Refund policy
Last Updated: August 26, 2026
This Return & Refund Policy explains the return window, eligibility requirements, return process, return shipping responsibilities, refunds, and other return-related terms that apply to purchases made through Twelvei.
This policy applies to eligible purchases made through https://www.twelvei.com/.
30-Day Return Window
Twelvei accepts eligible return requests made within 30 days after delivery.
The 30-day return period begins on the date the order is delivered to the shipping address associated with the order.
To be eligible for a return, an item must generally be unused, in the same condition in which it was received, and returned with its original packaging and any original tags, accessories, components, or protective materials where applicable.
Proof of purchase, such as your order number or the email address used during checkout, may be required so that we can locate and verify the order.
Items that do not meet the applicable return conditions or that are requested outside the 30-day return window may not be eligible for return.
How to Start a Return
To request a return, please contact us at hello@twelvei.com within 30 days after delivery.
Please include your order number, the email address used during checkout, and a brief explanation of the reason for your return request.
We will review your request and, when the return is eligible, provide the applicable return authorization and return instructions, including where and how the item should be sent.
Please contact Twelvei before sending any item back. Sending a return without first receiving the applicable return instructions may delay identification or processing of the return.
Return Method
Approved returns are handled by mail according to the return instructions provided by Twelvei.
Customers are responsible for packaging returned items appropriately to help prevent damage during return transit.
For customer-paid returns, we recommend using a trackable shipping service and keeping the tracking information until the return has been completed.
Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Customer-Responsibility Returns
For eligible returns based on a change of mind, personal preference, ordering an unsuitable option, or another reason that is not caused by a product defect or an error attributable to Twelvei, the customer is responsible for the cost of return shipping.
Twelvei-Responsibility Returns
If you receive an item that is defective, damaged upon delivery, incorrect, or materially different from the item ordered because of an error attributable to Twelvei, please contact us before returning the item. After reviewing the issue, Twelvei will provide the appropriate return shipping arrangement, which may include a prepaid return label where applicable.
Restocking Fee
Twelvei does not charge a restocking fee for eligible returns.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery and contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, or if part of the order is missing.
When contacting us, please provide your order number, the email address used during checkout, a brief description of the issue, and relevant photographs where applicable.
We will review the information provided and determine an appropriate resolution based on the circumstances. Depending on the issue and product availability, the available resolution may include a replacement, refund, or another appropriate remedy.
Non-Returnable Items
Items may not be eligible for return if they:
- Are requested outside the applicable 30-day return window;
- Have been used, altered, or damaged after delivery;
- Are no longer in the same condition in which they were received;
- Are missing original packaging, accessories, components, tags, or protective materials where those items were originally provided and are reasonably necessary for the return; or
- Are specifically identified as non-returnable or final sale before purchase, where applicable.
If you are unsure whether an item is eligible for return, please contact us before sending it back.
Exchanges
Twelvei does not guarantee direct exchanges for every product or order.
If you would like a different item or available option, please contact us regarding the original purchase. Depending on the circumstances, the appropriate process may be to return the eligible item under this policy and place a new order for the desired product.
If the item you received is damaged, defective, or incorrect, please contact us before placing another order so that we can review the issue and provide the appropriate resolution.
Return Inspection and Approval
After an authorized return is received, Twelvei will review the returned item to confirm that it meets the applicable conditions of this policy.
We will notify you regarding the status of the return and whether the refund has been approved.
If additional information is reasonably required to identify or evaluate the return, we may contact you using the contact information associated with the order.
Refunds
Once an eligible refund has been reviewed and approved, Twelvei will process the refund to the original payment method within 1–3 business days.
After a refund is issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account. This additional processing time is determined by the applicable payment provider and is outside Twelvei's control.
If a refund to the original payment method cannot be completed for a technical or payment-provider-related reason, we will review the available options with the customer as appropriate.
Return Address
Our business address and return address are currently the same. However, customers should contact Twelvei before sending a return so that we can confirm eligibility and provide the applicable return instructions.
Return Address
1631 Rodriguez Rd, Bakersfield, CA 93314, United States
Please include your order number or applicable return authorization information with the return so that we can identify the package and match it to the appropriate order.
Contact Information
If you have questions about a return, refund, damaged item, incorrect order, or another matter covered by this policy, please contact us using the information below.
Store Name
Twelvei
Website
https://www.twelvei.com/
Business Type
Independently operated online retail store
Email
hello@twelvei.com
Phone
+1 661-442-9645
Business Address
1631 Rodriguez Rd, Bakersfield, CA 93314, United States
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM PT
Sunday: Closed
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