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Customer may request for a refund within (30) days from date of invoice. You must provide the original invoice (Either paypal confirmation or Tough Cases Confirmation) for all refund or exchange transactions.Warranty, refund or exchange requests will NOT be processed if the customer cannot provide original invoices. It is customer's responsibility to keep all the invoices.
For all orders, the original shipping fees and a 2% administrative fees are non-refundable. If the original order qualified for free shipping and in the event of the product is returned, the actual cost of the original outbound shipping fee is deducted from any refunds. If the return product or packaging is damaged or missing parts, the return may be refused.
The return shipping fee may be payable on the orders that are unclaimed or refused at point of delivery, we reserve the rights to deduct this amount from the total to be refunded.
Please follow the 3 steps process for returning an order to us.
Step 1: Contact Tough Cases: firstname.lastname@example.org with details about your return. We will notify you if your return is covered under our warranty/exchange policy within the next 3 business days. If your return is covered, an RMA (Return Merchandise Authorization) number will be issued and e-mailed to you.
Step 2: Once you have obtained your RMA Number, ship your product along with the RMA information enclosed in the package and a copy of the original invoice back to the shipping center.. The product must be shipped in the original packaging. If the product is NOT shipped out within 7 days of receiving notification of your RMA approval, the RMA number will become invalid. The package must be prepaid and sent to the shipping Centre with the RMA Number marked clearly on the shipping label.
Step 3: Tough Cases will inform you of the results after receiving and inspecting the product.