Refund policy

Last updated: October 20, 2026

Every MaisonMoxi case is printed to order, just for you. That is why we do not accept returns, and you never need to send a case back. If something is wrong with your order, report it to us and we will make it right with a free reprint. This policy applies to orders shipped to the United States, the only country we ship to.

1. Damaged, defective or wrong item

We send you a free reprint if your case:

arrived damaged;
has a print or production defect; or
is different from what you ordered (wrong design, phone model or finish).

How to report an issue: email us at justine.jacobse@gmail.com within 30 days of delivery. Include your order number, a short description of the problem and clear photos of the case. If it arrived damaged, also add a photo of the package and shipping label. We review your report and, once the issue is confirmed, send you a reprint at no cost.

Please do not send the case back. We do not need it, and returned items cannot be accepted.

2. Refunds

We offer a reprint first. A refund is only given when there is a valid reason, for example when a confirmed issue cannot be solved with a reprint.

We do not offer refunds, reprints or exchanges for:

a change of mind;
ordering the wrong phone model or finish;
an incorrect or incomplete shipping address entered at checkout;
small color differences between your screen and the printed case;
normal wear and tear, or damage after delivery.

Not sure which model you have? Email us before you order and we will help you choose.

3. Order cancellations

Want to cancel or change your order? Email us as soon as possible. If production has not started yet, we cancel it and refund you in full. Once your case is in production, we can no longer cancel or change it.

4. How refunds are paid

Approved refunds go back to your original payment method. After we process your refund, it can take 5 to 10 business days before your bank or card provider shows it.