Return & Refund Policy

At TWELF Technology & Design, every computer is assembled, tested, inspected, and carefully packed before shipment. We want you to feel confident when purchasing a TWELF system and supported if something does not go as expected.

30-Day Returns on Eligible Systems

Standard systems purchased directly from our online catalog may be returned within 30 calendar days of delivery.

To qualify for a return, the customer must request return authorization within the 30-day period. The system must be returned in its original configuration and include all accessories, cables, manuals, gifts, and components that were delivered with it.

The product must not be damaged, altered, modified, or misused. Customers should use the original packaging whenever reasonably possible to help prevent damage during return shipping.

Selecting options offered on a regular product page, such as memory, storage, graphics card, or case color, does not automatically make the system non-returnable unless the product page clearly identifies the configuration as custom or final sale.

To request a return, email gaming@twelftech.com with your order number and the reason for the return. Please do not ship a product back without written return authorization from TWELF.

Custom and Special-Order Systems

Systems designed specifically for an individual customer may not be eligible for a change-of-mind return once production has started.

This includes custom PC requests created outside the standard catalog, specially sourced components, custom paint, engraving, branding, physical modifications, business or workstation orders built to unique requirements, and configurations clearly identified as custom, special order, or final sale before purchase.

Custom systems remain protected if they arrive damaged, contain a confirmed defect, or do not substantially match the approved order.

Any return restriction applying to a custom system will be disclosed before the customer approves and pays for the order.

Shipping Damage or Incorrect Orders

Please inspect the package and system as soon as reasonably possible after delivery.

Visible shipping damage, missing items, or an incorrect system should be reported within 72 hours whenever possible. Reporting within this period helps us document the issue with the shipping carrier, but it does not eliminate your rights regarding damage that could not reasonably be discovered immediately.

When contacting us, please include your order number, a description of the issue, photographs of the shipping box and packaging, and photographs or video showing the damage or incorrect item.

If TWELF confirms that the product was damaged during shipping, defective on arrival, or sent incorrectly, we will provide an appropriate solution at no additional cost. Depending on the circumstances, this may include troubleshooting, replacement parts, repair, replacement, or a refund.

TWELF will cover authorized return shipping when the return is caused by confirmed shipping damage, a product defect, or an error on our part.

Technical Problems and Defects

If a system is not working correctly, contact us before returning it. Many problems can be resolved quickly through troubleshooting without requiring the computer to be shipped.

If the problem cannot be resolved remotely, TWELF may arrange replacement components, repair service, a replacement system, or a return and refund when appropriate.

Defective products are not subject to restocking fees.

This return policy is separate from any hardware protection or technical support included with the system. Warranty or hardware protection coverage may continue after the 30-day return period according to the terms provided with the product.

Condition of Returned Products

Returned systems must be securely packed and should include all original items.

TWELF may reduce a refund if the returned product has missing components or accessories, customer-caused physical or cosmetic damage, unauthorized hardware modifications, evidence of misuse or tampering, inadequate return packaging, or other damage that materially reduces the product’s value.

Any deduction will be based on the reasonable cost of missing items, repair, replacement, or loss in value. TWELF will explain any deduction before completing the refund.

TWELF does not charge a restocking fee for an eligible system returned complete, undamaged, and in its original configuration.

Return Shipping

For an eligible change-of-mind return, the customer is responsible for return shipping, insurance, and safe packaging.

We strongly recommend using a trackable and insured shipping service. TWELF is not responsible for damage or loss occurring during a customer-arranged return shipment.

If the return is caused by a confirmed defect, shipping damage, or fulfillment error, TWELF will provide or reimburse reasonable return shipping.

Expedited shipping charges and other optional delivery services are non-refundable unless the return resulted from an error by TWELF.

Refunds

After an authorized return is delivered, TWELF will inspect it and notify the customer of the outcome.

Approved refunds are normally issued to the original payment method within 5 to 10 business days after inspection. Financial institutions may require additional time to post the credit.

Refunds cannot be issued to a different card, account, or payment method.

Exchanges

When inventory permits, an eligible system may be exchanged instead of refunded. Any price difference and applicable shipping costs will be communicated before the exchange is processed.

Replacement products do not restart the original 30-day return period unless required by applicable law. However, confirmed defects affecting a replacement product will continue to receive appropriate support.

Order Cancellations

Standard catalog orders may be canceled for a full refund before shipment, provided that the cancellation request is received before the order has been completed or transferred to the carrier.

Custom or special-order systems may be canceled for a full refund before TWELF begins purchasing special components or performing custom work.

If custom production has already started, TWELF may deduct only reasonable and documented costs that cannot be recovered, such as non-returnable special-order components or completed custom labor. Any applicable deduction will be explained to the customer.

Customer Data

Before returning a computer, customers should back up and remove personal files, accounts, passwords, and other sensitive information whenever possible.

For security and testing purposes, storage devices in returned systems may be reset or erased. TWELF is not responsible for data left on a returned product or for data loss associated with service, replacement, or return processing.

Items Not Eligible for Change-of-Mind Returns

Custom or special-order systems are not eligible for change-of-mind returns after production has started.

Digital products, separately delivered software license keys, and products clearly identified as final sale before purchase are also not eligible for change-of-mind returns.

Products damaged through accident, misuse, improper installation, unauthorized modification, inadequate return packaging, or the unauthorized removal or exchange of components may be denied a change-of-mind return or receive a reduced refund based on their condition.

These exclusions do not apply when TWELF shipped an incorrect item or confirms a covered defect.

How to Request Help

For returns, damage claims, cancellations, or technical problems, contact TWELF Technology & Design at gaming@twelftech.com.

Please include your order number and a clear description of the request. Photographs or video may be requested when necessary to evaluate damage or a technical issue.

Fair Resolution Commitment

Every return is reviewed according to the circumstances of the order and the condition of the product. Nothing in this policy limits any rights available to a customer under applicable law.

Last updated: September 21, 2026