Returning Items

Twelve Board Store places the absolute highest priority on speedy customer service and getting you the perfect gear.  If you have not received the correct item or the item is defective, return the item in its original condition including all original tags clean, unworn within 10 days. 

Choose your purchase carefully as we do not refund if you have a change of mind.  There are no refunds on Express Post charges sorry.

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.

Easy Steps To Return Something  

Returning things are really easy.  Just contact us either via phone or email and let us know what the product is, why you need to return and we can take it from their.

Simply safely box or package the item with tags intact and unused.  If the item is faulty, damaged or you received something that is incorrect somehow we will issue a free return label for you.

Send your returns to:

Twelve Board Store
435A Bridge Road
Richmond, Vic
3121

Please include

Full Name
Mobile & Email Contact
Brief note detailing reason for return
Copy of receipt

If you ordered the wrong size by mistake you will need to get it back to us either by Australia Post or for bigger items our service team can help organize a courier to get it picked up.

Exchanges

We will exchange an item if it was shipped in error or for a different size.  Keep in mind that if the size you need is not available you will receive a credit note or option to choose another item.  Sale items cannot be exchanged so please choose carefully. If the item was shipped in error, 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.

Pre-Order Cancellation's

Pre-Orders are a way for you to guarantee that you reserve a product in advance of it arriving instore.  This is important for hard to get items or fast moving items.  By pre-ordering a product we reserve that product for you and do not sell it to anyone else.  Cancellation's of any pre-order over $650 will incur a $50 cancellation fee.