How do I exchange a product for something different?

Last Updated: May 16, 2018 12:30PM EDT

Please email us at support@twelvesouth.com for a Return Authorization and instructions.  In this email, please provide us with your order number and the product you'd like in exchange.

POLICY: A product purchased directly from the Twelve South website may be exchanged for a different item within 30 days of purchase as long as it has never been used and contains all accessories and manuals, and is in its original packaging. Products purchased from another retailer must be exchanged through that retailer.

PLEASE NOTE: If Apple Pay is used for the initial purchase and the replacement product is more expensive than the item being returned, we will not be able to substitute products because we are not able to re-charge the credit card for the price difference. In this case, the initial item will need to be returned for a refund and the new item purchased separately.

If the replacement order is shipping to an address in the US:
1.  You may ship the incorrect item back to us at your expense and, once received, we'll ship out the correct product via either FedEx Ground or FedEx SmartPost.  The price difference, if any, will be charged or refunded at the time the replacement is shipped. This option will take more time, but there will be no additional charges to your credit card except for the price difference, if any.
2.  Or you may place a new order for the correct product and return the incorrect item for a refund.  With this option, you will receive your replacement more quickly.  Please note that shipping fees from the original order, if any, will not be refunded.  Please email us at support@twelvesouth.com for a Return Authorization and instructions.

If the replacement order is shipping to an address OUTSIDE of the US:
1.  You may ship the incorrect item back to us at your expense and, once received, we'll ship out the correct product via the shipping method you selected when you placed the original order.  The price difference, if any, will be charged or refunded at the time the replacement is shipped.
- PLEASE NOTE: The cost of shipping the replacement order will be charged to your credit card prior to shipping, and all import fees for the replacement item will be your responsibility, paid to the carrier (FedEx or DHL) either before or at the time of delivery.  To initiate a refund for any import fees you may have paid on the item being returned, please contact the carrier (DHL or FedEx) in your country.

2.  You may place a new order for the correct product and return the incorrect item for a refund.  With this option, you will receive your replacement more quickly.  PLEASE NOTE:  Shipping fees from the original order will not be refunded.  To initiate a refund for any import fees you may have paid on the item being returned, please contact the carrier (DHL or FedEx) in your country.

Please email us at support@twelvesouth.com for a Return Authorization and instructions.

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