Refund policy
Last updated: August 23, 2026
We hope you love what you've Layered. If something isn't right with your order, here's what you need to know.
Layered is operated by Build Layered F.Z.C, a company registered in the United Arab Emirates.
We currently sell and deliver within the United Arab Emirates only.
Returns
Phone Cases
Phone cases may be returned within 7 days of delivery, provided that the item:
- Is unopened and unused
- Is in its original packaging
- Is in the same condition in which it was received
- Shows no signs of wear, use or damage
- Is suitable for resale
- Is accompanied by your order number or proof of purchase
To request a return, please contact us at contactus@buildlayered.com before sending anything back.
We reserve the right to decline a change-of-mind return if the product has been opened, used, damaged or is no longer in its original condition.
Charms & Accessories
All charms and accessories are final sale and cannot be returned or exchanged for change of mind.
This includes, where applicable:
- Charms
- Phone straps
- Lanyards
- Stickers
- Grips
- Magnets
- Chains
- Phone accessories
- Other individual add-ons
This does not affect your rights if an item arrives damaged, defective, incomplete, incorrect or materially different from what you ordered.
Customized & Personalized Products
Layered allows you to create your own look by choosing and combining phone cases, charms and accessories.
Please review your:
- Phone model
- Case design
- Case colour
- Charms
- Straps
- Accessories
- Other customization choices
carefully before completing your order.
Where a product has been specifically customized, personalized, assembled or prepared according to your selections, it may not be eligible for a change-of-mind return once customization or preparation has begun.
This includes products created specifically according to selections made through the Layered customization experience.
If we have made an error in preparing your customized order, or the product arrives damaged, defective, incomplete or different from what you selected, please contact us and we will review the issue.
Incorrect Phone Model or Product Selection
Customers are responsible for selecting the correct phone model, colour, design and accessories before completing checkout.
If you accidentally order the wrong phone model, colour or accessory, please contact us as soon as possible at contactus@buildlayered.com.
If your order has not yet been processed or prepared, we will do our best to help make the change.
Once an order has been processed, customized, packed or dispatched, we may not be able to change or cancel it.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
If your product arrives:
- Damaged
- Defective
- Incomplete
- Incorrect
- Materially different from the item ordered
please contact us at contactus@buildlayered.com as soon as possible.
Please include:
- Your name
- Order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
Once we have reviewed the issue, we may offer a replacement, refund or another appropriate solution, depending on the circumstances.
Please do not dispose of a damaged or incorrect product until we have reviewed your request.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at:
contactus@buildlayered.com
We will do our best to accommodate your request.
However, we cannot guarantee cancellation once an order has been:
- Processed
- Customized or prepared
- Packed
- Handed over for delivery
If an order has already been dispatched, our normal return conditions will apply.
Shipping & Delivery Charges
Original shipping and delivery charges are non-refundable for change-of-mind returns.
Customers are also responsible for the cost of returning an approved change-of-mind return unless otherwise agreed by Layered.
If your return is the result of an incorrect, damaged or defective item supplied by Layered, we will determine the appropriate collection, replacement or refund process.
If an order is returned to us because:
- An incorrect delivery address was provided
- The delivery address was incomplete
- The recipient could not be contacted
- Delivery was repeatedly unsuccessful due to customer availability
additional delivery charges may apply if the order needs to be sent again.
Please check your delivery details carefully before completing your order.
Promotions & Discount Codes
Products purchased using a promotion or discount code are subject to the same return eligibility requirements as other purchases unless the promotion specifically states otherwise.
Where an eligible product purchased using a discount is returned, any approved refund will be based on the amount actually paid for that product after the discount was applied.
The original value of a discount or promotional code will not be refunded as cash.
Order-Level Discounts
If a discount was applied across an entire order, the refund amount for an eligible returned item may be adjusted to reflect the proportion of the discount applied to that item.
Minimum-Spend Promotions
If a returned item causes the remaining order value to fall below the minimum spend required for a promotion, free shipping offer or discount, the value of that promotion may be deducted from the refund where applicable.
Free Gifts & Promotional Items
If your order included a free gift or promotional item linked to a minimum spend or qualifying purchase, we may require the promotional item to be returned with the eligible returned product.
If the promotional item is not returned, its value may be deducted from the refund where applicable.
Discount Codes
Discount codes:
- Have no cash value
- Cannot be exchanged for cash
- Cannot be added to an order after the purchase has been completed
- Cannot normally be combined unless specifically stated
- May be subject to an expiry date or other promotional conditions
If an order is cancelled or refunded, a discount code used on that order is not automatically reinstated or reissued.
Sale Items
Unless otherwise stated, sale or promotional pricing does not automatically make a phone case final sale.
An eligible unopened and unused phone case may still be returned in line with this policy.
However, charms and accessories remain final sale, including when purchased at full price, on sale or using a promotional code.
Bundles & Sets
Where products are sold together as a bundle, set or promotional package, the full bundle may need to be returned in order to qualify for a refund.
Individual items from a discounted bundle may not be eligible for a partial change-of-mind refund unless otherwise agreed by Layered.
If part of a bundle is damaged, defective or incorrect, please contact us and we will review the appropriate solution.
How to Request a Return or Refund
Please email:
contactus@buildlayered.com
Include:
- Your name
- Your order number
- The item concerned
- The reason for your request
- Photographs where the item is damaged, defective or incorrect
Please contact us and receive return instructions before sending any product back.
Products returned without prior approval may not be accepted.
Refunds
Once an eligible returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow additional time for your bank, card issuer or payment provider to process and display the refund after we have issued it.
We are unable to control processing times once the refund has been submitted to your payment provider.
Exchanges
We do not currently offer general exchanges for change of mind.
If you would like a different product, you may return an eligible phone case in accordance with this policy and place a new order.
Charms and accessories cannot be exchanged for change of mind.
Where you have received a damaged, defective or incorrect item, please contact us so we can determine the appropriate replacement or resolution.
Consumer Rights
Nothing in this Returns & Refund Policy is intended to exclude or limit any consumer rights that apply under the laws of the United Arab Emirates.
Where applicable law provides you with additional rights relating to defective, damaged, incomplete, incorrect or misdescribed products, those rights will continue to apply.
Contact Us
For questions about a return, refund or order, please contact:
Build Layered F.Z.C
Trading as LayeredÂ
United Arab Emirates
Email: contactus@buildlayered.com