Refund policy

Every Kase Custom piece is built by hand and made to order. Once an order is confirmed, production begins promptly, and we are unable to accept cancellations, changes, or returns. This ensures each piece is crafted specifically for you with the care and attention our work is known for.

If your piece arrives damaged

We take great care in packing and shipping damage not uncommon, but it can happen. 

Large pieces ship freight on a pallet; smaller pieces ship boxed. Look the packaging over before the driver leaves and note any damage on the delivery receipt before you sign — that note is what makes a carrier claim possible. If your package was delivered by FedEx or UPS, take a photo of the packaging damage prior to unpacking. 

Unbox within 48 hours and let us know within 5 days of delivery if anything isn't right. Email hello@kasecustom.com with photos and we'll respond within 2 business days. Keep the packaging until everything is settled.

If we made the mistake

If a piece arrives in a different size, finish, or configuration than your order specified, that's ours to correct. Tell us and we'll make it right at our cost.

If something comes up later

Every piece we build carries our Lifetime Guarantee. Contact us at any point in the life of your piece and we'll determine a repair plan. The Kase Lifetime Guarantee

Our team is here to help — hello@kasecustom.com.