Return and Refund Policy
Last Updated: November 27, 2025
Thank you for shopping with us at Twelve Smith. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
Email: support@twelve-smith.com
Phone: +1 (954) 939-1561
Address: 160 W Camino Real, Unit 561, Boca Raton, Florida, 33432, United States
Policy Overview
Return Period: 30 days from delivery date
Refund Processing Time: 7 business days from receipt
Return Shipping Costs: There is no cost to the customer. We cover all costs.
Order Cancellations
You may cancel your order within 24 hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
Return Window: Items can be returned within 30 days of delivery.
Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
Receipt or Proof of Purchase: Required for all returns.
Return Instructions
To start a return, please follow these steps:
Contact Customer Service: Email support@twelve-smith.com with your order number, reason for return, and any supporting photos if applicable.
Receive Return Authorization: Our team will review your request within 7 days and provide a return authorization and detailed instructions.
Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
Use a reliable shipping service with tracking, following the instructions we provide. Return shipping costs are covered by us.
Refund Policy
Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
Processing Time: Approved refunds will be processed to your original payment method within 7 business days. Your bank or credit card provider may require additional time to post the refund.
Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@twelve-smith.com
We do not charge any restocking fees.
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 30 days of delivery, and we’ll cover the return shipping costs for eligible exchanges.
We do not charge any restocking fees.
Exceptions and Special Cases
Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
Lost Packages: If your package does not arrive within the estimated timeframe, please contact us so we can initiate an investigation with the shipping carrier. For lost package claims, we ask that you contact us within 30 days of the latest estimated delivery date.
Processing Times
Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
Inspection Period: Once received, returns are inspected within 7 business days.
Refund Issuance: Refunds are processed to the original payment method within 7 business days after inspection.
Late or Missing Refunds:
If it’s been more than 7 business days and you haven’t received your refund:
Check with your bank or card provider or contact us at support@twelve-smith.com
Eligibility for Returns
To qualify for a return:
Items must be in the same condition you received them (unworn, unused, with tags, and in original packaging).
A receipt or proof of purchase is required.
Items sent back without prior approval will not be accepted.
Return Shipping Address
Please send approved returns to: 160 W Camino Real, Unit 561, Boca Raton, Florida, 33432, United States
Contact Information:
Company Name: HOUSE OF BRANDS GROUP LLC PATRICK SIMOES FOSSA MBR
Website Name: twelve-smith.com
EIN Number: 39-3063242
Address: 160 W Camino Real, Unit 561, Boca Raton, Florida, 33432, United States
Email: support@twelve-smith.com
Phone: +1 (954) 939-1561
Customer Service Hours: Monday to Friday: 8:00 AM – 4:00 PM (EST)
Response Time: We respond within 24 hours.