Refund policy

  • If your order is damaged, defective, or misprinted, contact us within 10 days of delivery with clear photos for assistance

  • Orders that cannot be delivered due to incorrect address, unavailability, or refusal may be marked as Returned to Origin (RTO)

  • RTO orders can be re-shipped within 30 days (additional charges may apply). After this, the item may be disposed of or donated

  • Cancellations are only possible before production begins

  • Delays caused by courier partners are outside our control

  • Address corrections after shipping may incur an additional courier fee

  • Refunds, if approved, are processed to the original payment method or as store credit

Customer Returns & Product Issues

Damaged, Defective, or Misprinted Products

If you receive a product that is:

  • Damaged

  • Defective

  • Incorrectly printed

Please notify us within 10 days of delivery by DMing our support team with:

  • Clear photos of the product

  • Photos of the original packaging with the shipping label visible

For items lost in transit, claims must be raised within 10 days of the estimated delivery date.

Cancellations

Customer-Initiated Cancellations

  • Orders can be cancelled only before they enter production

  • Once printing or shipping has begun, cancellations are not possible

Cancellation by Sash Case

Sash Case reserves the right to cancel any order due to:

  • Product unavailability

  • Errors in pricing or product information

  • Payment verification or fraud concerns

If an order is cancelled after payment, the amount will be refunded as per our refund policy.

Refunds

Approved refunds, if any, will be processed back to the original mode of payment or as store credit, depending on the nature of the issue and order status.

Store credits, if issued:

  • Can be used for future purchases

  • Are non-transferable unless explicitly approved

European Union — Right of Withdrawal

For eligible orders delivered to consumers in the European Union, this section overrides any conflicting terms above and does not limit your mandatory statutory rights.

  • You may request cancellation at any time before the order is fulfilled.

  • After fulfillment, you may request a return within 14 days after the last item in your order is delivered. If the last day falls on a weekend or holiday, the period extends to the next business day.

  • Submit your request using the “Request a return or cancellation” link in our store footer and your customer account orders page.

  • Eligible EU withdrawals have free return shipping and no restocking fee.

  • Refunds for EU withdrawals are processed within 14 days of the cancellation request, subject to applicable law and permitted statutory exceptions.

Final Note

By placing an order with Sash Case, the customer agrees to this Returns, Refunds & Cancellations Policy. All decisions taken by Sash Case in line with this policy are final and binding.