Refund policy

This policy is given by Case Chimp Ltd, trading as Blanc Space (company number SC496053), Main Road, Locharbriggs, Dumfries, DG1 1RY, United Kingdom.

It covers changing your mind, returns, exchanges and refunds. If something is faulty, that is dealt with under our Warranty Policy instead — you do not need to send a faulty item back, and you should not use the returns portal for one.

1. The 60-day window

You can return most products within 60 days of delivery for a refund, store credit, or an exchange for a different phone model. The window runs from the date your order was delivered, not the date you ordered. We allow three days' grace on top, because posting takes a day or two.

Items must be unused and in their original packaging. Opened is completely fine, as long as everything is still in new condition.

Returns are started in our returns portal at blancspace.com/pages/returns. You will need your order number and the email address the order was placed with.

2. What cannot be returned

  • Personalised products — anything made with your own photo, text or custom artwork. These are made to your specification and cannot be resold, so they are final sale: no refund and no store credit. You can still swap one; see section 5.
  • Mystery Bundles — pre-packed bundles of randomly selected designs at a deep discount. No returns, swaps or design requests.
  • Gift cards and e-gift cards.
  • Shipping protection — this is a service, not a product, so there is nothing to return.
  • Items marked "final sale" at the time of purchase during a specific promotion. Ordinary sale items follow the standard 60-day window.

Only one return can be open on an order at a time. If you need to add something to a return that is already under way, message us rather than starting a second one.

3. How to return something — UK

  1. Go to blancspace.com/pages/returns and enter your order number and email address.
  2. Tick the items you are returning and choose your reason.
  3. Choose an exchange, store credit or a refund. The portal shows you exactly what you will get back before you confirm.
  4. Print the packing slip and address label from the final page. Both are emailed to you as well.
  5. Put the packing slip inside the parcel, write your order number on the outside, and post it back from any Post Office.

You arrange and pay the return postage. We do not issue pre-paid labels, and nothing is deducted from your refund for postage. A plain envelope and second-class postage is normally all that is needed.

Always ask for proof of postage. It is free at the Post Office counter and it protects you: if a parcel you posted has not reached us 15 working days after you posted it, show us the proof of postage and we refund you in full regardless. Without proof of postage we cannot verify a parcel was sent, and a lost return is reviewed case by case.

4. How to return something — outside the UK

We do not have return addresses outside the UK. You have three options, all in the portal:

  • Keep it and take store credit — 50% of what you paid, as store credit, and you keep the item. Nothing to post. This option is confirmed by our team before the credit is issued.
  • Keep it and swap it — keep the item you have and order the same design in another phone model or case type for 50% of that item's normal price, plus postage.
  • Post it back for a full refund — use a tracked service so you can confirm it reaches us. You arrange and pay the postage. Mark the customs declaration "Returned goods – UK origin – no commercial value" so it is not charged duty on the way in.

5. Exchanges

Different phone model, same design: choose the exchange option in the portal and pick the phone you need. The new case is made in the same design, case type and colour. If the new model costs more, you pay the difference at list price; if it costs less, the difference comes back to you. Your new case is made as soon as the old one reaches us and is scanned in.

Different design: return the item for store credit and order whatever you like. Credit is worth 20% more than the equivalent refund, and it comes straight off at checkout.

Personalised items: you keep the one you have, and we make the same personalisation in another phone model or case type for 50% of that item's normal price. Nothing is posted back.

If an exchange leaves something to pay, we email you a payment link. An unpaid exchange invoice expires after 14 days, and the return is then paid out as store credit instead.

6. Refunds, store credit and what is refunded

Refund — back to the original payment method, for what you paid for the items you returned.

Store credit — worth 20% more than the refund amount. It is added to your Blanc Space account as store credit, comes off at checkout like cash, stacks with Buy 1 Get 1 Free, and is valid for 12 months. You need a customer account to hold it.

The following are not refunded:

  • The original delivery charge on your order, where one was paid — except where you cancel a whole order under your statutory 14-day right (section 13), in which case the basic delivery charge is refunded as well.
  • Your return postage. You pay it and it is not reimbursed, except where we sent the wrong item or the item is faulty.
  • Shipping protection, which is a service that has already been provided.

7. Returns on Buy 1 Get 1 Free and other multi-buy orders

Cases bought under a multi-buy offer such as Buy 1 Get 1 Free are priced as a set, not individually. The refund is worked out on what you keep, re-priced under the same offer.

In practice this means:

  • Return both cases and you get the full amount back.
  • Return only one and there is nothing to refund — you are keeping one case for the price you paid for one case. The portal shows you this before you confirm and will not create the return.

Ordered the wrong phone model on a Buy 1 Get 1 Free order? Message us first — we can usually make the right one for half price instead.

8. When you will get your money

  • We process returns within 5 working days of the parcel arriving at our warehouse, and usually much sooner.
  • A refund then takes 1–3 working days to appear, depending on your bank.
  • Store credit is added the moment the return is processed, and we email you to confirm.

We email you when your return is registered, when it arrives, and when it is processed.

9. When a return is reviewed by a person

Most returns run automatically. A member of our team looks at a return first where the refund is over £150, where the return is being started after the 60-day window has closed, where it is the second return on the same order, or where an account has made more than three returns. This adds a day or so, and we will tell you it is happening.

10. Faulty or incorrect items

Do not use the returns portal for these. Message us at help@blancspace.com with your order number and clear photos of the issue, and we will arrange a replacement or a refund directly. You will not usually need to send anything back.

Faults are covered by our Warranty Policy, which runs for 12 months from your order date and sets out in full what is and is not covered. Please read section 4 of that policy before claiming for discolouration of a clear case.

11. Personalisation errors

  • If the error was ours — missing personalisation, or the wrong text or image because of a production error: free replacement or a full refund.
  • If the error came from what was submitted — a typo, the wrong image, or a photo too low in resolution to print well: we cannot offer a free replacement, but we can help with store credit or a discount on a corrected re-order.

12. Cancelling an order

For 30 minutes after you place an order, the Change or cancel your order link in your confirmation email lets you cancel or change it yourself, and you will be refunded in full. After that the link closes because your order has gone to the print queue — but you can still ask us to cancel it any time before it is dispatched: message us with your order number and we will cancel and refund it in full. Once an order has been dispatched it cannot be cancelled — wait for it to arrive and return it through the portal.

Cases are printed to order and go into production quickly, so the earlier you cancel the better. Pre-order and backorder items can be cancelled at any time before they are dispatched; see our Pre-orders, Backorders & Cancellations policy.

13. Your legal rights

This policy is in addition to your legal rights and does not replace them.

United Kingdom. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a statutory right to cancel most online orders within 14 days of receiving them and to return them for a refund of the item price and the basic delivery charge. Our 60-day window is longer and more generous than that right, and you may use whichever suits you better. The statutory right does not apply to goods made to your specifications or clearly personalised, which is why personalised products are final sale. Under the Consumer Rights Act 2015 goods must also be of satisfactory quality, fit for purpose and as described; see the Warranty Policy for how faults are handled.

European Union. Consumers resident in the EU have a statutory right of withdrawal of 14 days from delivery, and a legal guarantee of conformity of at least two years, under EU law as implemented in your country. Those rights apply alongside this policy and are not affected by it.

Nothing in this policy excludes or limits any liability that cannot be excluded or limited by law.

14. Contact

Case Chimp Ltd, trading as Blanc Space
Main Road, Locharbriggs, Dumfries, DG1 1RY, United Kingdom
Company number SC496053 · VAT number GB311060274
help@blancspace.com