CLICK HERE TO DOWNLOAD RETURN FORM
We are confident in our products and our sales staff to make sure that you get the best help and the gear that is most suitable for your adventures.
We are a local, independently owned store and do not offer ‘change of mind’ refunds for returned items (this includes incorrect sizing), however we're happy to offer you a store credit or exchange subject to the following conditions:
- The item is returned within 30 days from the date of purchase (or date of delivery for online orders).
- Proof of purchase included
- The item/s must be returned in the condition you received it and with the original box and/or packaging in resalable condition, including manufacturer tags where applicable. It is the customers responsibility to ensure all returned items are delivered to Melbourne Snowboard Centre in their original condition.
- We cannot offer returns on any Facemasks, Neckwarmers, Socks or Chains due to hygiene and the nature of their use.
Store credits, lasting up to 3 years, will be issued for the amount paid at time of purchase for the particular item being returned. They are issued via email in which you'll receive a 13 digit code that you can use at checkout online or in store.
Unfortunately stock levels vary and we are not able to stock all products in all sizes, which may result in your desired exchange product or size not being available. In the event that your desired exchange product is not in stock, a store credit will be issued.
Should you not want a credit or exchange, in extenuating circumstances Melbourne Snowboard Centre may issue a refund minus a 20% restocking fee.
If your return is time sensitive, our regular returns policy applies and no refunds will be given if you purchase new items prior to returning original items.
HOW TO RETURN
Making a return is easy. Please follow the steps below to make the process quick and easy for everyone.
- Fill out & print the following form RETURN FORM. If you are unable to print the return form, a handwritten note with all requested information will suffice. Please note, online purchases can be returned in store at 392 Plenty Rd, Preston, with proof of purchase.
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Take the time to carefully package your returns.
It is the responsibility of the customer to pay costs related to the repair of returned items damaged in shipping due to improper packaging, or the return may be rejected. -
If returning a product in its box, please wrap the box to protect it prior to taping and avoid attaching shipping labels directly to the box.
Failure to do so may incur a fee or a reduced value in your store credit. -
Send parcel to the address labelled on the return form.
Ensure the return form is included inside the parcel. - Once we receive the item via post we will process the store credit to your email. With the store credit, you can repurchase the correct size/item or alternative product of your choosing.
Please note:
- Exchange requests are not held. If your exchange request is not available our team will issue you with a store credit.
- Customers are responsible for all return postage costs.
- We'll endeavour to have your store credit processed and emailed to you, within 24 hours of receiving your product back in store
- If you have received an incorrect or faulty product please contact us so we can rectify the issue asap.
- Store credits can not be returned and are not redeemable for cash
- Parcels lost in transit to Melbourne Snowboard Centre are the responsibility of the customer, please keep note of your parcels tracking number
- If exchanging an order and the order value is over $100, Melbourne Snowboard Centre will ship the exchanged item to you at no extra cost. Any additional exchanges will incur a shipping fee of $10, and additional returns will incur a reduction of $10 in your store credit.
- No returns on clearance items.
How Your Return Should Be Packed
We require all items be returned in their original, sellable condition. All returns must meet the below criteria:
- Unworn/unused and in their original condition
- All tags attached
- Returned in their box with all packaging (if boxed)
- Returned with box and packaging intact and unmarked
- No tape, labels, stickers etc. stuck onto the box or product.
When returning, please ensure you take care to protect the item and its original packaging. Damaged packaging or damaged products may result in a reduction in your credit, or a refusal of your return. Refused returns incur a minimum $10 return shipping fee (more for bulky items).
An example of how your boxed return should be packed:
An example of how your boxed return should NOT be packed:
Faulty or Damaged Products
If you have received a faulty product or you feel the product you have been using is eligible for a warranty evaluation by the manufacturer due to defect in its materials or workmanship, contact us and we can walk you through the appropriate steps to lodge a warranty claim. Please include photos of the item and issue so we can expedite the process. Find out more on our warranty page.
If you have received a damaged product (eg. damaged in transit), please send photos and a description of the damage within 7 days of receipt to web@melbournesnowboard.com.au, along with your order number and contact details. Damaged product claims do not apply after the item has been used.
Returning a Snowboard Package
Our packages are discounted to help you get on snow at a reasonable price. Due to this, if you get the wrong size we are happy to offer an exchange in size of the same product, but we do not accept returns for individual package items. If you would like to return one or more items in a package but not all items, you must return the entire package and re-purchase the remaining item at its advertised price.
If you've bought a package online and would like to return one or more items but not all items, please email web@melbournesnowboard.com.au prior to return.