Return and Warranty

FASE Warranty

  • 12-month Warranty

    Within 12 months from the date of purchase, if the purchased phone case has any damage covered by the warranty, we will provide a one-time replacement service.
View More Terms and Conditions

Application Process

If you need to exchange your product during the 12-month warranty period, please fill out the form below and we will follow up with you as soon as possible:

  • 1. Fill out the support form

    Please send an email to hello@fase.com.hk with a detailed description of your product issue.

  • 2. Provide product photos/videos

    Please provide product photos/videos to help customer service staff understand the product status.

  • 3. Follow up with customer service specialists

    Our customer service representative will reply to you via email within two business days to follow up on your order status.
Email Customer Service Specialist

Care Tips

  • Wipe with a tissue or cotton cloth

    Please wipe it with a clean tissue or cotton cloth to clean the phone case, and place it in a ventilated place for a few hours to keep it dry.

  • Do not use alcohol for disinfection

    Do not wipe or spray the phone case with chemical products such as alcohol or disinfectant, as this will cause varying degrees of discoloration.

  • Use transparent tape to remove dust

    For dust stuck between the screen and the phone case frame, you can use ordinary transparent tape to stick it out.

  • Keep your phone and keys separate

    Place your phone, keys and other belongings in different pockets to avoid scratching your phone case.

FAQs about returns and maintenance

When does the 12-month warranty period start?

If there is any problem with the product from the day you place the order, please email to hello@fase.com.hk .

Are all phone cases returnable or exchangeable?

If it is confirmed that the quality of the phone case does not meet the product standards, FASE guarantees to arrange a replacement.

How to return or exchange the phone case? Do I need to send the phone case back in person?

You need to go to the designated store to make a return or exchange. Our customer service representative will arrange the return or exchange details for you.

Can I exchange a phone case with a different model/print?

The replacement phone case must be of the same style as the original phone case. If the originally purchased mobile phone case is no longer on sale or is out of stock, FASE will arrange a replacement with a product of similar model, quality and function. All replacement items are subject to FASE’s discretion.

Do gifts included with the product need to be returned together?

The product must be returned together with any gifts included with the purchase, otherwise the value of the gift will be deducted from the refund or charged separately.

Under what circumstances will a refund be given?

Generally, if the phone case is proven to be defective, we will first arrange a replacement for you. In special circumstances, after consultation with our customer service specialist and with our consent, we will arrange a refund for you.

How long does the refund process take?

It usually takes 2-4 weeks, depending on the bank.