Customer Reviews & Ratings Policy

Our Commitment to Authenticity

At Twelve, we believe that genuine customer reviews are essential to helping shoppers make informed decisions. We are committed to displaying only authentic reviews from real customers who have purchased and experienced our products.

We are fully compliant with the UK's Digital Markets, Competition and Consumers Act 2024, which requires businesses to take reasonable steps to prevent fake or misleading reviews.

Who Can Leave a Review?

Reviews on the Twelve website may only be submitted by customers who have completed a verified purchase of the specific product being reviewed. We send a review invitation email 14 days after the confirmed delivery of your order.

• You must have purchased the exact product you are reviewing.
• You must have a verified Twelve account with an order on record.
• Each customer may submit one review per product, per purchase.
• Reviews must be submitted within 180 days of the purchase date.

Review Moderation Process

All submitted reviews go through a moderation process before being published. This typically takes 24–72 hours. During moderation, we check that the review:

• Comes from a verified purchaser of the product
• Does not contain offensive, discriminatory, or defamatory language
• Does not include personal information (such as phone numbers or addresses)
• Does not contain spam, promotional content, or links to external websites
• Is relevant to the product in question
• Does not violate any applicable laws

We do not filter, alter, or suppress reviews based on their rating or sentiment. Both positive and negative reviews are published, provided they meet the above criteria.

Rating Calculation

The overall product rating displayed on each product page is a simple arithmetic mean of all published verified ratings for that product. Ratings are on a scale of 1 to 5 stars.

We do not manipulate, weight, or adjust ratings in any way. If a product has fewer than 3 published reviews, we display the individual ratings without a calculated average to avoid statistical distortion.

Reporting a Review

If you believe a review is fake, inaccurate, or violates our policy, please report it using the 'Flag this review' button below the review, or email reviews@twelve.com with the product name and review details. We will investigate all reports within 5 business days.

Removing Reviews

A review may be removed if it is found to be fraudulent, if it violates our content guidelines, or if the reviewer requests removal under their data protection rights. We will never remove a review solely because it is negative.

Incentivised Reviews

Twelve does not offer incentives (such as discounts, free products, or loyalty points) in exchange for leaving reviews. All review invitations are sent uniformly to all customers following a purchase, regardless of any loyalty programme status.

Contact

For questions about this policy or specific reviews, contact reviews@twelve.com. For data-related requests regarding your own reviews, please see our Privacy & Cookie Policy.