Have an issue with your order? Please read our full policy below before initiating a request.
We will always make it right — when it's genuinely our fault.
Peeperly is a small, design-led brand. Every case is made on demand, crafted with care, and shipped to you directly. We are not a large corporation with unlimited margins — we are a team that genuinely believes in what we make, and we stand behind every product we ship.
If we make a mistake — a wrong product delivered due to our error, damaged in transit, or a genuine manufacturing defect — we will fix it. Fully. No questions asked. We will send you the right product at zero cost, or give you store credit to choose something you love.
What we cannot absorb is a refund back to a payment method when there is nothing wrong with the product itself. When a ₹1,499 case is returned simply because a customer "isn't satisfied" — with no defect, no wrong delivery, no quality failure on our part — the reverse logistics, payment gateway charges, and restocking costs can consume most of what we earned on that order. Each such refund directly reduces what we can invest in new designs, better materials, and faster shipping for every customer.
We trust our customers. We simply ask that you trust us back — and give us the chance to resolve any real concern before requesting a return.
Our product images, descriptions, and device compatibility information are detailed and accurate. Please review everything carefully before placing your order. By shopping with Peeperly, you agree to the terms of this policy.
Reporting Time Windows
Valid Reasons for Exchange or Store Credit
We accept requests strictly for the following reasons, within the time windows shown above:
- Product received is damaged or defective (print issue, broken material, manufacturing fault) — must be reported within 24 hours of delivery
- Wrong product or device model delivered due to an error on our part — must be reported within 3 days of delivery
- Product is missing from the package — must be reported within 24 hours of delivery
Not Eligible for Return, Exchange, or Refund
The following situations are not covered under any circumstance:
- Change of mind or "not satisfied" — our product images, materials, and descriptions are shown clearly on the product page. What you see is exactly what you receive.
- "Doesn't justify the price" — our pricing reflects design, quality materials, and made-on-demand craftsmanship. Subjective value opinion is not a valid return reason.
- Customer ordered the wrong device model or wrong product — eligible for exchange only, subject to stock availability. If the product is sold out, store credit will be issued. Refund will not be provided.
- Products priced at ₹599/- or below — eligible for exchange only. Reverse shipping charges will be borne by the customer.
- Orders placed during any sale, BUY1 GET1, or promotional offer
- Products that have been used, opened from packaging, or show signs of wear
- Products purchased using store credits or received as part of a prior replacement
- Damaged, broken, or missing items reported after 24 hours of delivery
- Wrong product claims raised after 3 days of delivery
- Claims submitted without unboxing video and clear photo proof — no exceptions. We strongly recommend recording your unboxing for every Peeperly order.
Why We Don't Issue Bank Refunds as a Default
Most phone case brands in India — including brands you know and shop from — do not offer refunds back to the original payment method for subjective reasons. We follow the same standard.
When a bank refund is processed, we bear the cost of the product, reverse shipping (₹80–150/-), payment gateway reversal fees, and any COD handling charges. On a ₹999–₹1,499 case, this can mean a net loss on the order — not just zero profit.
Bank refunds at Peeperly are reserved for one situation only: when a confirmed defective or wrong product was delivered due to our error, a replacement has been arranged, and it is also unavailable in stock. In that case, and only that case, a full refund to your original payment method will be processed within 48–72 hours of quality check clearance.
For COD orders, a deduction of ₹99/- applies to cover handling charges even in eligible cases.
How the Process Works
Raise a Request Within the Applicable Time Window
Visit our website and use the Returns & Exchange section to raise your request. Have your order number, clear photos, and an unboxing video ready before you begin.
No video or photo proof = claim cannot be processed. No exceptions. This protects both you and us from disputes.
We Review Within 24–48 Business Hours
Our team reviews your request Monday–Saturday, 10 AM–5 PM. If the claim is valid, we approve a reverse pickup within 1–2 working days. Please ensure the product is in its original packaging with the invoice included.
Reverse pickup must be completed in a single attempt. A missed pickup requires re-scheduling at ₹99/- or self-courier to our warehouse.
Resolution After Quality Check
Once the returned product reaches our warehouse and passes quality inspection, we resolve as follows:
Free Replacement or Store Credit
Your choice — we ship the correct product at zero cost, or issue full store credit.
Replacement → Store Credit → Bank Refund
Replacement dispatched in 3–5 days. Store credit if unavailable. Bank refund only if both fail.
Free Dispatch of Missing Item
We ship the missing product immediately upon verification at no additional cost.
Exchange Only (Stock Permitting)
Exchange subject to availability. If sold out, store credit is issued. No bank refund.
Additional Conditions
- Only hand over products for which a return has been approved. Any additional items sent will be returned without liability.
- If you placed an incorrect order (wrong model, wrong device), you are responsible for return shipping costs, or a ₹99/- fee applies for redelivery.
- Orders cannot be cancelled or modified once dispatched.
- For pre-dispatch cancellations, request must be raised within 24 hours of placing the order.
- Products purchased on store credits or received as replacements are final — no further exchange or return applicable.
- Sale items, BUY1 GET1, and promotional orders are final sale. No exceptions.
- We strongly recommend recording your unboxing on video for every Peeperly order — it is the single most effective way to resolve disputes quickly in your favour.
Quick Reference
| Situation | Resolution |
|---|---|
| Wrong product delivered by Peeperly (within 3 days) | Free Replacement or Store Credit |
| Damaged / defective product (within 24 hrs, with proof) | Replacement → Store Credit → Refund |
| Item missing from package (within 24 hrs, with proof) | Free Dispatch of Missing Item |
| Customer ordered wrong model / wrong product | Exchange Only (stock permitting) |
| Product priced ₹599 or below | Exchange Only + Shipping Cost |
| Change of mind / "not satisfied" | Not Eligible |
| "Doesn't justify the price" | Not Eligible |
| Damaged / broken / missing — reported after 24 hrs | Not Eligible |
| Wrong product claim raised after 3 days | Not Eligible |
| Sale / BUY1 GET1 / promotional order | Not Eligible |
| No unboxing video or photo submitted | Cannot Be Processed |
Reach Us
We're here when you need us.
Monday – Saturday | 10:00 AM – 5:00 PM
Email support available after hours.
Need to initiate a return or exchange? Please ensure you have read our full policy above before proceeding.
