Refund policy

Last updated: August 19, 2026

We want you to be happy with your purchase. This Return and Refund Policy explains which products may be returned, how personalized products are handled, who is responsible for return shipping costs, and when refunds are issued.

Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.

1. 30-Day Returns for Eligible Non-Personalized Products

We accept returns of eligible non-personalized products requested within 30 days after you receive your order. The delivery date shown in the carrier's tracking information will normally be used to determine the start of the 30-day period.

To qualify for a return, the product must:

• Be non-personalized and not made specifically for you;
• Be unused, except for reasonable inspection;
• Be in the same condition in which it was received;
• Include its original packaging, accessories and components; and
• Be accompanied by a valid order number, receipt or other proof of purchase.

Products that show signs of use, accidental damage, unauthorized modification or missing components may not qualify for a change-of-mind return.

2. Personalized and Made-to-Order Products

Personalized and made-to-order products are created specifically according to the options, text, images, device model and other information submitted with your order. For this reason, personalized products are not eligible for change-of-mind returns or exchanges.

We do not accept returns or provide refunds for personalized products when:

• You changed your mind after production began;
• You selected the wrong phone or device model;
• You submitted incorrect text, spelling, names, dates or other information;
• You uploaded the wrong image, an unsuitable image or a low-resolution image;
• You approved or submitted a design that you later decided you did not like; or
• The product was manufactured according to the information and design submitted with the order.

This exclusion does not apply if the product is defective, damaged in transit, incorrectly manufactured, materially different from the submitted design, or if we sent you the wrong product.

Minor differences between colors displayed on a screen and colors on a finished printed product may occur because of screen settings, materials and printing processes. Minor color differences that do not materially affect the design are not normally considered manufacturing defects. This does not affect your mandatory legal rights.

3. Order Changes and Cancellations

If you need to cancel or modify a personalized order, contact us as soon as possible at online chat .

A cancellation or modification is only possible if production has not started. Because personalized orders may enter production shortly after they are placed, we cannot guarantee that a cancellation or modification request can be completed.

Once production has started, personalized orders cannot normally be cancelled, changed or refunded unless the product is defective, incorrectly manufactured or otherwise covered by applicable consumer law.

4. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery. Contact us as soon as possible if:

• The product was damaged during delivery;
• The product has a manufacturing defect;
• We manufactured the wrong design;
• The finished product is materially different from the design submitted with your order;
• We sent the wrong device model, product type or quantity; or
• An item is missing from your order.

To help us review the issue, please provide your order number and clear photographs or videos showing the product, packaging, shipping label and the relevant defect or error.

If we confirm that the product is defective, damaged, incorrectly manufactured or incorrectly supplied, we will provide an appropriate remedy. Depending on the circumstances, this may include:

• A free reprint or remake;
• A free replacement;
• A partial refund where appropriate; or
• A full refund if a suitable replacement cannot be provided or where required by law.

We will provide return instructions if the affected product must be returned. Do not send a product back before receiving our instructions.

Any request that you notify us promptly is intended to help us investigate shipping or production problems and does not reduce any longer rights available under applicable consumer law.

5. Products That Cannot Be Returned

Unless the product is defective, damaged, incorrectly manufactured, incorrectly supplied, or applicable law requires otherwise, we do not accept change-of-mind returns for:

• Personalized or made-to-order products;
• Products marked as “Final Sale” before purchase;
• Gift cards or store credit;
• Used, damaged or altered products;
• Products missing original components or accessories;
• Free gifts, promotional gifts or gifts with purchase; or
• Products that cannot be resold for hygiene or safety reasons once opened, where applicable.

Discounted or promotional pricing does not affect your rights if a product is defective, incorrectly supplied or otherwise protected by mandatory consumer law.

6. How to Request a Return

Before returning any product, contact us at online chat.

Please include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return; and
• Photographs or videos if the product is damaged, defective or incorrect.

If the return is accepted, we will send you return instructions and the applicable return address. Return addresses may vary depending on your location and the product.

