Returns & Refunds Policy

 

Thank you for shopping with 12h. We are committed to providing thoughtfully crafted furniture rooted in Oriental aesthetics and modern sensibilities. If you are not fully satisfied with your purchase, we offer a clear and fair return and refund policy to support you.

Return Window

You may request a return within 30 days of delivery, based on the delivery date shown in the shipping carrier's tracking information.

Eligibility for Return

To qualify for a return, all of the following conditions must be met:

• The item is in brand-new, unused condition
• Unassembled and not installed
• No missing parts or components
• Includes all original tags, packaging materials, and protective wrapping
• Returned in the original packaging, including crates or inner protective materials

Returns that do not meet these conditions may be refused or subject to a deduction.

Non-Returnable Items

We are unable to accept returns for the following:

• Customized or personalized furniture
• Clearance or final sale items
• Items marked “Non-Returnable” on the product page
• Assembled, disassembled, used, or modified items
• Items without original packaging or with severely damaged packaging
• Items purchased through offline channels (not via our website)

How to Request a Return

We handle returns via email. Please contact us at in@12hhome.com with the following information:

• Your order number
• Item(s) you wish to return
• Reason for return
• Clear photographs of:
  • The item
  • Original packaging (inside and outside)
  • Product label(s)
  • If damaged, include a short video or close-up photo of the defect

Note: Do not send items back without our return approval. Unauthorized returns will be rejected upon delivery.

Return Shipping Costs

• If the return is due to our fault (e.g., defective item or wrong item shipped), we will cover the return shipping cost.
• If the return is due to customer reasons (e.g., change of mind), the customer is responsible for the return shipping cost.
• In some regions, we may offer a prepaid return label; the shipping cost will be deducted from your refund.
• Please use a trackable shipping service. We are not responsible for lost or misrouted returns.
• We do not accept in-person return drop-offs to our warehouse.

Refunds

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed within 5–7 business days and issued to your original payment method.

Additional notes:

• Credit card refunds may take up to one billing cycle to appear.
• Do not initiate a chargeback during the return process as it may delay resolution.
  

Damaged, Defective, or Incorrect Items

Please inspect your item upon delivery. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery.

Include the following in your email to in@12hhome.com:

• Your order number
• Photos of the damage or issue
• Photos of product labels and all packaging
• A short video if the issue is functional (e.g., not working properly)

We will provide a resolution based on the issue — such as a replacement, partial refund, or full refund. Please do not dispose of the item or packaging before we confirm the next steps.

Note: We are not responsible for repair costs by unauthorized third-party services.

Why Keep the Original Packaging?

Our packaging is specially designed to protect each item during transit. Repacking an item without the original materials increases the risk of damage and may void eligibility for a refund. For this reason, we require returns to be shipped in their complete original packaging.

Order Changes & Cancellations

• You may cancel or modify your order within 24 hours of placement, provided it has not been shipped.
• After shipment, cancellation requests are subject to a 20% restocking fee.
• Shipping service charges (e.g., White Glove or Room-of-Choice delivery) are non-refundable once fulfilled.

Need Help?

If you have any questions, please contact our Customer Support Team at in@12hhome.com. We’re here to help.