Returns & cancellations

Cancelling an order

You can cancel an order within 6 hours of placing it. Email contact@cloth.app with your order number (it starts with CF-, and it's in your confirmation email) and we'll cancel it and refund you in full. What counts is when your email reaches us.

After 6 hours your case goes into production, and the order can no longer be cancelled or refunded.

Need to change something instead, like the phone model, case type or shipping address? Email us within the same 6 hours and we'll help put it right before it's printed.

Returns and exchanges

Because each case is made for you, with your own image, we can't resell it. So we don't accept returns or exchanges, and we don't give refunds for:

• changing your mind;
• ordering the wrong phone model, case type or finish;
• an image you're no longer happy with, or that was cropped or placed as you set it in the designer.

Please check your phone model and the preview before you order. The preview shows what will be printed, but colours on a screen can look a little different in print, and an image with too few pixels prints soft (the designer warns you when it does). These aren't defects.

If your case arrives with a problem

If your case arrives damaged, misprinted, or with a defect in the print or the case itself, we'll refund it, or send you a free replacement if you'd rather have that.

How to report it

• Email contact@cloth.app within a year of your order, though sooner is better.
• Include your order number, a short description of the problem, and clear photos of it.
• We'll let you know if we need anything else.

Refunds go back to the card or payment method you paid with. Once we've issued one, your bank may take 5–10 business days to show it.

1-year warranty

Every case is covered for 1 year from the date of your order against defects in its materials and printing that appear under normal use, for example:

• the print peeling, flaking or fading;
• the case cracking, splitting or coming apart without being dropped or knocked.

If that happens, email contact@cloth.app with your order number and photos, and we'll replace the case free, with the same design for the same phone.

Not covered

• damage from drops, knocks or other accidents;
• normal wear, such as scuffs and scratches;
• damage from heat, chemicals, or changes you make to the case;
• problems that come from the image itself, such as low resolution or the colours in the file;
• your phone: the warranty covers the case, not the phone inside it.

Parcels that don't arrive

If your order hasn't arrived when you expected it, email contact@cloth.app with your order number and we'll check with the carrier.

Your rights

This policy and the warranty come on top of your rights under the consumer law of the country you live in, and don't limit them. In some countries the usual right to cancel an online order within 14 days doesn't apply to personalised goods like these cases, which is why our cancellation window works the way it does. See also our terms of service.