Twelvetooo Warranty & Claims Policy

At Twelvetooo, we are committed to delivering products that bring joy and comfort to your home. All products directly sold by Twelvetooo are covered by a limited warranty for 18 months from the date of purchase, protecting against defects in materials and workmanship.

1. Scope of Warranty

The Twelvetooo warranty is valid only in the country or region of purchase.

If a product is taken outside its original purchase country/region or shipped to a destination not authorized by Twelvetooo, the warranty will be void.

Products purchased from other platforms or resellers are not covered under this warranty. Customers should contact their original point of purchase for support.

2. Warranty Replacement Policy

  • For eligible warranty claims, Twelvetooo will replace defective products with either:
    • A factory-refurbished product of equivalent value, if available; or
    • A new product, if refurbished stock is unavailable.
  • The replacement product will carry the longer of:
    • The remaining warranty period of the original product, or
    • Three months from the replacement date.
  • Products that have received a full refund are no longer eligible for warranty service.

3. How to Submit a Warranty Claim

To process a warranty claim efficiently, the following information is required:

  1. Proof of Purchase:
    • Order number from Twelvetooo official website or authorized reseller,
    • Sales invoice, or
    • Receipt issued by an authorized reseller with product description, date, and price.
  2. Product Information:
    • Serial number, and/or clear visual evidence of the defect (photos or videos).
  3. Troubleshooting Documentation:
    • Twelvetooo may require a record of troubleshooting steps and results.
  4. Return of Product (if necessary):
    • Some cases may require sending the product back for inspection.

Note: Providing more than one type of proof (e.g., receipt plus payment confirmation or shipment details) may be requested to validate your claim.

4. Claim Processing Time

  • Warranty claims must be submitted within 30 days of initiating the request, or before the original warranty period expires, whichever is longer.
  • Claims submitted after this period cannot be processed.

5. Shipping Costs Responsibilities

The customer is responsible for shipping costs in the following situations:

  • Returns for reasons other than verified product defects,
  • Products shipped outside the original purchase country/region,
  • Items sent back by mistake or personal items,
  • Items that were tested functional by Twelvetooo but claimed as defective,
  • Returns during international transit, or
  • Returns made without following the authorized warranty process.

6. Warranty Exclusions

The Twelvetooo warranty does not cover:

  • Products without valid proof of purchase,
  • Lost or stolen products,
  • Products beyond the warranty period,
  • Non-quality issues occurring after 30 days of purchase,
  • Free products or gifts,
  • Products repaired by third parties,
  • Damage caused by external factors, misuse, accidents, or improper handling (e.g., drops, extreme temperatures, exposure to water, incorrect operation),
  • Products purchased from unauthorized resellers.

7. Contact Information

If you have any questions or need assistance with a warranty claim, please reach out to us:

Email: service@twelvetooo.global

Company Address:
Building 2, Unit 4, No.21 Shitangxia Street, Tanzhou Town,
Zhongshan, Guangdong 528247, China

US Customer Support: +1-213-498-6666