Warranty Info

In the event a item appears to be faulty please return item as per below policy and steps.  All warranty claims will be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.  Products must be returned with original proof of purchase or a warranty claim cannot be processed.  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.

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 any 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. You must pay for the shipping cost to return the item(s). 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, 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 without receiving the incorrect item back in the store first.