All sales are final and non-refundable.
1. Reasons for return
Buyers can return products for the following reasons:
- Did not receive the order (e.g. parcel lost in transit)
- Received an incomplete product (e.g. missing parts of product, missing products from order)
- Received the wrong product(s) (e.g. wrong size/colour, different product)
- 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:
- 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.
- Seller raises a dispute towards the case and evidence is required for further investigation.
3. Return of products
- 12Shop only accepts returns if:
- The product must be in its original packaging, unused/unopened and in good sellable condition.
- The product must be returned within 10 calendar days from the actual delivery date (online).
- 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):
- Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
- 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.