Returns & Warranty
Returns, Exchanges & Warranty
We want you to be completely happy with your gear. If something’s not quite right, our returns process is simple, fast and fair — no stress.
Return Policy Overview
You can return most items if:
- It’s within 30 days for an exchange or 14 days for a refund (change of mind)
- Items are unworn, unused and in brand new condition with all tags attached
- Items are returned in original branded packaging (e.g. shoeboxes, binding boxes)
- A completed Returns Form is included in the parcel
SALE Items
SALE and discounted items can be returned within 14 days of purchase for:
- Exchange
- Store credit
- Refund (subject to a processing fee)
Refunds on SALE items incur a return processing fee based on item size:
- $15 – Small items (e.g. shoes, apparel)
- $25 – Medium items (e.g. snowboard boots, bindings)
- $40 – Large items (e.g. snowboards, bulky items)
NOTE: Refunds to store credit or gift card do not incur a processing fee
This applies to change-of-mind returns only and does not affect your rights under Australian Consumer Law.
We Can’t Accept Returns On
- Face masks, socks or undergarments (for hygiene reasons)
- Items that have been used or where original tags/packaging are not fully intact
- Waxed snowboards or snowboards on which bindings have been mounted
- Gripped skateboards
Start a Return
Starting a return is easy:
- Download and complete the Returns Form
- Pack items securely in original packaging and include your form
- Use tracked shipping for peace of mind
Need help? Contact us at info@twelveboardstore.com.au or call 03 9421 2293.
What Happens Next
Once your return arrives and is inspected, we will:
- Issue a refund (for eligible returns)
- Issue a store credit
- Exchange your item (stock-dependent)
Refunds are processed within 3-4 business days of being received and typically appear within 3–7 business days.
Exchanges & Sizing
You can:
- Return your item and we’ll send out the replacement, or
- Reorder the correct size and return the original for a refund or credit
Return shipping is the responsibility of the customer unless the item is faulty or incorrect.
Incorrect Items
If you receive the wrong item:
- Contact us immediately
- We’ll provide a prepaid return label
- We’ll ship the correct item as soon as the original is on the way back
Faulty Items & Warranty
We stand behind every product we sell.
If you believe your item is faulty, not as described, or does not meet acceptable quality standards, please contact us with photos and your order details.
All warranty and fault claims must be assessed first. In some cases, this may require the item to be returned for inspection.
Once assessed, we will determine the appropriate outcome in line with Australian Consumer Law. This may include repair, replacement or refund depending on the nature of the issue.
We may work with the manufacturer or their authorised representative as part of this assessment process.
How to Submit a Warranty Claim
- Email photos or video of the issue
- Include your order number and description
- Provide proof of purchase
We’ll guide you through the process and keep you updated.
Important Notes
- Some claims may require the item to be returned for inspection
- Warranty processing typically takes 7–10 business days
- We cannot issue a replacement or refund until the item has been assessed
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.
Why Shop With Twelve Board Store
✔ Real people. Real support
✔ 30-day exchanges because sometimes things just don’t fit
✔ Fast warranty support with trusted brands
✔ Melbourne-based store with local pickup & service options
✔ Trusted by riders since 2013
