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Refund Policy

Customer satisfaction is very important to Showcase Lab.
Each display case is carefully made, inspected, and packed before shipping.

In case of issues with the received order, the customer can contact us to request assistance, replacement, return, or refund according to the conditions indicated below.

For any requests, you can contact us via:

Email: info.showcaselab@gmail.com
WhatsApp: +39 389 153 0065

Right of withdrawal

The consumer customer has the right to withdraw from the purchase within 14 days from the delivery of the product, except in cases of exclusion provided by current legislation and indicated in this information.

The right of withdrawal applies exclusively to standard products, not customized or made-to-measure.

To exercise the right of withdrawal, the customer must send a request to Showcase Lab via email, WhatsApp, or through the self-service return procedure available on the website.

The request must include:

  • first and last name;

  • order number;

  • purchased product;

  • reason for the request, if the customer wishes to specify;

  • any photos of the product and packaging, if useful for handling the case.

Once the request is received, Showcase Lab will review the case and provide the customer with instructions on how to proceed.

Conditions for accepting a return

To be accepted, the product must be returned:

  • intact;

  • unused;

  • complete with all received components;

  • complete with screws, brackets, panels, instructions, and accessories;

  • in the original packaging or equivalent and secure packaging;

  • without scratches, breaks, assembly marks, wear, or tampering;

  • with the original protective films still applied on the plexiglass panels.

Showcase Lab accepts returns only if the products still have the original protective films applied.

We advise customers to not remove the protective films if they intend to request a return. Removing the films may prevent proper verification of the product's condition and result in refusal of the return or refund.

Showcase Lab will not accept returns of assembled, used, customer-damaged products, or those returned incomplete or without the original protective films.

For plexiglass products, returns may be refused if the product shows scratches, marks, breaks, damage, removed films, or conditions that prevent resale as new.

The customer is advised to handle the product with care and keep the original packaging until the item has been fully inspected.

Customized or made-to-measure products

Customized, modified, or made-to-measure products cannot be returned and are not subject to the right of withdrawal.

This category includes, by way of example:

  • display cases made using the “Create your custom display case” feature;

  • display cases with custom measurements;

  • display cases configured according to the customer's specific requests;

  • display cases with custom engravings;

  • custom plates;

  • custom backgrounds;

  • products modified from standard sizes or features;

  • items made specifically for a particular order.

These products are made to the customer's request and cannot be resold as standard items.

Assistance remains valid in case of defective products, damage during transport, or non-compliance with the order placed.

Order cancellation

Any order cancellation requests must be communicated to Showcase Lab within and no later than 24 hours from placing the order.

The request must be sent via email or WhatsApp, indicating the order number and customer details.

After 24 hours from placing the order, cancellation may no longer be possible, as the order may have already been processed, prepared, worked on, or sent to production.

For personalized or custom-made products, including those made through “Create your custom display case”, cancellation beyond 24 hours will not be accepted if production has already started.

Self-service return request

The customer can also submit a return request through the self-service procedure available on the website.

To start the procedure, you can click on the following link:

Start the Return procedure

The self-service return procedure allows the customer to independently initiate the request by providing the order details and reason for the return.

Submitting a request through the self-service procedure does not automatically imply acceptance of the return. Each request will be verified by Showcase Lab according to the conditions stated in this policy.

The return can only be approved if the product meets all the required conditions, meaning it is a standard item, not personalized, not custom-made, intact, unused, complete with all components, and returned in suitable condition.

Return requests related to the following will not be accepted:

  • display cases made through “Create your custom display case”;

  • display cases with custom measurements;

  • products with personalized engravings;

  • custom plates;

  • custom backgrounds;

  • products modified at the customer's request;

  • items made specifically for a particular order.

Once the request is received, Showcase Lab will inform the customer of the verification outcome and, if approved, will provide instructions to proceed with the product return.

Products must not be shipped without prior approval of the return request. Any packages sent without authorization may be refused.

Conditions for accepting a return

To be accepted, the product must be returned:

  • intact;

  • unused;

  • complete with all received components;

  • complete with screws, brackets, panels, instructions, and accessories;

  • in the original packaging or equivalent and secure packaging;

  • without scratches, breaks, assembly marks, wear, or tampering.

