Returns & Refunds
Made-to-order cases, faulty goods, and how to contact us.
Overview
This policy explains returns, refunds, and cancellations for orders from EMORT Cases.
Last updated: September 2026.
Cases are made to order. There is no change-of-mind refund once we have started production. Faulty or not-as-described items are covered under UK consumer law.
No change-of-mind refunds
Because cases are printed to order for you (including numbered drops, print-to-order collection designs, and custom wraps), you do not have a statutory right to cancel or get a refund for change of mind once production has started. Under the Consumer Contracts Regulations 2013, goods made to the consumer's specification or clearly personalised are exempt from the usual 14-day cooling-off right for distance sales.
Before you pay, we make clear that cases are printed after ordering. By completing checkout you ask us to start production.
We will not refund because you ordered the wrong phone model, changed your mind about the design, or no longer want the case, unless we agree otherwise in writing before production starts.
If something is wrong
If your case arrives faulty, damaged in transit, or materially not as described, contact us within a reasonable time with your order number and photos. We will repair, replace, or refund as appropriate under the Consumer Rights Act 2015.
Minor variation between mockups and the finished print (colour, alignment, texture) is normal for print-to-order goods and is not automatically a fault.
Custom wrap issues
If a custom wrap error is our fault (for example we printed the wrong file), we will reprint or refund. If the print matches the preview you approved but you changed your mind, that is not a fault.
We may cancel custom orders that break our upload rules and refund before production.
Drop sold out during checkout
If a limited drop sells out while you are paying, we cancel the order and refund any payment taken.
Faulty goods: how to contact us
Email cases@emort.co.uk with your order number and photos if something is faulty or not as described. Where a refund is due, it goes back to the original payment method via Stripe where possible.
Contact
Ben Emort trading as EMORT
Worksop, Nottinghamshire, United Kingdom
Email: cases@emort.co.uk