Custom and imprinted products
Because custom, printed, decorated, personalized, cut-to-size, assembled, or special-order products are produced for a specific customer, they cannot be returned or refunded after proof approval or production authorization unless they are defective, damaged, materially different from the approved specifications, or otherwise eligible under applicable law.
Reporting a production problem
Inspect deliveries promptly. Notify us at hello@twelvespec.com within 5 business days after delivery and provide the order number, affected quantity, description, and photographs. Keep the product and packaging while the claim is reviewed. If we confirm an error within our responsibility, the available remedy may be correction, replacement, reproduction, account credit, or refund for the affected portion, as appropriate.
Customer-approved content
Refunds are not available for errors, omissions, dimensions, quantities, colors, placement, or other details that appeared in an approved proof or resulted from inaccurate customer-supplied specifications. Reasonable manufacturing and color variations are not defects.
Stock and undecorated merchandise
Eligible, unused, undecorated stock products may be returned only with prior written authorization requested within 14 days after delivery. Original packaging, restocking charges, supplier restrictions, and return shipping may apply. Shipping, rush, setup, design, proof, and completed service charges are nonrefundable unless required by law.
Project cancellations
Cancellation must be requested in writing. Before production authorization, refunds are limited to amounts paid minus completed design, planning, sourcing, proofing, procurement, payment-processing, and other nonrecoverable costs. After materials are ordered or production begins, the customer is responsible for work performed and committed costs.
Corporate events
Event deposits, retainers, venue commitments, vendor payments, custom merchandise, and completed planning work may be nonrefundable. The cancellation schedule and any rescheduling credit will be stated in the event proposal. Project-specific signed terms control.