Refund policy

1. Return & Refund Eligibility

We want you to feel confident shopping with Twelvetooo. Most items can be returned within 30 days of delivery if they are unused, in original condition, and include all original packaging. This 30-day return window applies to most products; if you need an exchange, please follow the same return process and place a new order.

To be eligible for a return:

  • The item must be in the same condition as received
  • All original parts, accessories, and packaging must be included
  • Proof of purchase is required

2. How to Start a Return

We want to make returns as easy and convenient as possible, no matter where you are. Twelvetooo operates return warehouses in China, the United States, and Europe, so you can return your item to the location closest to you.

To begin a return, please contact our support team at:

service@twelvetooo.global

Please include your order number and a brief description of the return reason. Our team will review your request and assign you the nearest available return address based on your location. Once your return is approved, we will send you the specific return address and detailed return instructions.

Preparing your return package: Inside the package, please include your order number, return reason, and a copy of the packing slip (if available).

Please do not send your return to any address without contacting us first. Returns shipped to an unassigned address may cause delays or be unable to be processed.

3. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval status. Refunds will be processed within 7 days upon receiving the returned item, and the funds will appear in your account within 5–10 business days depending on your bank. Refunds will be credited back to your original payment method (e.g., credit card, PayPal, or other method used at checkout).

Please note:

  • Shipping fees are non-refundable unless the return is due to our error (such as damaged or incorrect items)
  • Refund timing may vary slightly depending on your payment method

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. We will prioritize resolving the issue by offering:

  • A replacement, or
  • A full refund

We may request photos or videos to help us quickly verify the issue and improve our quality control.

For quality issues beyond the 30-day return window, please refer to our Warranty Policy for coverage details.

5. Return Shipping

  • If the return is due to a product issue or our mistake, return shipping costs will be covered by Twelvetooo.
  • If the return is due to personal preference (e.g., changed mind, no longer needed), return shipping costs are the customer's responsibility. The exact shipping cost will depend on the carrier you choose and the distance to your assigned return warehouse. Since we have warehouses in multiple regions, your return shipping distance and cost will be significantly reduced compared to returning to a single overseas location.

6. Non-Returnable Situations

For hygiene and quality reasons, certain cases are not eligible for return, including:

  • Items that show signs of misuse or damage not caused during delivery
  • Returns requested after 30 days from delivery
  • Items missing parts or original packaging

7. Order Cancellations

We typically process orders within 1–2 business days. You may cancel your order at any time before it is shipped, as long as your cancellation request is made within this processing window. Once an order has been shipped, it must be processed as a return after delivery.

If you request a cancellation before we ship the order, and your request is made within the allowed timeframe, we will cancel the order and issue a full refund.

If you need to cancel your order, please contact us as soon as possible. Once your cancellation request is approved, you will receive a confirmation email, and your refund will be issued to your original payment method.

8. Contact Us

If you have any questions about returns or refunds, our support team is here to help:

Email: service@twelvetooo.global
Phone: +1-213-498-6666
Working Hours (US Support Team): Monday–Friday, 9:30 AM – 6:00 PM (Beijing Time, GMT+8)

We aim to respond quickly and make the process as smooth as possible for you.