Twelve South Warranty Exchange and Return Policy 

 

Each Twelve South product is designed with intention and backed by our commitment to do right by our customers. We stand behind our products and will work to ensure you have the best experience possible. This page outlines Twelve South's warranty coverage, return and exchange options, cancellation guidelines, holiday and other policies in one easy-to-navigate place.

Table of Contents 

  1. Warranty Policy

  2. How to Request a Warranty Replacement

  3. Return Policy

  4. How to Request a Return

  5. Order Cancellation Policy

  6. Obsolete Tech Policy

  7. Holiday Policy

  8. Need Help? 

  9. Additional Information

 
1. Warranty Policy

Twelve South stands behind every product we design. All products purchased from twelvesouth.com or an authorized retailer are covered under a two-year limited warranty against defects in materials and workmanship under normal use. Proof of purchase is required for all warranty claims. 


Warranty Period: Two years from the date of purchase from twelvesouth.com or an authorized reseller. 

Replacement: A defective item purchased from twelvesouth.com or an authorized reseller will be replaced with the same model and color. 

What’s Covered and What’s Not 

Covered 

  • Manufacturing defects in materials or workmanship 

  • Failures under normal use during the two-year warranty term 
     

Not Covered 

  • Items not purchased via twelvesouth.com or an authorized reseller

  • Products purchased through resale or secondary marketplaces, including Amazon Resale. Resale and refurbished products are not eligible for warranty coverage and cannot be  replaced

  • Accidental damage (drops, spills, or impact)

  • Misused or modified products

  • Cosmetic wear or normal aging

  • Consumable parts, unless defective (cables, batteries, etc.)

  • Lost or stolen items

  • Products missing original accessories

  • Clearance and final sale items 

Important Notes 

  • If your item is still within the reseller’s return window, the return must be processed through them.

  • Exchanges for different products are not offered under warranty. Only the same model and color are replaced.

  • If the original model or color is unavailable, Twelve South may provide a comparable item or a digital gift card at our discretion. 

 

Shipping for Warranty Replacements 

  • Replacements for items originally purchased in the United States include free shipping to U.S. addresses.

  • Replacements for items originally purchased in the United States that must ship internationally will require the customer to cover duties, taxes, and shipping.

  • Replacements for items originally purchased outside the U.S. include free international shipping covered by Twelve South. 

 

2. How to Request a Warranty Replacement 

To request a warranty replacement for products purchased through twelvesouth.com or an authorized retailer, please completely fill out and submit the Warranty Replacement Form. You will be asked to provide: 

  • Proof of Purchase: Twelve South order number OR an itemized receipt from an authorized reseller.  

  • Visual Evidence: Clear photo or video documenting the defect. 

 

What Happens Next 

  • Please allow our Customer Success team up to 3 business days to process your request and follow up via email. 

  • You do not need to return the defective item unless otherwise stated.

  • If approved, a replacement is ordered immediately and tracking is automatically provided once processed. 



3. Return Policy 

We aim to make returns clear, fair, and stress-free. Items are eligible for return and refund for any reason within 30 days of purchase from twelvesouth.com. Note that purchases made from any other retailer will not be issued a refund by Twelve South. 

Return Window 

  • Returns are accepted within 30 days of the purchase date, for any reason.
     

Free Returns for Defective Items 

  • All defective items qualify for free return shipping, and a full refund or replacement. 

Standard Returns (Non-Defective) 

  • Customer is responsible for return shipping. Label will be provided by Twelve South, and cost will be deducted from customer’s refund.  

  • Product return must include all original packaging and accessories.  

 

Refunds 

  • Refunds are issued to the original payment method within 10 business days of warehouse inspection. 

  • Original shipping fees are always non-refundable. 

  • Duties and taxes on international orders are not refundable. 

 

International Returns 

  • Prepaid return labels are only provided for U.S. returns. 

  • Customers outside the U.S. handle their own shipping and fees. 

 

Authorized Reseller Returns 

  • Returns and refunds for items purchased through authorized retailers must be processed with that retailer. Twelve South does not offer returns and refunds for items purchased from any other retailer.  

 

4. How to Request a Return

Placing a return is incredibly easy, and you can do it all by yourself! Start here. All you need is your Twelve South order number (beginning with "4004") and your shipping ZIP code or email. 


    5. Order Cancellation Policy 

    At Twelve South, orders begin processing almost immediately so we can ship them to you as quickly as possible. Because of this rapid fulfillment process, orders cannot be canceled once they have been submitted. If you no longer need the item, you may start a return after the order has been delivered. 

     

    6. Obsolete Tech Policy 

    If a product purchased from twelvesouth.com becomes incompatible with newer devices over time, Twelve South offers support through a discount or digital gift card toward the next generation of that product, when available. If no next-generation version exists, a discount or digital gift card may be provided for use toward any Twelve South product. 

    Eligibility 

    • The product must no longer function with most-current device generations 

    • Product must have been purchased from twelvesouth.com within the last year, absolutely no exceptions 

     

    7. Holiday Policy

    Holiday Returns 

    Each year, orders placed between November 15 and December 31 may be returned through January 31. 

     

    Holiday Shipping 

    Please anticipate longer domestic and international delivery times during the final six weeks of each year, as global holiday volume may extend standard transit timelines. 

     

    Holiday Cancellations 

    Orders placed on twelvesouth.com cannot be canceled from Thanksgiving through Christmas. During this peak period, our small Charleston team follows a streamlined fulfillment process to keep orders moving quickly and accurately. 


    8. Need Help? 

    Our Help Center is a great place for quick product answers, product manuals, easy order management, and more!


    If you would like help with an exchange, a return, or have a specific question, our small, Charleston-based Customer Success Team is always happy to help at support@twelvesouth.com. 

     

    9. Additional Information: 

    Sorry, but our lawyers made us include this stuff.

    Policy Updates: Twelve South reserves the right to modify or update this policy at any time. The version published on this page applies to all eligible purchases. 

    To the extent permitted by applicable law, this warranty and the remedies set forth above are exclusive and in lieu of all other warranties, remedies and conditions, whether oral or written, statutory, express or implied. As permitted by applicable law, Twelve South specifically disclaims any and all statutory or implied warranties, including, without limitation, warranties of merchantability and fitness for a particular purpose and warranties against hidden or latent defects. To the extent permitted by applicable law, Twelve South is not responsible for any damages resulting from any breach of warranty or condition, or under any other legal theory, or for use or misuse of any Twelve South product. If Twelve South cannot lawfully disclaim statutory or implied warranties, or disclaim any or all damages, then to the extent permitted by applicable law, all such warranties shall be limited in duration to the duration of the express warranty and to the repair or replacement service as determined by Twelve South in its sole discretion, and all such damages are disclaimed or limited to the maximum extent permitted by applicable law.

    This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. This limited warranty is governed by and construed under the laws of the country in which the product purchase took place. For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by this warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations.