Refund policy
Everything we sell is printed and assembled after you order it, so a returned item cannot go back on a shelf. We still want you to be happy with what arrives, and nothing in this policy takes away the rights you have by law.
The short version
- Something wrong with your item? Email us within 30 days with photos. We replace it or refund it, at no cost to you.
- Doesn't fit the model you ordered it for? That's on us. We replace it and pay the return shipping.
- Changed your mind? You have 30 days from delivery to request a return of an unused, non-personalized item.
- Personalized items — anything carrying your name, initials or your own artwork — cannot be returned because you changed your mind. Faults are still covered.
- Always email contact@nuiastudio.com first. We confirm the correct return address for your order.
Faulty, damaged or wrong items
Please check your order as soon as it arrives. If an item is damaged, the print is faulty, or you received the wrong product, email contact@nuiastudio.com within 30 days of delivery with:
- your order number
- a photo of the item showing the problem
- a photo of the packaging or the shipping label
We send a free replacement or refund you in full, including any shipping you paid. Usually you do not need to send the item back — we tell you if we do, and then return postage is on us. This applies to personalized items too.
Exact-fit guarantee
Every phone case, AirPod case and Kindle case is cut for one specific device model rather than a size band, so the cutouts line up with the camera, ports and buttons. If what arrives does not fit the model you ordered it for, email us within 30 days with your order number and a photo. We replace it and cover the return shipping.
Ordering the wrong model by mistake is not covered by this guarantee, but the 30-day return below usually is, as long as the item is unused and not personalized.
Returns because you changed your mind
You have 30 days from the day you received your order to request a return. To be accepted, the item must be unused, in the condition you received it, and in its original packaging.
Start by emailing contact@nuiastudio.com with your order number. We confirm whether the return is accepted and give you the correct return address. Because our items are made and shipped from different production facilities, there is no single fixed return address — items sent back without a confirmed return request cannot be accepted or refunded.
Return shipping is at your own cost for a change of mind, and we recommend a tracked service: until the parcel reaches us, it is your responsibility. Once your return arrives we inspect it and let you know whether the refund is approved.
Personalized items
Items made to your specification — anything carrying your name, initials, a monogram, a date, or artwork you supplied — cannot be returned because you changed your mind, because they cannot be sold to anyone else. Please check your spelling, capitalization and device model in the preview before you order.
This exclusion does not apply if the item is faulty, damaged, or does not match what you ordered. In those cases the section on faulty items above applies in full.
Cancelling an order
Production usually starts within hours of your order. Email us as soon as possible with your order number: if production has not started, we cancel and refund in full. If it has, we cannot cancel, but you can still use the return rights above once it arrives.
Exchanges
The fastest route is to request a return for the item you have and place a new order for the one you want, so your new item goes into production straight away instead of waiting for the return to arrive.
Refunds
Approved refunds go back to your original payment method. We start the refund within 14 days at the latest, and your bank or card issuer may need a few more days to show it. Gift cards are not refundable.
Your statutory guarantee
Independently of this policy, you are entitled by law to a product that conforms to the contract: it must be what was described and work as you may reasonably expect. Nothing in this policy limits that right.
Normal wear and tear is not covered, and neither is damage caused by drops, heat, sunscreen, hand cream or alcohol-based cleaners. Two specific things worth knowing: the adhesive on our phone grips is repositionable but will eventually lose tack with repeated removal, and the faux leather on our card holder wallets can transfer color when wet. Both are properties of the materials rather than faults.
Questions
Email contact@nuiastudio.com with your order number. We answer within 2 business days and aim to settle any complaint within 14 days.
Last updated: 23 September 2026