Refund Policy

All sales are final and non-refundable.

1. Reasons for return

Buyers can return products for the following reasons:

  1. Did not receive the order (e.g. parcel lost in transit)
  2. Received an incomplete product (e.g. missing parts of product, missing products from order)
  3. Received the wrong product(s) (e.g. wrong size/colour, different product)
  4. Received a product with physical damage (e.g. leaked or torn packaging)


2. Evidence submission

Buyers must submit strong photo and/or video evidence that clearly supports the reason for the return/refund, where applicable. Some examples include: 

  • Photos and/or videos showing product errors or defects (for damaged/faulty products) 
  • Photos of parcel’s internal and external packaging
  • 12Shop may request for further supporting documents if:
    1. Submitted evidence is not of acceptable quality. Clear, high quality evidence must be provided. Evidence that does not support the buyer’s claim will be rejected.
    2. Seller raises a dispute towards the case and evidence is required for further investigation.


3. Return of products 

  • 12Shop only accepts returns if:
    1. The product must be in its original packaging, unused/unopened and in good sellable condition.
    2. The product must be returned within 10 calendar days from the actual delivery date (online).
    3. Sales aids, literatures, non-BV items, promotional premiums. Buyers should ensure that returned products are properly packed to avoid damage during shipment to the return address.


  • Buyers should prepare the following supporting documents in case there is a need to dispute a seller’s rejection of the return product(s):
    1. Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
    2. Other evidence that shows an agreement was reached (especially if the buyer is returning using a non-traceable mailing option).


4. Return Postage

  • 12Shop may cover the return postage up to a certain limit, depending on the nature of your return. 
  • refund can be refunded in the form of 12Shop credits or a replacement product of similar value. 

12Shop reserves the right to approve or reject a return based on the current returns policy. For more details on the terms and conditions of returns, you may refer to our customer service.