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HANOGRAM Customer Care
We want every HANOGRAM phone case and accessory order to arrive correctly and in the condition you expected. Please read our 30-day return policy before sending any item back.
Last updated: May 8, 2026
Eligible non-personalized items may be returned within 30 days of delivery.
For change-of-mind returns or customer ordering mistakes, return shipping fees are paid by the customer.
Customized name, text, or made-to-order items cannot be returned unless they arrive damaged, defective, or incorrect.
This Returns & Refunds Policy applies to orders placed on hanogram.com. Eligible returns must be requested within 30 days after delivery.
Please contact us before returning any item. Returns sent back without prior approval, without an order number, or to the wrong return address may not be accepted.
This policy covers HANOGRAM phone cases, mirror cases, ultra clear cases, MagSafe-compatible cases, chargers, wallets, lens protectors, and related accessories sold on this website.
Non-personalized items may be eligible for return when all of the following conditions are met:
We reserve the right to refuse returns that are used, damaged by the customer, missing parts, returned late, or not returned according to the instructions provided by our team.
Personalized products are made specifically for your order. This includes cases with names, initials, custom text, custom layouts, or other customer-selected personalization.
Personalized items are generally not eligible for return, refund, or exchange due to:
If your personalized item arrives damaged, defective, incorrectly printed due to our production error, or different from what you ordered, please contact us with photos so we can review and help.
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and within 30 days of delivery.
To help us review your case quickly, please include:
After review, we may offer a replacement, refund, store credit, or another appropriate resolution depending on the situation. If the issue was caused by our error, we will not ask you to pay the return shipping fee for the approved resolution.
Please check your phone model, case type, design, and personalization carefully before placing your order.
If you ordered the wrong phone model, design, color, or variant, contact us immediately. If your order has not entered production or shipped, we may be able to help update it.
Once production or shipping has started, changes may no longer be possible. If the item is non-personalized and still meets our 30-day return conditions, you may request a return. If the item is personalized or custom-made, it is not eligible for return due to customer ordering mistakes.
For eligible returns caused by change of mind, customer preference, or customer ordering mistakes, the customer is responsible for the return shipping fee.
Original shipping charges, return shipping charges, duties, taxes, and other delivery-related costs are generally non-refundable unless the return is due to a damaged, defective, or incorrect item caused by our error.
We recommend using a trackable shipping service. HANOGRAM is not responsible for returned parcels that are lost, delayed, damaged, or sent to the wrong address by the customer or carrier.
Please do not send returns by cash-on-delivery or postage-due services. Such parcels may be refused.
Please do not return any item before receiving return instructions from us. The return address may vary depending on your order and location.
Once your approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method used at checkout. After we issue the refund, your bank, card issuer, or payment provider may take several business days to post the funds to your account.
If the returned item does not meet our return conditions, the refund may be refused or reduced. In some cases, we may contact you to discuss the next step.
Replacements are mainly offered for damaged, defective, or incorrect items after review. For customer preference changes, exchanges may depend on product availability, order status, and whether the item is personalized.
If a replacement is approved, we may ask for photos, videos, or the original item to be returned before sending the replacement.
Yes, eligible non-personalized phone cases and accessories may be returned within 30 days of delivery if they are unused, undamaged, in original condition, and approved by our support team first.
For change-of-mind returns, customer preference returns, or customer ordering mistakes, the customer pays the return shipping fee. If the return is caused by a damaged, defective, or incorrect item from us, we will review and provide the appropriate resolution.
Personalized name cases and custom-made items are generally not returnable unless they arrive damaged, defective, incorrectly printed due to our error, or different from what you ordered.
If the item is non-personalized and still meets the 30-day return conditions, you may request a return. If the item is personalized or custom-made, it cannot be returned due to customer ordering mistakes once production has started.
Original shipping costs are generally non-refundable unless the issue was caused by our error, such as a damaged, defective, or incorrect item sent by us.
