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 the form below.
Returns
Most items can be returned if:
- Full-price items: It’s within 14 days for a refund (restocking fee applies) or 30 days for an exchange or Twelve Gift Card
- Sale items: 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, for both Australian and international orders. International customers are also responsible for any duties or taxes on the return.
Sale Items
Bought something at a marked-down sale price and it’s not quite right? Sale items can be returned within 30 days for:
Exchange
Swap it for another size or eligible product, subject to availability. The customer is responsible for any extra postage on sale exchanges. Collect in-store for free.
Twelve Gift Card
Receive the full eligible return value on a Twelve Board Store Gift Card to use online or in-store.
Change-of-mind refunds aren’t available on sale items. Orders using a promo code on full-price gear follow the full-price rules.
Restocking Fee
Change-of-mind refunds on full-price items incur a restocking fee:
- $10: Small items such as bearings, accessories and apparel
- $30: Medium items such as boots, bindings and outerwear
- $50: Large items such as snowboards, skateboards and longboards
- 10% of the item price: Electric rideables and oversize packages
There is no fee for exchanges or Twelve Gift Cards. Fees never apply to faulty items.
We Can’t Accept Change-of-Mind Returns On
- Any item not returned in its original packaging with all tags intact
- Any item that has been used, for any period of time, including test rides and trying on outside
- Face masks, socks or undergarments, for hygiene reasons
- Waxed snowboards
- Snowboards that have had bindings mounted
- Gripped skateboards
What counts as change of mind
Change of mind includes ordering the wrong size, the item not fitting as expected, or simply not wanting the item anymore. Ordering the wrong size is not a fault and is treated as change of mind. If we sent you a different size from the one you ordered, that’s an incorrect item; see Incorrect Items below.
Starting a return is easy:
- Download and complete the Returns Form
- Pack the item securely in its original packaging and include the completed form
- 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, less any applicable restocking fee.
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