gloss and matte. These are normal in printing, not defects.
1. How to make a claim
- Email us at flipsidecases@gmail.com. Please put your order number in the subject line.
- Tell us what’s wrong in a sentence or two, and attach two or three photos — one of the whole case, one close up on the problem, and, if the parcel was damaged, one of the packaging.
- If you think we sent the wrong phone model, also send a screenshot of your phone’s model number (iPhone: Settings → General → About; Android: Settings → About phone). Our production partner needs it before it can issue a replacement, because a case that doesn’t fit is most often a model mix-up at checkout.
- We reply, usually within the hour, between 8am and 11pm Eastern Time.
- Choose a replacement or a refund. Replacements are produced and dispatched on the same schedule as a new order.
You usually will not need to send anything back. Return shipping on a printed case often costs more than the case. In most cases photos are enough, and you can keep or recycle the faulty one. If we do need an item returned, we will tell you and cover the cost.
2. Time limits
- Manufacturing defects. If a case fails because of how it was made, tell us and we will replace it.
- Damage in transit, or the wrong item: please contact us within 30 days of delivery, so we can raise it with the carrier while the evidence is still available.
Our print & defect guarantee applies to the original buyer and to the case as supplied. It does not cover a case that has been damaged, modified, or worn out through normal use.
3. How refunds are paid
Refunds go back to the original payment method. Once we approve a refund we process it within 2 business days. How long it then takes to appear depends on your bank or card issuer, and is usually 3 to 10 business days.
Where we refund an order in full, that includes any shipping you paid. Where we refund one item from a multi-item order, we refund the item.
Currency conversion and any foreign transaction fee are set by your card issuer, so a refund converted back to your currency may differ slightly from the amount you originally paid. That difference is outside our control.
4. Cancelling or changing an order
Most orders are dispatched within 1–3 days and printing starts before that, so the window is short. Email us as soon as you can, and always within 2 hours of ordering. If your case has not entered production we will change or cancel it and refund you in full. Once printing has started we cannot stop it.
If you spot a mistake in your shipping address, tell us immediately — we can usually correct it before dispatch. Once a parcel is in the carrier’s hands the address cannot be changed.
5. Orders that do not arrive
If tracking shows no movement for 10 business days past the estimated delivery date, email us and we will open an enquiry with the carrier. If the parcel is confirmed lost, we reprint and reship it at no cost, or refund you in full.
If tracking shows the parcel was delivered but you do not have it, please check with your household and neighbours and look for a safe-place photo in the tracking, then contact us. We will help you pursue it with the carrier. We cannot refund a parcel confirmed delivered to the address you gave us, and we cannot cover a parcel sent to an address entered incorrectly at checkout.
6. If you ordered the wrong phone model
This is the most common thing people email us about, so here is the honest position. A case cut for one model will not fit another, and a printed case cannot be resold, so we cannot swap it free of charge.
What we can do: We offer a one-time replacement at cost — you pay only our production and shipping cost.
7. Your statutory rights
Nothing in this policy limits the rights you have under consumer law where you live, including the right to goods that are of satisfactory quality, fit for purpose and as described.
Customers in the UK and the EU: some consumer protections, including the usual 14-day right to cancel a distance purchase, are limited for goods made to a consumer’s specification. Because our cases are printed to order for a chosen model and finish, we treat them as made to order. If you believe you have a right to cancel, email us and we will look at it properly rather than hide behind this paragraph.
8. Contact
Email flipsidecases@gmail.com, 8am to 11pm Eastern Time. A person reads every message, usually within the hour. Include your order number and we will get to the answer faster.