🔁 Returns, Exchanges & Warranty

We want you stoked with your gear. If something’s not quite right, our returns are simple, fast, and fair — no stress.

🛍️ Return Policy Overview

You can return most items if:

• It’s within 30 days for exchange or 14 days for a refund

• Items are unworn, unused, and in original condition with tags

• Returned in original branded packaging (e.g. shoeboxes, binding boxes)

• You’ve included our 📄 Returns Form

🚫 We can’t accept returns on:

• Face masks, socks, or undergarments (for hygiene reasons)

• Items that have been used or original tags and packaging non 100% intact

📦 Sale item refunds may incur a $15 restocking fee or 10% of the order value (max $40 depending on item size).

🔄 What Happens Next?

Once your return arrives and is processed, we’ll:

• ✅ 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?

No worries — we’ll get you sorted.

• Contact us at info@twelveboardstore.com.au or call 03 9421 2293

• You can:

  • Return the original item and wait for an exchange, or

  • Reorder the correct size now and return the first item

• Return shipping is your responsibility — we recommend tracked shipping

❌ Received the Wrong Item?

Damn — sorry about that (rare, but it happens).

• We'll email you a prepaid return label

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

⚠️ Faulty Items & Warranty Claims

Think your gear might be faulty? Here’s what to do:

1. Email us photos of the issue + your order number

2. We’ll get it sorted fast — either with a repair, exchange, or refund (based on assessment)

3. If needed, we’ll guide you through a manufacturer warranty claim

🛠️ All warranties must be assessed by the manufacturer or their representative. They may repair, replace, or credit the item at their discretion.

• 📄 A valid proof of purchase is required.
  🔁 Warranty claims usually take 7–10 business days to process.
• 🔒 We can’t refund or send out replacement gear until the original item is returned to us.

📬 Start a Return

Starting a return is easy:
👉 Click here to start your return or download the Returns Form

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

💡 Tips for Quick & Easy Returns

• Include your completed 📄 Returns Form

• Pack items securely in original packaging

• Use tracked shipping — just in case

🛡️ 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