Refund policy

Last Updated: Jan 1, 2026

At OpenCasey, we want you to feel confident in every purchase. If you are not completely satisfied, we offer a clear and straightforward return process.

0. Seel Worry-Free Purchase (If You Opted In)

If you purchased the Seel Worry-Free Purchase protection at checkout and the issue you encounter is covered by Seel, please contact Seel directly for support. You do not need to go through our store for these covered issues.

What Seel covers: lost, stolen, or damaged packages during transit; items significantly not as described; and other specific coverages outlined for your order at the time of purchase.

How to contact Seel: Visit their Official Shopper FAQ for instructions on filing a claim, required documentation, and time limits.

Important notes: Please report your issue to Seel within their required timeframes (e.g., damage or theft within 7 days of delivery; loss after 30+ days for domestic shipments). Certain product categories (e.g., jewelry over 1,500 local currency, perishable goods, live animals) are excluded from Seel coverage. Our standard return policy below applies only if you did NOT purchase Seel protection, or if your issue is NOT covered by Seel.

1. Return Eligibility & Conditions

We accept returns within 14 days of the delivery date.

To be eligible for a return:

  • Items must be unworn, unused, and in original condition

  • All original tags must be attached and intact

  • Items must be returned in original packaging

  • Accessories, labels, and documentation must be included

  • Backplates must be free of scratches, bends, or signs of attachment

Items that show signs of wear, washing, damage, or alteration cannot be accepted.

2. How to Initiate a Return

To ensure a smooth return process, please follow these steps:

Step 1: Contact Us

Email service@OpenCasey.com within 14 days of delivery.
Please include:

  • Your order number

  • The item(s) you wish to return (e.g., phone case, backplate set)

  • Reason for return

  • Photos (if reporting a defect or damage)

Step 2: Approval & Instructions

Once we receive your return request, we will send you detailed return instructions within 48 hours.

Step 3: Ship the Item

Securely pack the item and ship it to:

Vertex X LIMITED
Room 1401, Cambridge House
26–28 Cameron Road
Tsim Sha Tsui, Kowloon
Hong Kong

We strongly recommend using a trackable shipping method, as we are not responsible for lost return shipments.

3. Return Shipping Responsibility

Defective, Damaged, or Incorrect Items
If the item received is defective or incorrect due to our error, we will cover return shipping costs.

Non-Defective Returns (Change of Mind)
If the return is not due to a product defect or our error, the customer is responsible for return shipping costs.

We do not reimburse original shipping charges unless the return is due to our mistake.

4. Refunds

Once we receive and inspect the returned item(s), we will process your refund to the original payment method within 5–7 business days.

Refunds include:

  • The item purchase price

Refunds exclude:

  • Original shipping costs (unless due to our error)

Please note that processing time may vary depending on your bank or payment provider.

Restocking Fee
We do not charge any restocking fees. Your refund will include the full purchase price of the returned item (excluding original shipping costs, unless the return is due to our error).

5. Non-Returnable Items

The following items are final sale and non-returnable:

  • Personalized or custom-made backplates or cases

  • Items marked as "Final Sale"

  • Products damaged due to misuse or improper care

  • Items returned without original tags

  • Worn or washed items

  • Single backplates purchased as part of a discounted bundle (if bundle was marked final sale)

Please review product descriptions carefully before purchasing.

6. Order Cancellations

Orders may be canceled before shipment.

Once shipped, orders cannot be canceled and must follow the return process if eligible.

7. Important Notes

OpenCasey reserves the right to refuse returns that do not meet the above conditions.

Excessive or abusive return behavior may result in account restrictions.

Need Assistance?

If you have any questions, please contact:

service@OpenCasey.com

We're here to help. 📱✨