Does Bitili guarantee its product?

Of course! We’re 100% committed to making you happy. Each case is hand checked by a member of Team Bitili before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.

Should you wish to return your item(s), please kindly email us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable).

To request further instructions on how to return your order, please email us at Returns without prior communication with us will not be accepted.

Returns and exchanges are not accepted because of reason of change of mind. Returns and exchanges of customized products are not accepted unless there is defect.

Returns and exchange will only be made after receiving the original or defect products. If cases are accepted by Bitili, it will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.

Procedures of Returns and Exchanges:

  1. Defect products are found.
  2. Email Bitili with the reason of return of exchange, with evidence.
  3. For exchange currier is sent to your address with a new product and an empty envelope to collect the defect products. Please send the defect products back to the address on the envelope.
  4. For returns, an envelope is sent to you to collect the defect product. Once the products are received and case is completed, refund will be made to your original form of payment.
  5. Bitili reserves the right to any dispute.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. 

All purchases of items from the Artist Collection are final and no refund/return would be granted under any circumstances. Unauthorised returns will be discarded.

Still not getting your answers? Email us anytime at You can even contact us on Instagram or on Facebook.