Do not return products to the sender address printed on the original package unless we specifically instruct you to do so.

Products returned without prior authorization may be refused, delayed or returned to the sender.

7. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for return shipping costs for eligible change-of-mind returns of non-personalized products.

Where available, we may provide a prepaid return shipping label. If we provide a prepaid label for a customer-responsible return, the cost of the label will be disclosed in advance and may be deducted from the refund.

Defective, Damaged or Incorrect Products

If we confirm that a product is defective, damaged in transit, incorrectly manufactured or incorrectly supplied, we will cover reasonable return shipping costs where a return is required.

We may provide a prepaid label or reimburse an approved, reasonable and traceable shipping cost. Do not incur return shipping costs without first receiving our instructions and approval.

Shipping Responsibility

When you are responsible for arranging return shipping, you must use a registered and traceable shipping service. Keep the shipping receipt and tracking information until the return and refund have been completed.

The returned product remains your responsibility until it is delivered to the authorized return address. We are not responsible for an unauthorized return or a return sent to the wrong address.

8. Exchanges

We do not normally offer direct exchanges for eligible change-of-mind returns. The fastest way to receive a different non-personalized product is to return the original eligible item and place a new order separately.

Personalized products cannot be exchanged because of a customer-selected design, text, image, color or device-model error.

If we made a production error or sent the wrong product, we may arrange a free remake or replacement without requiring you to place a new order.

9. Refunds

We will notify you after we receive and inspect an authorized return. We will then inform you whether the refund has been approved and whether any disclosed deductions apply.

Approved refunds will normally be issued to the original payment method within 10 business days after approval. Your bank, card issuer or payment provider may require additional time to process and display the refund.

Please contact us at joel@nikola.vip if more than 15 business days have passed since we confirmed that your refund was approved.

Shipping Charges

For voluntary change-of-mind returns outside any applicable statutory withdrawal right, original shipping charges, express delivery charges and return shipping charges are not refundable.

If the return results from our error or a confirmed defective product, we will refund applicable standard shipping charges where appropriate or required by law.

If you selected a premium or express shipping method, any amount exceeding the cost of our least expensive standard delivery method may remain non-refundable to the extent permitted by law.

Discounts and Partial Returns

If a discount, promotion or free-shipping offer required a minimum order value, a partial return may cause the remaining order to no longer qualify. Where permitted, the refund may be recalculated based on the price and shipping terms that apply to the products you keep.

Customs Duties and Import Taxes

Customs duties, import taxes and fees paid directly to a carrier, customs authority or government agency are not normally refundable by us. You may need to request a refund directly from the relevant authority. This does not affect any rights you may have under applicable law.

10. European Union Right of Withdrawal

If you are a consumer in the European Union and the statutory right of withdrawal applies to your purchase, you may cancel an eligible distance purchase within 14 days after receiving the goods, without providing a reason.

After notifying us of your withdrawal, you must return the eligible goods within the period required by applicable law.

The statutory right of withdrawal generally does not apply to goods made to your specifications or clearly personalized. Therefore, personalized phone cases and other made-to-order products are generally excluded from the 14-day right of withdrawal.

This personalized-goods exception does not affect your rights if a product is defective, damaged, incorrectly manufactured, incorrectly supplied or not as described.

For an eligible EU withdrawal, you are responsible for the direct cost of returning the goods unless we agree to pay that cost or applicable law requires otherwise.

Where the statutory right of withdrawal applies, we will refund eligible payments, including the cost of our least expensive standard delivery method, within the period required by law. We may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.

11. Mandatory Consumer Rights

This policy provides contractual and commercial return arrangements in addition to any mandatory rights available under applicable consumer law.

No exclusion, limitation, deadline or remedy stated in this policy is intended to remove or restrict a right that cannot legally be excluded or restricted.

12. Contact Us

If you have questions about a return, refund, damaged product or personalized order, contact us at:

Email: joel@nikola.vip

Please include your order number in the subject line so that we can assist you more efficiently.