Returns & Warranty

Returns, Exchanges & Warranty

We want you to be completely happy with your gear. If something isn’t quite right, our returns process is simple and straightforward.  Have a read and download form below.

Returns

Most items can be returned if:

  • It’s within 14 days for a refund

  • It’s within 30 days for an exchange or Twelve Gift Card

  • The item is unworn, unused and in brand-new condition with all tags attached

  • The item is returned in its original branded packaging, including shoeboxes, binding boxes and other product packaging

  • A completed Returns Form is included with the return

Return shipping for change-of-mind returns is the responsibility of the customer.

Sale Items

Bought something on sale and it’s not quite right? Eligible sale items can be returned within 14 days.

You can choose:

Exchange
Swap it for another size or eligible product, subject to availability.

Twelve Gift Card
Receive the full eligible return value on a Twelve Board Store Gift Card to use online or in-store.  There is no processing fee when you choose this option.

Refund
Eligible sale items can be refunded to the original payment method. A return processing fee applies:

  • $15 — Small items such as shoes and apparel

  • $25 — Medium items such as snowboard boots, outerwear

  • $40 — Large items such as snowboards and bulky items

There is no processing fee for exchanges or Twelve Gift Cards.

These conditions apply to change-of-mind returns only and do not affect your rights under Australian Consumer Law.

We Can’t Accept Change-of-Mind Returns On

  • Face masks, socks or undergarments for hygiene reasons

  • Items that have been worn or used

  • Items without original tags or packaging fully intact

  • Waxed snowboards

  • Snowboards that have had bindings mounted

  • Gripped skateboards

Start a Return

Starting a return is easy:

  1. Download and complete the Returns Form

  2. Pack the item securely in its original packaging and include the completed form

  3. Send your return using a tracked shipping service

Need help with sizing or choosing a replacement? Email info@twelveboardstore.com.au or call 03 9421 2293.

What Happens Next

Once your return arrives, we’ll inspect it and process your selected return option.

Exchanges are subject to stock availability.

Twelve Gift Cards are issued for the full eligible return value and can be used online or in-store.

Refunds are processed back to the original payment method. Any applicable sale-item processing fee will be deducted from the refund.

Refunds are generally processed within 3–4 business days of receiving and approving your return. Depending on your bank or payment provider, funds may take a further 3–7 business days to appear.

Exchanges & Sizing

Got the size wrong? No problem.

Return the item to us and we’ll arrange the replacement once your return has been received and approved.

If you need the replacement urgently, you can place a new order for the correct size and return the original item separately for an eligible refund or Twelve Gift Card.

Return shipping to Twelve is the responsibility of the customer for change-of-mind returns.

Incorrect Items

If we’ve sent you the wrong item, we’ll sort it.

Contact us as soon as possible and we’ll provide a prepaid return label and arrange the correct item.

Faulty Items & Warranty

We stand behind the products we sell.

If you believe your item is faulty, not as described or does not meet acceptable quality standards, contact us with your order details and photos or video showing the issue.

We’ll assess the issue and provide the appropriate remedy in accordance with Australian Consumer Law. The remedy available will depend on the nature and severity of the issue.

In some cases, the product may need to be returned for inspection or further technical assessment.

We may also work directly with the manufacturer or their authorised representative as part of the assessment process, but we’ll manage the claim with you.

How to Submit a Warranty Claim

Please provide:

  • Your order number or proof of purchase

  • Photos or video clearly showing the issue

  • A description of the problem and how it occurred

We’ll let you know if we need any additional information or if the product needs to be returned for assessment.

Assessment timeframes can vary depending on the product, issue and whether further technical or manufacturer assessment is required. We’ll keep you updated throughout the process.

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.

Nothing in this returns or warranty policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

Why Shop With Twelve Board Store

✔ Real people. Real support
✔ 30-day exchanges because sometimes things just don’t fit
✔ Easy exchanges and Twelve Gift Cards
✔ Fast, straightforward warranty support
✔ Melbourne-based store with local pickup and service
✔ Trusted by riders since 2013