Returns and Refunds

At Canvas Case, customer satisfaction is our top priority. We are committed to providing high-quality, reliable products you can trust. If you're not completely satisfied with your purchase or would like to make use of your product's warranty, please review the information below to ensure a smooth return, replacement, or repair process.

30-Day DOA Product Guarantee
If any item you receive is damaged, incorrect, or not functioning upon arrival due to a product defect, please contact us within 30 days of receiving your package to request a Return Material Authorization (RMA) for a replacement or return.

Incorrect or Missing Products
Canvas Case follows a strict quality control process before dispatching orders. In the event of a discrepancy, we will handle it as follows:

1. Incorrect Product Received:
If the item you received is different from what you ordered, Canvas Case will provide a full refund or a replacement.

2. Missing Parts:

• If the missing parts do not affect the product’s overall functionality, we will either issue a partial refund or send the missing components.
• If the missing parts do impact functionality, we will replace the product or issue a full refund.

3.Incomplete Shipment:
If your order is incomplete despite all packages being delivered, we will resolve the issue by either reshipping the missing items or providing a refund.

For any of the above issues, please contact us within 7 days of receiving your order. We sincerely apologize for any inconvenience and appreciate your understanding. Canvas Case will cover the shipping costs for approved replacements.

Please Note:
In some cases, your package may only contain part of your order due to certain items being temporarily out of stock. The available items will be shipped first, and the remaining items will be dispatched once restocked. We will notify you in advance if this situation occurs.

Order Cancellation

1. Cancellable Orders
You may cancel your order before it has been customized, packaged, or shipped. To request a cancellation, please contact us as soon as possible.

2. Non-Cancellable Orders
Once an order has been customized, packaged, or dispatched, we are unfortunately unable to accommodate cancellations. We appreciate your understanding.

Warranty Policy

1. Product Warranty
At Canvas Case, we stand behind the quality of our products. If a product purchased from us is found to be defective within 1 year of receipt, you may be eligible for a repair or replacement under our warranty policy.

• General Products: All items (excluding cell phone parts and accessories) are covered by a 1-year warranty.
• Cell Phone Parts & Accessories:
  Please ensure all parts are thoroughly tested before installation.
• If a defect is identified during testing, you may request a return or replacement within one year of receiving the item.
• Once the item has been installed, it is no longer eligible for after-sales support or warranty claims.

2. Returnable Circumstances

You may be eligible for a return, repair, replacement, or refund under the following conditions:

Unusable or Faulty Condition:
If any item you received is faulty or defective due to non-human factors (e.g., manufacturing defects) within the warranty period, you may submit a return request. Please provide clear photo and/or video evidence of the issue when contacting us.

Once our team has reviewed and confirmed the issue, you may choose from the following options:

1. Repair Service
Send the item(s) back for repair. Please note: customers are responsible for return shipping costs for warranty-covered items.

2. Partial or Full Refund
Receive a refund depending on the extent of the issue.

3. Replacement
Receive a brand-new replacement item at no additional cost.

3. Repairable, Non-Refundable Circumstances

In the following cases, repair services may be offered, but refunds or replacements will not be available:

1. Damage from Artificial or Improper Use
This includes but is not limited to:

• Disassembly or modification by unauthorized parties
• Use of unofficial firmware or software
• Physical damage caused by drops, impacts, or crushing
• Water or moisture damage (e.g., immersion, rain, fog, or spilled liquids)
• Any damage due to misuse or mishandling

2. Cosmetic Damage
Scratches or physical damage to the product’s appearance or packaging that do not affect its functionality.

3. Screen or Internal Damage
Cracks, scratches, or other damage to the screen or motherboard, including any unauthorized third-party repairs.

Please Note:
For any of the above situations, once our team has reviewed your case and provided confirmation, you may send the item back for repair. All return shipping costs and any handling fees will be the responsibility of the customer.

4. Non-Repairable, Non-Returnable Situations

The following cases do not qualify for repair, refund, or replacement:

1. Products Not Purchased from Canvas Case
Items not ordered directly through our store are not eligible for any return, repair, or warranty service.

2. Requests Outside Warranty Coverage
Claims made after the warranty period has expired or issues that fall outside the scope of the product’s warranty are not eligible for support.

5. Warranty Exemptions

1. Wear and Tear
Natural product degradation due to regular use, including general wear and tear or accidental damage during usage, is considered the customer's responsibility and is not covered under warranty.

2. Customer-Caused Damage
If an item has been disassembled, modified, or damaged due to misuse or mishandling, the warranty is void. In such cases, compensation or repair services will not be available. However, customers are welcome to purchase replacement items or spare parts (if available). The cost of the replacement parts and applicable shipping fees will apply.

3. Product Category Exclusion
Products in the Electric Bicycles category are not covered under this Warranty & Return policy.

Returns

1. Return Guidelines

To ensure a smooth and successful return process, please review and follow the guidelines below:

(1) Proof of Issue Required
You must provide clear photo(s) or video(s) showing the product issue along with the order number. Visuals should be clear, well-lit, and taken from a close to medium distance to help us accurately assess the issue.

(2) Authorization Required
Before returning any items, you must contact us. Returning an item without contacting us will deny you of any refunds or replacement.

(3) Shipping Method
All return shipments must be made via standard postal mail service (e.g., your local post office). Please do not use DHL, UPS, or TNT, as these carriers may cause customs issues. A valid tracking number is required for all returns. Canvas Case is not responsible for customs duties incurred if this procedure is not followed.

(4) Customs Declaration
When returning products to us, please follow the relevant customs regulations. Declare the return as a "damaged part" and ensure the item is securely packed to prevent further damage during transit.

(5) All returns will be inspected by our technical team upon arrival. If the returned product cannot be repaired, Canvas Case will provide an alternative solution based on the specific situation.

(6) We reserve the right to refuse service for returns that violate our warranty or return policy.

Refunds

1. Refund Time

From the date your refund request is submitted, we will aim to reach a resolution with you within 7 business days to begin processing the refund.

We thank you for your patience as you await your refund. If you need further information after the refund has been initiated, please contact your issuing bank.