Return Policy

Last Updated: January 1, 2025

KeYi (KEYI) is committed to providing every customer with high-quality custom phone case products. If you are not satisfied with our product, please read the following return policy to understand your rights and the return/exchange process.

1. Return and Exchange Conditions

1.1 Eligible for Return/Exchange

  • Product Quality Issues: The received product has obvious defects such as blurry printing, significant color difference, degumming, cracking, or other manufacturing defects.
  • Order Mismatch: The received product model, design, or color does not match your order information.
  • Shipping Damage: The product was severely deformed, broken, or damaged during logistics transport (please inspect upon receipt).

1.2 Not Eligible for Return/Exchange

  • Personal Custom Products: As phone cases are made-to-order custom products, personal preference issues not related to quality (such as "I don't like the design" or "the color is not what I imagined") are not eligible for return/exchange.
  • User-Provided Design Issues: Poor printing results caused by low-resolution images, improper proportions, or content issues from your uploaded files.
  • Screen Color Difference: Minor differences between the actual product color and screen display are within the normal range (generally within industry-acceptable color difference values).
  • Human Damage: Product damage caused by improper use, dropping, chemical contact, or other reasons after receipt.
  • Exceeded Time Limit: Orders that exceed the return/exchange application deadline.
  • Clearance/Discount Items: Products marked as "clearance sale" or "no return/no exchange."

2. Return and Exchange Timelines

Scenario Application Deadline Resolution
Product Quality Issue Within 7 days of receipt Full refund or free remake
Wrong/Missing Order Within 3 days of receipt Resend or full refund
Shipping Damage Within 48 hours of receipt Full refund or free remake

3. Return and Exchange Process

1
Contact Customer Service

Contact our customer service team via [email protected], provide your order number and reason for return/exchange, and attach clear photos/videos of the issue.

2
Customer Service Review

We will review your application within 1-2 business days. Once approved, customer service will inform you of the specific return/exchange solution (refund or remake).

3
Return the Product (if required)

In some cases, you may need to return the original product. Please ship it back within 7 days of receiving the return instructions.

4
Completion

Refunds will be returned to your original payment account within 3-7 business days after confirmation (USDT payments refunded in USDT, PayPal refunded via PayPal, etc.). Remade orders will be produced and shipped within 1-3 business days after confirmation.

4. Refund Notes

  • The refund amount is the actual product amount paid, excluding the original order shipping fee (except for refunds due to product quality or shipping damage).
  • Refunds will be processed in the original payment method and currency. Any differences due to exchange rate fluctuations will be based on the exchange rate at the time of refund.
  • Orders paid via USDT will be refunded in USDT to the wallet address you provided when placing the order.
  • Refund arrival time depends on the payment channel's processing speed. If you have not received your refund after 7 business days, please contact customer service for assistance.

5. Special Notes for International Orders

  • International return shipping costs are relatively high. Please carefully verify the phone model and custom content before placing your order.
  • Due to varying customs policies in different countries, returned goods may incur additional customs clearance fees. Such fees are the responsibility of the liable party.
  • We recommend opening and inspecting the product immediately upon receipt. If there are any issues, please take photos for documentation and contact us within the specified timeframe.

6. Contact Us

For any return-related questions, please contact customer service:

  • Email: [email protected]
  • Please include your order number, issue description, and attach relevant photos in your email for faster processing.