• Made in Portugal
• Made in Portugal
Need to exchange and item or get another size? Twelve Board Store has a 14 day return policy. Please choose carefully as we do not refund if you change your mind. Before returning anything please download the return form below and follow the easy instructions whether you are posting your item back or dropping it back to us instore. All returned items must come back with original tags and original packaging unused & completely intact. Any item received that does not meet these requirements will not be accepted sorry. There are no refunds on SALE items but we can exchange for you.
If products have been used, worn (other than trying them on for size), altered, for example if snowboard boots have been heat molded, they cannot be returned, exchanged or refunded.
If you have received the wrong item, need to exchange a size or have a warranty claim that needs to be assessed please return items within 14 days of purchase date with a copy of your proof of purchase and this returns form. If we have sent the incorrect item our shipping Team will organize a return label for you. If you are exchanging a size it is up to you to get the item back to us. We recommend getting tracking for your return. If you have any questions or concerns regarding your order or our return policy, send us an email at email@example.com or call 03 9421 2293 and speak to a customer service rep and we will answer any question.
You are responsible for the cost of returning the goods intended for a refund or exchange. We suggest that you send your goods using a tracked method of postage to ensure the goods reach us safely. We cannot process a refund or exchanges until the goods have arrived at our head office. Download our returns form and just follow the easy instructions. For items being returned for a refund there is a 5% or $30 restocking fee ($30 for larger items) to cater for original shipping costs. If you need help please give us a call or email firstname.lastname@example.org
In the rare case you have received the wrong item or if your item is faulty, please contact our customer service team at email@example.com or call 03 9421 2293. To help us out please include your name and order number. If your item appears to be faulty, please also include photos of the fault so it can be investigated.
We will exchange an item if it was shipped in error or for a different size. Keep in mind that if the size you need is not available you will receive a credit note or option to choose another item. Sale items cannot be exchanged so please choose carefully. If the item was shipped in error, we will cover all shipping costs of course, however, if you have made an error you will be responsible for getting the item back to us and covering the cost of shipping the new item.
Also keep in mind that under no circumstance can Twelve Board Store ship a new item or refund without receiving the incorrect item back in the store first.
In the event a item appears to be faulty please return item as per above policy. All warranty claims will be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion. Twelve Board Store will always try to have as quick a turn around as possible however please allow at least 7 to 10 days for a warranty claim to be processed.
Pre-Orders are a way for you to guarantee that you reserve a product in advance of it arriving instore. LayBy we take a product and reserve it for under good faith you will buy it. These options are important for hard to get items or fast moving items. By pre-ordering a product we reserve that product for you and do not sell it to anyone else. There are no refunds of deposits on LayBy's an any cancellation's of a pre-order over $600 will incur a $50 cancellation fee.
Does Twelve Board Store price match? It's a question we get all the time is do you price match? Of course we do. We always do our best to make sure we have the best products for you but the best price as well. We will match almost any price, from any Australia retailer. The product must be the exact same as far as model, manufacturing year, size, color and you must provide proof of quoted price and/or a website screen shot. Some conditions apply and may not apply to all products.
At the end of the day we want you to buy your stuff from us and as a retailer our job is to make sure you get not only the perfect product for what your doing but the best deal. Price is the easy part, let's get a new board!
Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 435A Bridge Rd Richmond Victoria AU 3121.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 435A Bridge Rd Richmond Victoria AU 3121
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Free shipping on orders over $50.
14 Day Return Policy
Love your item or return it within 14 days.
Contact us, we're here to help.
Offering Fast Overseas Delivery.