Refund policy

Returns & Exchanges Policy

At Insignia Cases, each personalised item is custom-made to order. Please read our policy carefully before placing your order.

Personalised & Custom Orders

Due to the personalised nature of our products, all customised and made-to-order items are non-refundable and non-exchangeable. This includes products personalised with initials, names, monograms, or any custom design selections.

We are only able to offer a replacement or exchange if the item is confirmed to be faulty, damaged, or incorrect upon arrival. Normal wear and tear, accidental damage, misuse, or cosmetic deterioration over time will not be considered a fault.

Faulty or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days of receiving your item if:

  • Your item arrives damaged
  • You receive the wrong product
  • The product has a manufacturing fault

To report an issue, please email sales@insigniacases.co.uk with:

  • Your order number
  • A description of the issue
  • Clear photographs showing the fault or damage

Once reviewed and approved, we will arrange a replacement or exchange where applicable.

Non-Returnable Items

We do not accept returns or exchanges on:

  • Personalised or custom-made products
  • Sale or discounted items
  • Gift cards
  • Items damaged through normal wear and tear or misuse

Refunds

If a refund is approved for an eligible non-personalised item, it will be issued to your original payment method within 10 business days of receiving and inspecting the return. Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at sales@insigniacases.co.uk.

European Union 14-Day Cooling Off Period

For orders shipped within the European Union, customers may have the right to cancel or return eligible non-personalised items within 14 days in accordance with EU consumer protection laws. Personalised and custom-made products remain exempt from this right to cancellation under applicable regulations.