Refund&Return Policy
By placing an order, You confirm that You have read, understood and accepted the following policy.
Return & Refund Policy – Custom Personalized Phone Cases
No Returns or Refunds for Personalized/Custom-Made Items (Except Defects)
Our phone cases are strictly personalized and custom-made products, produced specifically according to your individual order (including custom designs, uploaded photos, added text/names, specific colors, model adaptations, etc.).
Due to the personalized nature of these items, they are:
Made exclusively for you
Permanently customized (custom elements cannot be removed or changed)
Not resalable to other customers
United States Customers There is no federal requirement for returns on custom goods. All sales of personalized/custom phone cases are final. We do not offer returns, exchanges, or refunds for change of mind, incorrect selection (e.g., wrong model), dissatisfaction with the design, or any non-quality reasons.
European Union / UK / EEA Customers Under the EU Consumer Rights Directive (and UK equivalent), you normally have a 14-day right of withdrawal for distance sales. However, this right is excluded for contracts concerning the supply of goods that are made to the consumer’s specifications or clearly personalized (Article 16(c)).
Our custom phone cases qualify as clearly personalized / made-to-order goods. Therefore, except in cases of proven defects or non-conformity, the 14-day right of withdrawal does not apply.
We accept returns/refunds ONLY in these cases:
The product is damaged during shipping, defective (manufacturing fault not related to your customization), or materially incorrect (e.g., completely wrong model or design printed – not a matter of personal taste). Contact us within 7 days of receipt with clear photos/videos of the issue. Approved cases will receive a replacement or refund (at our discretion).
We do NOT accept returns or issue refunds for:
Change of mind or “I don’t like it”
Buyer-selected errors (wrong phone model, case type, spelling mistakes in text you provided, low-resolution images you uploaded)
Preference changes after production begins
By placing your order, you confirm that you have:
Double-checked all customization details (phone model, design, text, colors, etc.)
Understood this is a non-returnable, custom product
Fully accepted this return policy
Our policy lasts 20 days from the arrival date. If 20 days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange.
We accept the return on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. 1. Already used products.2. No complete accessories.
Additional non-returnable items:
Products that affect our secondary sales.
To complete your return, we require a receipt or proof of purchase. Please contact our support team support@luckanime.com for more information.
Please be informed that you have to pay the return shipping fee.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time (2-5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@luckanime.com
Cancel order
You can cancel your order 100% within 6 hours from purchasing time of the same day for 100% refund.
If you cancel your order from 6 hours to 12 hours, we will be sending your item to your address from our warehouse. Therefore, please be informed that a management, processing and transaction fee (30% of your total order value) will be applied for the cancellation.
If after 12 hours, your item will be on transit, therefore we cannot cancel your order.
Full refund only applies to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@luckanime.com
Email:support@luckanime.com