Refund & Returns Policy

Made just for you. We'll make sure it's right.

Last updated: 25 October 2026

At PrintMyCase, every phone case is custom-made just for you — your photos, your design, your style!

Because each case is personalised and printed to order, we don't offer returns, refunds or exchanges if you simply change your mind.

But if something goes wrong with the printing, your case is faulty, or we've made a mistake, we're here to help get things sorted.

This policy applies to PrintMyCase kiosk purchases and online orders (when available).

PrintMyCase is operated by LucentGlow Pty Ltd, Queensland, Australia.

1. Change of Mind — No Returns or Exchanges

Every PrintMyCase phone case is made specifically to your selected design and phone model.

For this reason, we do not offer change-of-mind returns, refunds or exchanges.

This includes situations where:

  • You change your mind after purchasing.

  • You accidentally select the wrong phone brand or model.

  • You upload the wrong photo or choose the wrong design.

  • You no longer like the design you selected.

  • You decide you no longer need the case.

  • You find a similar product cheaper elsewhere.

Please double-check your phone model, photos, design and final preview before confirming your order.

This policy does not affect your rights under the Australian Consumer Law.

2. When Things Don't Go to Plan

If we've made a mistake, we'll help make it right!

You may be entitled to a replacement, refund or another appropriate remedy if your case is faulty or doesn't meet the Australian Consumer Law's consumer guarantees.

Examples include:

  • Printing defects: Significant smudging, peeling, missing artwork, misalignment or other printing faults.

  • Incorrect design: We print a different image or design from the one you submitted and confirmed.

  • Wrong phone case: You receive a case for a different phone model from the one you correctly selected.

  • Damaged or defective case: The case is cracked, warped, defective or does not fit the correctly selected phone model.

  • Kiosk malfunction: You're charged, but the machine fails to print or dispense your case.

  • Online order issues: You receive the wrong product, or your order arrives damaged or defective.

If something isn't right, please contact us so we can investigate and provide the remedy you're entitled to.

3. What Isn't Normally Considered a Fault?

Some issues can result from the choices made during the customisation process rather than a printing or manufacturing defect.

These may include:

  • Choosing an incorrect phone model or design.

  • Uploading a low-resolution, blurry or pixelated photo where the printed result reasonably reflects the submitted image.

  • Cropping, positioning or text placement that matches the final design you approved.

  • Minor colour variations between your phone screen and the printed product, within reasonable printing tolerances.

  • Normal wear and tear, accidental damage or damage caused by misuse.

We recommend checking your final preview carefully before submitting your design for printing.

These examples do not exclude your rights where a product is faulty, significantly different from its description or otherwise fails to meet a consumer guarantee.

4. Your Rights Under Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If your case has a major failure, you are generally entitled to choose a refund or replacement. You may also be entitled to keep the product and receive compensation for its reduced value, along with compensation for reasonably foreseeable loss or damage.

For a minor failure, we may choose to repair, replace or refund the product, provided the problem is resolved within a reasonable time.

If a minor failure is not remedied within a reasonable time, you may become entitled to a refund or replacement.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

5. How to Report a Problem

Something not quite right? Let's get it sorted!

If you experience a problem with your case, please contact us as soon as reasonably possible.

Email: admin@printmycase.com.au

Or use our Contact Us page.

To help us investigate, please include where available:

  • Your name and contact details.

  • Your order number, receipt or other proof of purchase.

  • The kiosk location, if purchased from a machine.

  • The approximate date and time of purchase.

  • Your selected phone model.

  • A clear photo of the problem and a short description of what happened.

We'll review the information and may ask a few additional questions.

We aim to respond within 5 business days and resolve genuine problems as quickly and fairly as possible.

A receipt is helpful, but other reasonable proof of purchase may also be accepted.

6. Timeframes for Reporting Issues

We encourage customers to report printing problems, incorrect products or kiosk malfunctions as soon as possible.

Ideally, contact us within 30 days of purchasing or receiving your case, so we can investigate promptly.

However, 30 days is not a cut-off for your Australian Consumer Law rights.

Consumer guarantees may apply beyond that period, depending on the nature of the problem and the product.

7. Replacements, Refunds and Returns

Where a case is confirmed to be faulty or incorrectly produced, we will provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

  • A replacement case printed with the correct design.

  • A replacement case for the correct phone model.

  • A repair, where appropriate.

  • A refund to your original payment method.

  • Another remedy required under the Australian Consumer Law.

For a major failure, the customer generally has the right to choose between a refund and replacement.

Approved refunds will be processed as promptly as reasonably possible. The time taken for funds to appear in your account may depend on your bank or payment provider.

If we need the original case returned for assessment, we'll provide return instructions.

Where a product is confirmed to be faulty, we'll reimburse reasonable return postage costs in accordance with Australian Consumer Law. Please keep your postage receipts.

Original packaging is not required to make a valid claim for a faulty product.

8. Kiosk Printing Issues

Our kiosks are designed to make printing quick and easy, but occasionally technology can have a hiccup!

If a machine:

  • Takes payment but doesn't dispense your case.

  • Produces an incorrect or defective print.

  • Dispenses a damaged or incorrect case.

  • Experiences another issue that prevents your order from being completed correctly.

Please contact us with the kiosk location, approximate time of purchase and payment details.

We'll investigate and arrange an appropriate remedy, including a replacement or refund where required.

9. Online Orders and Cancellations

When PrintMyCase online ordering becomes available, all personalised cases will be produced according to the designs and phone models submitted by customers.

Once an order is confirmed, we do not ordinarily accept change-of-mind cancellations, modifications or exchanges, as the case is custom-made.

Please review all order details carefully before completing payment.

If there's a problem with the product or we supply something different from what was ordered, your Australian Consumer Law rights continue to apply.

10. Get in Touch

Questions about your order or something not quite right?

We're always happy to help.

PrintMyCase
Operated by LucentGlow Pty Ltd
Brisbane, Queensland, Australia

Email: admin@printmycase.com.au
Website: https://printmycase.com.au/
Contact: https://printmycase.com.au/contact-us

Your design. Your case. Our commitment to getting it right.