Refund policy
At TWLV Collective, every piece is made to order specifically for you. Because of the bespoke nature of our products, we do not offer returns, exchanges, or refunds for change of mind, incorrect sizing choices, or personal preference.
Faulty or Damaged Items
We stand behind the quality of our craftsmanship. If your item arrives damaged, defective, or develops a manufacturing fault, please contact us within 90 days of receiving your order.
To help us assess the issue, please provide:
- Your order number
- A description of the fault
- Clear photographs of the item
Once reviewed, we will, at our discretion:
- Repair the item
- Replace the item
- Issue a refund if a repair or replacement is not possible
What Is Covered
Our 90-day guarantee covers manufacturing defects and faults resulting from workmanship or materials.
What Is Not Covered
The guarantee does not cover:
- Normal wear and tear
- Accidental damage
- Misuse, neglect, or improper care
- Damage caused by alterations or repairs carried out by a third party
- Natural variations in materials, finishes, or handcrafted details
How to Make a Claim
To report a fault, please contact us at hello@twlvcollective.com within 90 days of receiving your order. We will respond as quickly as possible with the next steps.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.