We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@twelvesouth.eu

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

30-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Only Twelve South orders placed through twelvesouth.eu and twelvesouth.co.uk can be returned.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at eusupport@twelvesouth.com.

2-year Warranty
Twelve South two year manufacturer's limited warranty protects against defects in workmanship and materials for two years from the purchase date. Twelve South will repair or replace its product if, due to defective parts or workmanship, it does not perform as specified. This limited warranty covers only repair or replacement of the product itself. This limited warranty is extended to the original consumer purchaser only. Twelve South liability to customer, if any, shall in no event exceed the total of the purchase price. Any representations or promises inconsistent, or in addition to this warranty are unauthorised and shall not be binding upon Twelve South.

Who is covered
This two year limited warranty is non-transferable and covers only the original end-user purchaser who bought a Twelve South product through twelvesouth.eu or twelvesouth.co.uk. A copy of the original sales receipt from the twelvesouth.eu or twelvesouth.co.uk website purchase is required for warranty service. This two year limited warranty does not cover products purchased from unauthorized retailers (including, without limitation, online 3rd party sellers who sell on auction sites). Online sales auction confirmations are NOT accepted for warranty verification.

How to claim warranty
To begin a warranty claim within the 2 year warranty period for Twelve South products sold through twelvesouth.eu or twelvesouth.co.uk, please contact our customer service department at support@twelvesouth.eu and enter “warranty claim” in the subject line. Please include the following info in your email:

+ Photo of the damaged product showing the issue + Copy of your sales receipt or order number + Brief description of the issue + Shipping address for the replacement and phone number

Providing all of the information above will help to expedite the review of your claim. We will evaluate your claim (typically within 3-5 business days) to determine if it qualifies for a warranty replacement and will contact you via email regarding the status of the claim. Should the product need to be returned for inspection, Twelve South is not liable for cases that are damaged or lost in transit to Twelve South.

Warranty exclusions
+ Normal wear and tear of product use + Misuse, lack of care, mishandling, accident, abuse, or other abnormal use + Use of the product other than for its intended purpose + Damage caused by improper or unauthorized repair or maintenance + Product that has been modified or altered + Any product that is not manufactured by Twelve South (including, without limitation, any non-Twelve South product that is used in conjunction with the product)