RETURNS

We strive to make your online shopping experience a smooth one. If you are unhappy with your purchase for any reason, we will gladly accept exchanges or returns of unworn/unused product returned within 14 days of the order date.

* For purchases made in December we are happy to extend the returns window to 30 days.

 

WHAT IS THE PROCESS FOR RETURNS AND EXCHANGES?

For orders delivered within Australia, we will accept returns and exchanges for change of mind on products purchased online within 14 days from date of receipt or at any time if products are faulty. 

Please return item as per below:

1. Click DOWNLOAD and Complete the returns form 

2. Re-pack your items in it's original undamaged packaging and include all swing tags (exactly as received). 
*If the product is missing or damaged packaging, we will charge a processing fee of 15%.

3. Please send back to the following address: 

BOARDERS SKATE SNOW RETURNS
646 Pittwater Road,
Brookvale, 2100 NSW

 

CAN I GET A FULL REFUND ON RETURNED ITEMS?

We strive to make your online shopping experience a smooth one. If you are unhappy with your purchase for any reason, we will gladly accept exchanges or returns of unworn/unused product returned to our web store within 14 days of the order date.

If you would like to return goods for a full refund then please ensure:

  • The product was bought at full price
  • The product is not worn or unused
  • The product is returned in it's original packaging, exactly as you received it.
  • To fill out the Returns Form included in your parcel with your order number (you will find it on the Invoice of your order confirmation).

Note: Items purchased on Sale 
Sale items are eligible for an exchange or credit note, but we do not offer refunds for change of mind or fitting issues for these items. However, items that are deemed faulty are eligible for a refund if they are purchased at a discounted price. 
This includes items purchased during Sale periods for example:

  • Black Friday-Cyber Monday Sale
  • Boxing Day Sale
  • Afterpay Sale
  • Flash Sales
  • Sale Page on website

Please ensure that products are packed exactly as you received them. All items that are not received as per sent, damaged and/or missing packaging, will be charged a processing fee of 15%.

We recommend sending return parcels via registered post as Boarders Skate Snow is not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Boarders Skate Snow will not be held accountable for any losses.

 

EXCHANGING SIZE

If you need to exchange your purchase for another size please state your request on the returns form (DOWNLOAD). Once we receive please allow up to 3 business days for your order to be processed and a further 2 - 3 business days for delivery. If you have any other queries please contact our Customer Service team via email at boardersonline@outlook.com or by phoning on (02) 9939 2400 between 9am and 5pm AEST Monday to Friday.

Customers are responsible for the return shipping and handling charges back to Boarders Skate Snow for any exchanges of size.
However, we will pay for all standard postage on any exchange postage back to the customer.
Items that need to be sent via courier will be at the customers expense.

* Exchanges are valid within Australia only. 

 

WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?

We take the utmost care in ensuring our goods are of high quality. However, if for any reason you find that a products are faulty, damaged or unsatisfactory, or you did not receive what you ordered, we will resolve any issues to satisfy our customers.

Returns will be accepted for products purchased from our website if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making a return claim. 

Web store purchases claimed as faulty will need to undertake an official assessment by our Customer Service Team. Please contact us at boardersonline@outlook.com if you believe you have received a faulty product or received the incorrect product so we can begin the assessment process.

 

WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM BOUGHT FROM THE WEBSITE THAT IS FAULTY OR INCORRECTLY DELIVERED?

Boarders Skate Snow provides three return options for faulty or incorrectly delivered products, and to Australian customers.

These are:

  • Replacement
  • Credit note
  • Full refund to your account

 

WHO PAYS FOR SHIPPING RETURNS?

Faulty Product:

Customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. You must resubmit your account details for the refund to be processed.

Return for refund:

Customer pays the cost of return charges to Boarders Skate Snow.

Exchanges - Size Changes or change of mind:

Customer pays the cost of return charges to Boarders Skate Snow; however, we will pay for all standard postage on any exchange postage back to the customer.
Items that need to be sent via courier will be at the customers expense.

It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Boarders Skate Snow Returns. 

 

HOW LONG WILL IT TAKE TO GET A REFUND?

Once your goods have been received by us please allow up to 5 business days for your refund to be processed back to your account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund. 

 

WHO GETS THE REFUND IF I RETURN A GIFT?

The refund on a correctly returned item that was given as a gift will be credited to the original purchaser’s account or credit card used to purchase the gift.

 

OVERSEAS ORDERS

For products delivered to addresses outside Australia, we do not currently accept returns.

Overseas orders delivered outside of Australia where the product may be faulty or we have not delivered what you ordered, please contact our Customer Service team via email at boardersonline@outlook.com where you will be advised of the return process. 

 

HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?

The Customer Service team operates on Monday to Friday 
(excluding public holidays in Sydney, Australia) from 9am until 5pm Australian Eastern Standard/Daylight Savings Time.

The contact phone number for our team is (02) 9939 2400 or you can also contact us via email at boardersonline@outlook.com

 

IN STORE RETURNS AND EXCHANGES

We will accept returns and exchanges for change of mind on products purchased in store or online within 14 days from date of receipt or at any time if products are faulty. 

* For purchases made in December we are happy to extend the returns window to 30 days.

If you would like to return or exchange goods for an exchange, a full refund or Store Credit then please ensure:

  • Prove Proof of Purchase, which may include the receipt, the online invoice, credit card statement or other payment statement.
  • The product is not worn or unused
  • The product is returned in it's original packaging, exactly as you bought or received it.