Frequently Asker Questions

Check most frequently asker questions here
Return & Exchange Product FAQ Warranty
Return & Exchange
I have ordered the wrong case. Is it possible for me to return the incorrect one and have the right one sent out?
We are sorry that you received the wrong item. We understand that mistakes happen and are happy to help you with an exchange. According to our exchange policy, If the wrong item is still in A brand-new, unused, and in its original packaging you can return it for exchange or for a refund if you place a new order for the correct one.

Quickst way to receive the correct item is would be to place a new order for the correct phone case and return the wrong one for a refund. This will allow you to receive the correct phone case as soon as possible without having to wait for the exchange process to be completed.

Here is our Return Address:
PO BOX 171
LPO Holden Hill
SA 5088
Please ensure that the outside of the package is labelled with your order number - # ( Your Order Number)
Please Note:
If you have already used the product and unable to return it in its brand new condtion. In these circumstances, we are not able to accept returns or exchanges on used items. We understand that this may be disappointing, and we apologize for any inconvenience this may have caused. As a goodwill gesture, we would like to offer you a discount if you decide to place a new order for the correct item. Please let us know if this is something you are interested in and we will be happy to provide you with a coupon code. We apologize again for the mistake and hope that this resolves the issue to your satisfaction."
 
What is your Return & Refund Policy?

30 day money back refund policy

Our goal is for you to be completely satisfied with your purchase. If you are not satisfied with your unused, brand new product or if you have received the wrong item, you may request a refund within 30 days of the date of purchase or delivery.
To request a refund, please contact our customer service team at [support@oaktreecase.com.au] with your order number and a description of the issue. We will process the refund as soon as we receive the returned product.
Please note that the product must be returned in its original condition, with all packaging, tags, and accessories intact.
Customer will be responsible for paying the shipping costs for returning the product except in situation that we sent you a wrong item by own error. In this case we will responsible for paying the postage fee and send prepaid shipping label.

Replacement and Exchange Policy for Used Faulty Items

We stand behind the quality of our products and want you to be completely satisfied with your purchase. If you experience a fault with your product after using it, we will happily replace it at no additional cost to you.
To request a replacement for a used faulty item, please contact our customer service team within 30 days of discovering the issue. Please provide your order number and a description of the issue you are experiencing.
We will review your request and, if approved, provide a return shipping label and instructions on how to return the faulty item. Upon receipt of the returned item, we will send you a replacement product.
Please note that the replacement policy only applies to products that are defective or not functioning as intended. If you are experiencing issues with your product that are not due to a defect, we will do our best to help you troubleshoot and resolve the issue, but we may not be able to offer a replacement.
We reserve the right to request proof of purchase and to deny a request for a replacement if the request is made outside of the 12 month warranty timeframe.

One Year Warranty for Manufacturing Defects

We stand behind the quality of our products and offer a one year warranty on all of our products for manufacturing defects. If a manufacturing defect arises and a valid claim is received within one year from the date of purchase, we will either repair the product at no charge, or replace the product.
This warranty does not cover wear and tear, damage caused by improper use or handling, or damage caused by accidents or natural disasters. This warranty also does not cover products that have been modified or altered in any way.
To make a claim under this warranty, please contact our customer service team with your order number and a description of the issue you are experiencing. We will review your claim and, if approved, provide instructions on how to return the faulty product.
Product FAQ
Does this case have a built-in screen protector?
Yes, all of our waterproof cases come with a built-in screen protector.
Does this case come with a lanyard?
Yes, it includes a lanyard
Warranty
What is your warranty policy?
We stand behind the quality of our products and offer a one year warranty on all of our products for manufacturing defects. If a manufacturing defect arises and a valid claim is received within one year from the date of purchase, we will either repair the product at no charge, or replace the product.
This warranty does not cover wear and tear, damage caused by improper use or handling, or damage caused by accidents or natural disasters. This warranty also does not cover products that have been modified or altered in any way.
To make a claim under this warranty, please contact our customer service team with your order number and a description of the issue you are experiencing. We will review your claim and, if approved, provide instructions on how to return the faulty product.
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