Refund policy

At 12th Tribe, we want you to love every item you purchase from our store. We understand that sometimes a product may not be the perfect fit, and we are committed to providing a simple and transparent return and refund process.

This Return & Refund Policy explains the terms and conditions for returning products purchased from:

https://12thtribe.shop/

By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

1. Return Eligibility

We accept return requests within 30 days from the date your order is delivered.

To be eligible for a return, your item must meet all of the following requirements:

  • The item must be unused and unworn.
  • The item must be in its original condition.
  • The item must have all original tags attached.
  • The item must be returned in the original packaging when possible.
  • The return request must be submitted within 30 days of delivery.

Items that show signs of wear, washing, damage, alteration, or misuse will not be accepted.

2. Items That Cannot Be Returned

For hygiene and safety reasons, certain items may not be eligible for return.

Non-returnable items include:

  • Items that have been worn, washed, or damaged.
  • Items without original tags.
  • Items returned after the 30-day return period.
  • Items purchased as final sale or clearance items when clearly marked.
  • Gift cards and promotional products that are stated as non-returnable.

We reserve the right to refuse any return that does not meet our return requirements.

3. How to Request a Return

Before sending any item back, customers must contact our customer service team for return approval.

Please contact us at:

Email: info@12thtribe.shop

When requesting a return, please provide:

  • Order number
  • Customer name
  • Email address used for purchase
  • Product name
  • Reason for return
  • Photos of the item if there is a quality issue

Please do not send your return package before receiving return instructions from our customer support team.

Unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is:

  • Incorrect
  • Defective
  • Damaged upon arrival

If the return is caused by an error made by 12th Tribe, we will review the issue and provide an appropriate solution.

For all other returns, customers are responsible for arranging and paying return shipping fees.

We recommend using a shipping method with tracking information, as 12th Tribe is not responsible for packages lost or damaged during return transportation.

5. Refund Process

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If your refund is approved:

  • The refund will be issued to your original payment method.
  • Refund processing will begin within 5–10 business days after approval.
  • Your bank or payment provider may require additional time to display the refunded amount.

Refunds will only be issued after the returned product has been received and confirmed to meet our return requirements.

6. Refund Amount

Approved refunds will include the eligible product purchase amount.

Please note:

  • Original shipping fees are generally non-refundable unless the return is due to an error caused by 12th Tribe.
  • Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrectly shipped.
  • Any customs fees, duties, or taxes paid by customers are not refundable.

7. Damaged, Defective, or Incorrect Items

We carefully inspect our products before shipment. However, if you receive an item that is damaged, defective, or different from your order, please contact us within 7 days after delivery.

Please provide:

  • Order number
  • Description of the problem
  • Clear photos or videos showing the issue

After reviewing your request, we may provide one of the following solutions:

  • Replacement item
  • Store credit
  • Refund

We will work with you to resolve the issue as quickly as possible.

8. Exchanges

At this time, 12th Tribe does not provide direct exchanges.

If you need a different size, color, or style, please return the original item according to this policy and place a new order separately.

9. Order Cancellation

Orders may only be canceled before they enter the fulfillment or shipping process.

If you wish to cancel your order, please contact us immediately:

Email: info@12thtribe.shop

Once an order has been processed or shipped, cancellation requests cannot be accepted.

Customers may request a return after receiving the order according to this Return & Refund Policy.

10. Late or Missing Refunds

If you have not received your refund after the expected processing period:

  1. Check your bank account again.
  2. Contact your credit card provider or payment service.
  3. Contact us at:

Email: info@12thtribe.shop

We will assist you in checking the refund status.

11. Sale Items and Promotional Products

Discounted products and sale items follow the same return requirements unless otherwise stated at the time of purchase.

Promotional items marked as final sale cannot be returned or refunded.

12. Customer Responsibilities

Customers are responsible for:

  • Providing accurate shipping information.
  • Reviewing product descriptions and sizing information before purchase.
  • Following return instructions provided by our customer service team.
  • Ensuring returned products meet the required return conditions.

12th Tribe is not responsible for returns rejected due to customer misuse, incorrect information, or failure to follow this policy.

13. Consumer Rights

This Return & Refund Policy does not limit any rights or protections provided to customers under applicable consumer protection laws, including Australian Consumer Law where applicable.

Customers may have additional rights if products are faulty, unsafe, or not as described.

14. Contact Information

If you have any questions about returns, refunds, or your order, please contact us:

12th Tribe

Email: info@12thtribe.shop

Address:

169 Addison Rd
Marrickville, NSW 2204
Australia