Refund policy

Last updated: 6 November 2026

This policy covers orders placed on iconsthecase.com. Icons The Case is a trading name of Icons The Case Australia Pty Ltd (ABN 91 636 017 466, 31/5 Taylor Court, Cooroy QLD 4563). This policy forms part of our Terms of service.

Your rights come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you live outside Australia, you also have the rights that the consumer law of your country gives you. Nothing in this policy takes those rights away.

Faulty, damaged or wrong items

Please contact us if your order:

• arrives damaged or develops a fault
• is not what you ordered (for example the wrong size, colour or design)
• does not match its description on our website

Email info@iconsthecase.com with your order number, a photo and a short description. Please contact us as soon as you can after you notice the problem.

What we will do: we will send you a replacement or give you a full refund. If the problem is a major failure, you choose which. A refund covers the full price you paid for the item. If the whole order was faulty or wrong, we also refund the delivery charge.

Return postage: you do not pay to fix our mistake. If we need the item back, we will email you a prepaid return label, or repay your reasonable postage cost (please keep the receipt). Sometimes a photo is all we need and you will not have to send anything back.

You do not need the original packaging. We may ask for proof of purchase, such as your order number or confirmation email.

Our 2 year warranty

Every Icons case comes with a 2 year warranty against defects. It is in addition to your rights above.

• Covered: a defect in materials or workmanship that appears within 2 years of the delivery date, under normal use. For example, the silicone splitting or tearing, or a printed design peeling or cracking.
• Not covered: damage from accidents, misuse, cuts, burns or chewing (including by pets), changes you make to the case, normal wear and tear such as surface marks, or lost items. These exclusions do not limit your rights under the Australian Consumer Law.
• How to claim: email info@iconsthecase.com within the 2 years with your order number or other proof of purchase, photos of the problem and a short description.
• What we will do: if the case is defective, we will replace it with the same size and colour (or a similar one you choose, if that colour is no longer made), or refund the price you paid.
• Costs: we pay the costs of a warranty claim, including postage both ways. If you have paid any cost to make a claim, email us the receipt and we will repay it.
• Warranty provider: Icons The Case Australia Pty Ltd (ABN 91 636 017 466), 31/5 Taylor Court, Cooroy QLD 4563, Australia. Phone +61 499 991 238. Email info@iconsthecase.com.

The benefits given by this warranty are in addition to other rights and remedies you have under a law in relation to the goods.

Change of mind

We do not offer refunds or exchanges if you simply change your mind, for example if you chose the wrong size or colour, or no longer want the item. Please check the size guide on the product page before you order.

This does not affect your rights for faulty or wrong items, or the 14 day cancellation right for UK and EU customers below.

UK and EU customers: 14 day right to cancel

If you live in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days without giving a reason.

• The 14 days start the day after you, or someone you nominate (not the carrier), receive the goods.
• To cancel, email info@iconsthecase.com with a clear statement that you want to cancel, before the 14 days end. You can use the form below, but you do not have to.
• Send the items back within 14 days after telling us. We will give you the return address. You pay the return postage, unless the item is faulty or wrong.
• We refund the price and the standard delivery charge you paid within 14 days of getting the items back, or of you showing proof that you sent them, whichever is sooner. We refund to your original payment method at no cost to you.
• Please handle the items only as you would in a shop. If an item has lost value because it was handled more than needed to check it, we may reduce the refund by that amount.
• This right does not apply to items made to your own specification or clearly personalised, such as cases printed with your own logo or artwork.

Cancellation form (complete and return this form only if you wish to cancel the contract)
To: Icons The Case Australia Pty Ltd (ABN 91 636 017 466), 31/5 Taylor Court, Cooroy QLD 4563, Australia, info@iconsthecase.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Signature (only if this form is sent on paper):
Date:

Refund timing

Once we approve a refund, we process it within 5 business days to your original payment method. Your bank may take a few more days to show it.

Contact us

Email info@iconsthecase.com or call +61 499 991 238. We aim to reply within 2 business days. Our full business details are on our Contact information page.