What is your Warranty Replacement procedure for direct purchases?

Last Updated: Sep 20, 2017 12:07AM EDT

If an item is purchased online directly from Twelve South AND
1.   Twelve South is notified within 30 days of purchase that the product is defective AND
2.    The person making the warranty claim is the person who placed the original order, 
The product will be replaced immediately.  A prepaid label will be included in the box with the replacement to be used to return the defective product to Twelve South with no cost to the customer. 
 
PLEASE NOTE:  The defective product must be shipped back to Twelve South within 14 days of receipt of the replacement or a charge for the replacement will be placed on the customer's credit card.  This charge will be refunded upon receipt of the defective item by our warehouse for up to 7 days from the date of the charge.  After this time, a refund will no longer be possible.  

If an item is purchased online directly from Twelve South and
1.    Twelve South is notified within 30 days of purchase that the product is defective AND
2.    The person making the warranty claim is someone other than the person whose credit card was used to make the purchase, Twelve South will email a prepaid return label to be used to return the defective product without cost.  A replacement will be shipped 2 to 10 days of the defective product being received at our warehouse.  Prepaid labels will expire in 30 days, after which time the defective item must be shipped back at the customer’s expense.

If you notify us of a defect or a warranty request is received more than 30 days but less than one year from the date of purchase, the product must be shipped back to Twelve South at the customer’s expense.  Once received at our warehouse, we will ship the replacement in 2 to 10 business days. The replacement will be shipped to the customer at Twelve South’s expense.
 
Returned items must be shipped via a method that provides a tracking number.  If there is a problem with delivery, we will be unable to assist unless the customer can provide a tracking number that shows the package was delivered to our warehouse.

Did you find this article helpful?
18ae1e1a4ad0c6d8ebfc478cc7804ef81@twelvesouth.desk-mail.com
http://assets3.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete