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Returns Information

Whilst we hope you are happy with your purchase should you change your mind or if you are not completely satisfied, you can return the item for a full refund within 28 days of the item being received.

All items must in the same condition as they were when received by you and include all packaging, tags and accessories along with the original copy of the receipt / e-receipt.

We must have written confirmation of this before the items are sent back to us and the items must reach us within 28 days of them being received at the address supplied.

Please send us an email to Type ‘Return’ in the subject line followed by your order number. This will enable us to process your return more efficiently. In the body of the email please include the reason for the return and if you would like a refund or exchange.

When sending the item, the item must be well packaged and labelled clearly to avoid delays in processing. Please also include a printout of your order confirmation / invoice which you will have received via email. 

Please send all returns to:
Returns Department
Casepoint Online
37 High Street
AB51 3QA

Please note, the customer is responsible for the item until it is signed for by ourselves therefore, appropriate packaging is highly recommended. We reserve the right to refuse or return items which are delivered to us damaged o soiled and this has not been pointed out to us prior to the item being posted back to ourselves.  

For items which are faulty, incorrect or damaged in transit to you, we will provide a prepaid label via email. The parcel will then have to be taken to a parcel drop off point (usually either a Post Office or Hermes collection point). Proof / photographs of damage / inaccuracies  will have to be sent to us via email before we provide a shipping label. We will then issue a full refund quickly and efficiently after an inspection and agreement within 24 hours of us receiving the item. For more information on faulty items, please see below. 

Custom spare part orders are not refundable / returnable. 

The returns policy does not affect your statutory rights.


Order Cancellations

If you need to cancel your order for any reason please email us as soon as possible at quoting your name, order number, item description and date of order. If however your order has already been processed and dispatched, you will need to return the order to us for a refund and follow the terms as described in the above returns policy. We will only pay the postage on cancelled orders if we have made a mistake, the item has been damaged in transit to you or if the item is faulty.

This does not apply to custom spare part orders - these cannot be cancelled once the order has been placed.  


Faulty Items

We endeavour to ensure the goods in our warehouse are in perfect condition before they are dispatched. In the unlikely event of the items being in an unsatisfactory condition upon arrival or if they develop a manufacturing fault in the future please email us at with as much information as you can, as soon as you can.

If the case develops a fault within 30 days of the date of purchase you will be entitled to a refund or exchange free of charge which will include any reasonable postage costs incurred if any, or a free shipping label emailed to the customer. The case will have to be inspected before a refund or exchange is given. Please allow 1 working day from receipt of the item to be able to inspect the fault and send a refund.

If the case develops a fault out with the 30 day period please email us at for details on how to proceed with the claim. This is necessary as all cases are different and each manufacturer has their own warranty limitations.

If you would like more information on differences and limitations on a specific manufacturer’s warranty please email us at the above address or call us during our opening hours on 01467 621729 or refer to the manufacturers website.

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