14 Day Return Policy
Need to exchange and item or get another size? Twelve Board Store has a 14 day return policy. Please choose carefully as we do not refund if you change your mind. 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 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 a size or have a warranty claim that needs to be assessed 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 our shipping Team will organize a return label for you. 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 firstname.lastname@example.org 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. For items being returned for a refund there is a 5% or $30 restocking fee ($30 for larger items) to cater for original shipping costs. If you need help please give us a call or email email@example.com
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 firstname.lastname@example.org or call 03 9421 2293. To help us out please include your name and order number. If your item appears to be faulty, please also include photos of the fault so it can be investigated.
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.
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. 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.
Pre-Order's & LayBy
Pre-Orders are a way for you to guarantee that you reserve a product in advance of it arriving instore. LayBy we take a product and reserve it for under good faith you will buy it. These options are 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. There are no refunds of deposits on LayBy's an any cancellation's of a pre-order over $600 will incur a $50 cancellation fee.
Does Twelve Board Store price match? It's a question we get all the time is do you price match? Of course we do. We always do our best to make sure we have the best products for you but the best price as well. We will match almost any price, from any Australia retailer. The product must be the exact same as far as model, manufacturing year, size, color and you must provide proof of quoted price and/or a website screen shot. Some conditions apply and may not apply to all products.
At the end of the day we want you to buy your stuff from us and as a retailer our job is to make sure you get not only the perfect product for what your doing but the best deal. Price is the easy part, let's get a new board!