Refund policy

At Twelvetooo, we believe lighting is more than a product—it's part of the atmosphere you bring into your home and your everyday moments. That's why we design our return process to be simple, fair, and supportive, so you can shop with confidence and peace of mind.

If something isn't quite right, or if your expectations weren't met, we're here to help make it right.

1. Return 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.

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

If you would like to request a return, please contact our support team at:

📧 service@twelvetooo.global

Please include your order number and a short description of the issue. Our team will guide you through the next steps. Once your return is approved, we will provide return instructions.

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.

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 be the customer's responsibility

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

  • Orders can be canceled before they are shipped
  • Once an order has been shipped, it must be processed as a return after delivery

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)

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

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