Refund policy
Return & Refund Policy
Return window — We accept return requests within 30 days of delivery for most orders. For orders shipped to the European Union, you also have a statutory right to cancel or return the order within 14 days of receipt (EU cooling-off period).
Eligibility
- Condition — Items must be returned in the same condition you received them: unworn, unused, with original tags, and in original packaging.
- Proof of purchase — A receipt or order confirmation is required to process a return.
- Non-returnable items — Perishable goods, custom or personalized products, personal care items, hazardous materials (flammable liquids, gases), sale items, and gift cards are not eligible for return.
How to start a return
Contact us at shop@vistaixcase.com with your order number, reason for return, and photos if the item is damaged or incorrect. Do not send items back without prior authorization; unauthorized returns may be refused or delayed.
Return authorization and shipping
- RMA — If your return is approved we will issue an RMA (Return Merchandise Authorization) and provide instructions on where and how to ship the item.
- Return shipping label — For approved returns we will either provide a prepaid return shipping label or reimburse reasonable return shipping costs, depending on the reason for return and your location; details will be provided in the RMA email.
- Unauthorized returns — Items sent back without an RMA may be refused or returned to sender at the customer's expense.
Damages, defects and wrong items
Inspect your order upon receipt and report defective, damaged, or incorrect items within 48 hours by emailing shop@vistaixcase.com with photos of the item and packaging and your order number; we will evaluate the issue and arrange a replacement, refund, or carrier claim as appropriate.
Exchanges
The fastest way to get a replacement is to return the original item for a refund and place a new order for the desired item; if an exchange is possible we will explain the process in your RMA instructions.
Refunds
Once we receive and inspect your return we will notify you of approval or rejection. Approved refunds will be issued to the original payment method within 10 business days of approval; it may take additional time for your bank or card issuer to post the refund. If more than 15 business days have passed since approval, contact shop@vistaixcase.com.
EU specific rights
For orders shipped to EU addresses, you may cancel your purchase within 14 days of receipt without giving any reason; returned items must meet the same eligibility criteria above. We will refund the cost of the goods; you may be responsible for return shipping unless otherwise stated in your RMA instructions or required by local law.
Exceptions and special cases
- Sale items and gift cards — Not eligible for return.
- Custom or personalized orders — Generally non-returnable unless faulty; contact support for exceptions.
- Lost-in-transit claims — If tracking shows delivery but you did not receive the package, contact support so we can open an investigation with the carrier.
Contact for returns
Email: shop@vistaixcase.com. For fastest handling include your order number, photos (if applicable), and a short description of the issue. Support hours: Monday–Friday, 9:00 AM–5:00 PM (PST).