Returning Items

Twelve Board Store places the absolute highest priority on customer service.  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 Priority or 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.Y ou will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, such as registered post, which requires a signature upon delivery.  Products must be returned in their original condition including tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns.  

An RA number (Return Authorization number) MUST be obtained before returning any item.  To obtain your RA number please email info@twelveboardstore.com.au with the following details:  

Full name
Delivery address
Contact number
Item you are wishing to return and why

Easy Steps To Return Something 

Are you eligible to return your item?  Unfortunately, any item returned without original tags, original packaging, has been worn, damaged or tarnished won't be accepted.   Please use the following 3 simple steps to return an item:

Step 1:

Obtain a Return Authorization (RA) number. You may obtain this "RA" number from our customer service representatives via email at info@twelveboardstore.com.au   (You must obtain an "RA" number before shipping your item, any returned goods without an RA number may not be accepted and any refund or exchange may be forgone.)

Step 2:

Package your goods. Be sure to package your goods properly. Any good returned that is not in its original condition will not be accepted. Please write your name, your order number and the "RA" number on the outside of your package. This will ensure correct and quick processing time. Please note: It is the customer's responsibility to make sure the package is posted correctly. Twelve Board Store is not responsible for any goods that are lost, damaged or stolen while in transit back to us.  We recommend sending goods via a carrier that requires a signature upon delivery like registered post.

Step 3:

Ship your item(s) to us.  It's easy.  Just follow the instructions on either the email or text you received from us.  Just a few clicks and it is done.  If the item is being returned due to our error, you will be refunded for the original shipping charges incurred once we have received the returned goods and the item is inspected and approved for resale.

Send your returns to:

Twelve Board Store
435A Bridge Road
Richmond, Vic
3121

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.