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

  • Items are unworn, unused and in original 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 (download link below)

  • SALE items can be exchanged or returned for a refund within 14 days of purchase.  Refunds on SALE items incur a $15 restocking fee or 10% of the order value (maximum $40 depending on item size, excluding electrics).

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

Start a Return

Starting a return is easy:

  • Click above to start your return by downloading the Returns Form

  • Pack items securely in original packaging and include your completed form

  • We recommend that you use tracked shipping for peace of mind

Still unsure? Email us at info@twelveboardstore.com.au or call 03 9421 2293 
 — our team is here to help.

What Happens Next

Once your return arrives, is inspected and processed, we will:

  • Refund to your original payment method (for full-priced items only)

  • Issue a store credit usable online or in-store

  • Exchange your item for a different size or product (stock-dependent)

Refunds usually appear within 3–7 business days after we process the return. Please allow 2–3 business days for return processing.

Need a Different Size? Exchanges Are Easy

We’ve got you covered. You can:

  • Return the original item, and we will ship out the exchange, or

  • Reorder the correct size now and return the first item for a refund/credit

Return shipping is your responsibility — we strongly recommend using tracked shipping.

If you have questions, contact us at info@twelveboardstore.com.au or call 03 9421 2293 — our team is here to help.

Received the Wrong Item?

On the rare occasion something goes wrong contact us right away and lets get this fixed up right away:

  • We’ll email you a prepaid return label

  • We’ll ship the correct item as soon as the original is on the way back

Have A Faulty Items Or A Warranty Claim?

We stand behind every product we sell. As an authorised dealer, everything you buy from us is covered by the manufacturer’s warranty as required under Australian Consumer Law. The manufacturer (or their representative) will assess each claim and, if it qualifies, will repair, replace or credit the item at their discretion.

How to Submit a Warranty Claim

  1. Send photos – Email us multiple clear photos (or video) of the issue along with your order number and a short description of what’s wrong.

  2. Include proof of purchase – A valid receipt or order confirmation is required.

  3. Assessment – We’ll liaise with the manufacturer or their representative to assess your claim. In some cases, they may request a physical inspection of the product.

  4. Stay updated – We’ll keep you informed at every stage of the process.

Important Notes

  • All warranties are assessed by the manufacturer or their authorised representative.

  • Warranty claims usually take 7–10 business days to process.

  • We can’t refund or send out replacement gear until the original item has been returned to us and the claim approved.

If you have questions about a warranty claim, email us ainfo@twelveboardstore.com.au or call 03 9421 2293.

Tips for Quick & Easy Returns

  • Include your completed Returns Form

  • Pack items securely in original packaging and ship is post satchel or external box.

  • Use tracked shipping

Why Shop With Twelve Board Store

  • Real people. Real support — reach us anytime

  • 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 thousands of riders since 2013