Orders, Returns & Refunds
Refund and Return Policy
Last Updated: August 20, 2026
Because most MagSnap products are made or prepared specifically after your order is confirmed, our return policy is different from traditional ready-stock retail. Please review the policy below before placing your order.
Section 01
Made-to-Order Products
Most MagSnap products are produced or prepared after an order has been confirmed. Production may begin shortly after you receive your order confirmation.
Because products are made or prepared in response to an individual order, we generally do not accept returns simply because you change your mind after production has begun.
Unless your product arrives damaged, defective, incorrect, or otherwise qualifies under this policy, all sales are generally final once production has begun.
This policy does not affect any rights that cannot legally be excluded under applicable consumer protection laws.
Section 02
Damaged, Defective or Incorrect Orders
If your MagSnap product arrives damaged, contains a manufacturing or production defect, or you receive an incorrect item, please contact us within 7 days of delivery.
Email cs@magsnapcase.com and include:
- Your order number
- Clear photographs of the product
- Clear photographs or video showing the defect or issue
- Photographs of the packaging if shipping damage is involved
- A short description explaining the problem
Claims submitted without sufficient supporting evidence may take longer to review or may not qualify for a replacement, refund, or other resolution.
Do not return any item unless instructed by MagSnap.
If a return is required, we will provide return instructions after reviewing your claim.
Section 03
If MagSnap Sent the Wrong Item
If we send you the wrong phone model, design, color, product, or another item that does not match your confirmed order, please contact us within 7 days of delivery.
Once the issue has been verified, MagSnap will arrange a replacement of the correct product at no additional product cost to you.
If we require the incorrect product to be returned, MagSnap will cover the applicable return shipping cost and provide return instructions.
Please do not return the product independently before receiving instructions from our customer service team.
Section 04
If You Ordered the Wrong Phone Model
Please check your phone model carefully before completing your purchase.
If you accidentally order the wrong phone model, contact us at cs@magsnapcase.com as soon as possible.
Because our products are made or prepared after an order is confirmed, requests involving an incorrectly selected phone model are reviewed on a case-by-case basis and may depend on whether production has already begun.
Any approved exchange may require the customer to pay applicable shipping costs and any price difference between products.
Section 05
Personalized & Custom Products
Personalized and custom-made products are produced specifically according to the information provided by the customer and are generally final sale.
Personalized and custom products cannot be returned or exchanged for change of mind.
However, if the customization produced by MagSnap does not match the confirmed customization request, or the product arrives damaged or defective, you may submit a claim for review.
Please email cs@magsnapcase.com within 7 days of delivery and provide:
- Your order number
- Clear photographs of the product received
- Photographs or screenshots showing the customization requested
- Clear photographs or video showing the issue
Once we have reviewed the evidence, MagSnap will determine the appropriate resolution.
Section 06
Refunds & Replacements
After reviewing an eligible claim, MagSnap will determine the appropriate resolution based on the circumstances.
Depending on the issue, the resolution may include:
- A replacement product
- A partial refund
- A refund where appropriate
If a refund is approved, it will normally be issued to the original payment method used for the order.
The time required for a refund to appear in your account may depend on your bank, card issuer, payment provider, or Shopify payment processing system.
Section 07
Shipping Charges & Return Shipping
Original shipping charges are generally non-refundable.
If an order was incorrect due to an error by MagSnap, we may refund or otherwise cover the applicable original shipping charge as part of the resolution.
If MagSnap sent an incorrect product or confirms that an item arrived defective and requires a physical return, MagSnap will cover the applicable return shipping cost.
For other approved returns or exchanges not caused by a MagSnap error, return shipping costs are generally the responsibility of the customer.
Do not return any item unless instructed by MagSnap.
If a return is required, we will provide the appropriate return instructions after reviewing your claim.
Unauthorized returns may not be accepted or processed.
Section 08
Order Cancellations
Because production may begin shortly after your order is confirmed, cancellation requests must be submitted quickly.
Cancellation requests must be submitted within 2 hours of placing your order.
To request a cancellation, email cs@magsnapcase.com with your order number and clearly state that you would like to cancel your order.
A cancellation is not confirmed until you receive confirmation from MagSnap.
After the 2-hour cancellation period, we generally cannot guarantee changes or cancellations because the product may already be in production.
Section 09
Contact Us
If you need help with a damaged order, incorrect product, return request, refund, exchange, or cancellation, please contact us.
When contacting us about an order issue, please include your order number and all relevant photographs or video so that we can review your request efficiently.