FASE Warranty
All FASE phone case products come with a 10-day refund guarantee and a 12-month warranty, providing you with comprehensive protection.
10 Days Moneyback Guarantee
If you find that the product quality does not meet the manufacturing standards within 10 days of receiving the item, we guarantee to replace it with the same product.
12 Months Warranty
Within 12 months from the date of purchase, if any damage covered within the warranty occurs to the purchased phone case, we will provide a one-time replacement service.
Report Flow
If you need to apply for a replacement within 10 days of receiving the product or require product maintenance during the warranty period, please follow the instructions below to fill out the form, and we will promptly follow up with your request:
Report Steps
STEP
1
Fill Service Support Form
Submit the service form and list the product issue.
STEP
2
Provide Photo/ Video
Provide photo/ video for us to know more about the issue.
STEP
3
Follow-up with CS Team
CS team will contact you in 2 working days by email.
Warranty Tips
If you want your phone case to be more durable, you can consider the following maintenance tips!
Use of Tissue/Cotton Wipe
Please use a clean tissue or cotton cloth to wipe the phone case for cleaning. After cleaning, it's recommended to place the case in a well-ventilated area for a few hours to ensure it stays dry.
Avoid Using Alcohol
Please refrain from using alcohol, disinfectants, or other chemical products to wipe or spray on the phone case, as they can cause varying degrees of discoloration.
Remove Dust by Tape
If there is dust trapped between the screen and the edges of the phone case, you can use regular transparent tape to remove it.
Separate Phone & Keys
It is recommended to keep your phone and other personal items such as keys in separate pockets to avoid scratching the phone case.
Exchange & Warranty
When you receive the ordered goods, it is your responsibility to inspect them for any defects, damages, or missing accessories. If there are discrepancies in product style or quantity, or if the packaging or appearance is damaged, please fill out and submit the "Service Support Form" through the online store within 10 days of receiving the goods.
Exchange & Warranty FAQs
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10 Days Moneyback Guarantee starts from when?
It begins from the day of your receipt of the product. If you encounter any issues with the product, please contact us within the 10-day period by service support form. -
12 Months Warranty starts from when?
It begins from the day of purchase. Please fill in the service support form if you need support within warranty period. -
Can all phone cases be returned?
If it is confirmed that the quality of the phone case does not meet the product standards, FASE guarantees to arrange a replacement. -
Can I exchange if I purchase wrongly?
Unless there is an issue with the phone case, it cannot be returned or exchanged. -
What if the product quantity is wrong?
Please fill in service support form, we will follow-up with you as soon as possible. -
How to exchange? Do I need to return the case in person?
You have to visit selected stores for exchange. Our CS team will follow-up the details with you. -
Can I exchange phone case with different model or print?
The replacement phone case must be of the same style as the original one. If the originally purchased phone case is discontinued or out of stock, FASE will arrange a replacement with a similar model that has comparable design, quality, and functionality. All replacement products will be determined at the discretion of FASE. -
Can I exchange or refund if I did not keep the package?
When requesting a replacement, the product must be returned with its complete packaging and accessories. -
Do I need to return the product free gift?
The product must be returned along with all the complimentary gifts that were included with the purchase. Failure to return the gifts may result in a deduction of their value from the refund or an additional charge may be applied. -
Under what situation can I get the refund?
Under normal circumstances, if it is confirmed that there is an issue with the phone case, we will arrange a replacement for you. In special cases, after consultation with our customer service representative and obtaining our agreement, we may arrange for a refund. -
How long does it take the refund?
It normally takes 2 to 4 weeks. It depends on your transaction bank.