Return Policy 

We have a 30 day 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.  All returned items must come back with original tags and original packaging unused & completely intact.  Any item received that does not meet these requirements will not be accepted sorry.  There are no refunds on SALE items but we can exchange or offer a credit for you.  

If products have been used, worn (other than trying them on for size), altered, for example if snowboard boots have been heat molded, they cannot be returned, exchanged or refunded.

 

 

If you have received the wrong item, need to exchange please return items within 14 days of purchase date with a copy of your proof of purchase and this returns form.   

If we have sent the incorrect 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. 

If you are exchanging a size it is up to you to get the item back to us.  We recommend getting tracking for your return.  

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.

Cost of Returns 

You are responsible for the cost of returning the goods intended for a refund or exchange. We suggest that you send your goods using a tracked method of postage to ensure the goods reach us safely. 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 need help please give us a call or email info@twelveboardstore.com.au 

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 will be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion excluding any shipping fee's.  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.