Returns & Warranty

Return Policy 

We have a hassle free return policy and it is really easy to exchange or get a return organised.  Before returning anything please download the return form below and follow the easy instructions whether you are posting your item back or dropping it back to us instore.  You can return your purchase...

  1. As long as the return is processed within 30 days of purchase for an exchange or 14 days for a refund
  2. Items must be unworn and unused and in a saleable condition. with the original tags still attached;  We reserve right to refuse item's returned not meeting this requirement.
  3. Items must be returned in the original packaging, which must be in the original condition, including sealed boxes, boot and binding boxes;  We reserve right to refuse item's returned not meeting this requirement
  4. We cannot accept returns on facemask's or socks  
  5. Return's on sale items for a refund may incur a restocking fee of $15 or 10% of purchase (max $40 depending on item size)

 

 

Once the return is received and processed we can....

  1. We will refund the price of the product returned via your original payment method (full-priced items only);
  2. Provide you with a store credit you can use instore or online.
  3. Exchange the product for another size or item, subject to availability.

We cannot refund any delivery fees that you have paid at purchase, nor the cost of return postage or any packaging you provide to send the items back to us.

Help I received the wrong item

If you have received the wrong item, (so sorry this really never happens) our shipping Team will organize a paid return label for you so we can get this sorted as fast as possible and the correct item in your hand. 

Exchanges

If you need to exchange a size make sure you contact us so we can organize the right size.  Sometimes its faster to re-purchase the size you need and return the incorect item.  It's up to you to get the item back to us, we recommend getting tracking for your return.  We cannot process a refund or exchanges until the goods have arrived at our head office.  Download our returns form and just follow the easy instructions.

If you have any questions or concerns regarding your order or our return policy, send us an email at info@twelveboardstore.com.au or call  03 9421 2293 and speak to a customer service rep and we will answer any question.

Faulty or Incorrect Items 

In the rare case you have received the wrong item or if your item is faulty, please contact our customer service team at info@twelveboardstore.com.au or call  03 9421 2293.  To help us out please have your name and order number.  If your item appears to be faulty, please email us some photos of the fault to help us get you looked after as quickly as possible. 

Exchanging Items

We will exchange an item if it was shipped in error or for a different size no problem.  Sale items cannot be exchanged or refunded so please choose carefully.

If the item was shipped incorrectly, we will cover all shipping costs of course, however, if you have made an error you will be responsible for getting the item back to us and covering the cost of shipping the new item.  

Also keep in mind that under no circumstance can Twelve Board Store ship a new item or refund without receiving the incorrect item back in the store first.

Warranty Claims

In the event a item appears to be faulty please return item as per above policy.  All warranty claims and repairs must only be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion excluding any shipping fee's.  A valid proof of purchase will be required for any all warranty claims. 

Warranties Must Be Processed An Authorized Dealer With Valid Proof Of Purchase

Twelve Board Store will always try to have as quick a turn around as possible however please allow at least 7 to 10 days for a warranty claim to be processed.