At Defend Phone, we stand behind our premium device protection products and want you to be completely satisfied with your purchase. If you’re not happy with your case for any reason, we offer a straightforward returns and exchanges process for our global customers.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Your item must be unused and in the same condition as when you received it
  • The original packaging must be intact
  • You must initiate your return within 15 days of receiving your order
  • A proof of purchase or receipt must be provided
Note: Due to hygiene reasons, we cannot accept returns on opened screen protectors or any product where the protective film has been removed. All other cases for Google Pixels, iPads, LG phones, and tablets are eligible for returns if the above conditions are met.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our support team at [email protected] with your order number and reason for return/exchange
  2. Wait for approval – Our Portland-based team will review your request within 1-2 business days
  3. Package your item – Once approved, securely pack the item in its original packaging
  4. Ship the item back – Send the package to our return center (address will be provided in your approval email)
  5. Receive your refund or exchange – We’ll process your request once we receive and inspect the returned item

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Defend Phone Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product: [Product Name] for [Device Model]
Reason for return/exchange: [Please specify]

I confirm that the item is unused and in its original packaging. Please advise on next steps.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Refund Processing

Once your return is received and inspected (typically within 3-5 business days of arrival at our facility), we will process your refund or exchange:

  • Refund method: Your refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 5-10 business days may be required for the refund to appear on your statement, depending on your financial institution

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping cost of the replacement item.

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee receipt of returned items.

For our international customers outside the US: Please mark the package as “Returned Goods” to avoid potential customs fees. Defend Phone is not responsible for any customs fees incurred during the return process.

Exchanges

To exchange an item for a different size or style:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement product
  3. Once we receive your return, we’ll ship your new item within 1-2 business days

For defective products or incorrect shipments, we’ll cover all shipping costs for exchanges.

Non-Returnable Items

Certain items cannot be returned for hygiene and quality control reasons:

  • Opened screen protectors (where the protective film has been removed)
  • Custom or personalized cases
  • Gift cards

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Mail: Defend Phone, 3067 Seneca Drive, Portland, US 97205

We appreciate your trust in Defend Phone for your device protection needs and strive to make every interaction with our brand positive and hassle-free.