Showcase Lab will not accept returns of assembled, used, customer-damaged, or incomplete products.

For plexiglass products, returns may be refused if the product shows scratches, marks, breaks, damage, or conditions that prevent resale as new.

The customer is advised to handle the product with care and keep the original packaging until the item has been fully inspected.

Return shipping costs

In case of withdrawal for change of mind on standard products, return shipping costs are the responsibility of the customer.

The customer is responsible for properly packaging the returned product.

If the product arrives damaged due to inadequate packaging, Showcase Lab may refuse full or partial reimbursement.

We recommend using tracked and properly protected shipping.

Products damaged during transport

If the product arrives damaged during transport, the customer must contact Showcase Lab within 48 hours of delivery, sending:

  • photo of the outer packaging;

  • photo of the inner packaging;

  • photo of the damaged product;

  • order number;

  • brief description of the problem.

After verification, Showcase Lab will evaluate the most suitable solution, which may consist of replacing the damaged component, replacing the product, or another solution agreed with the customer.

In case of transport damage, it is important to keep the original packaging until the case is closed.

Defective or non-compliant products

If the received product has a manufacturing defect, an error, or does not conform to the order placed, the customer must contact Showcase Lab attaching photos and a description of the problem.

After verification, Showcase Lab may proceed with:

  • free replacement of the defective component;

  • sending a new piece;

  • product replacement;

  • another solution agreed with the customer.

In case of a defect confirmed to be attributable to Showcase Lab, the customer will not incur additional costs for the replacement.

Product exchanges

Product exchanges can be requested within 14 days of delivery only for standard items, not personalized or made to measure.

The product must meet all the conditions indicated in the “Conditions for accepting a return” section.

Shipping costs for the return and any new shipment are the responsibility of the customer, except for errors attributable to Showcase Lab.

Exchanges cannot be requested for:

  • made-to-measure display cases;

  • custom display cases;

  • engraved items;

  • custom plates;

  • custom backgrounds;

  • products made according to the customer's specific requests.

Refunds

Once the returned product has been received and inspected, Showcase Lab will inform the customer of the verification outcome.

If the return is approved, the refund will be made using the same payment method used for the purchase, unless otherwise agreed between the parties.

Refunds may be reduced or refused in case of:

  • damaged product;

  • incomplete product;

  • used product;

  • assembled product;

  • missing components;

  • inadequate packaging;

  • conditions not compliant with this policy.

The technical processing times for crediting may vary depending on the payment method used and the customer's banking institution.

Shipping costs incurred for returning the product are non-refundable, except when the return is due to an error, defect, or non-compliance attributable to Showcase Lab.

Products assembled or damaged by the customer

Returns, exchanges, or refunds will not be accepted for products that are:

  • incorrectly assembled;

  • damaged during assembly;

  • damaged due to improper use;

  • altered or modified by the customer;

  • returned incomplete;

  • returned without proper packaging;

  • scratched or damaged after delivery.

Plexiglass is a high-quality material but must be handled with care. For this reason, we recommend carefully following the provided assembly instructions and not removing any protective films until proper assembly is complete.

Request methods

To request assistance, return, exchange, refund, or order cancellation, the customer can contact Showcase Lab via:

Email: info.showcaselab@gmail.com
WhatsApp: +39 389 153 0065

Alternatively, if available, the customer can submit a return request through the self-service procedure on the website:

Start the Return procedure

In any case, the request must always include:

  • order number;

  • first and last name;

  • purchased product;

  • description of the request;

  • photos or videos, if necessary.

Requests lacking sufficient information may require longer processing times.

Submitting a request does not automatically imply acceptance of the return, exchange, or refund. Showcase Lab reserves the right to verify each request according to the conditions stated in this policy.

Address for possible returns

Returns must be shipped only after customer service authorization.

The reference address is:

Showcase Lab Italy
Via Roma 183/185
81030 Teverola (CE)
Italy

Packages sent without prior authorization will not be accepted.

Customer Support

Showcase Lab is available to assist the customer before and after purchase.

If you have any doubts about the product received, assembly, any damages, or missing components, we encourage the customer to contact us before proceeding independently with returns or disputes.

Our goal is always to find a quick, correct, and proportionate solution to the problem encountered.