Returns and Exchanges
RETURNS POLICY
Welcome Board Store accepts returns within 30 days of the date you receive your order, in the same condition you received it. What we can offer depends on the reason for the return — see below.
Faulty or not as described: we cover it fully, including freight both ways. See Warranty Evaluations below.
Change of mind or wrong size: we offer an exchange or store credit. We do not offer refunds in these cases.
PLEASE NOTE: sale items are final. Sale and clearance stock is heavily discounted, so we cannot offer returns or exchanges on it. Please choose carefully. (This does not affect your rights if a sale item turns out to be faulty.)
DISCOUNTS: discount codes given to first time customers will not work on sale items.
Welcome Board Store Returns & Exchanges Policy
At Welcome Board Store, we are confident in the quality of our products and the expertise of our sales staff, who are here to help you choose the best gear. If you have any questions about products, please feel free to call or email us—we’re happy to provide guidance to ensure you make an informed decision. However, we understand that sometimes you may end up with the wrong size, and we want to make the process as easy as possible for you.
Important Note: As a local, independently owned store, we do not offer refunds for ‘change of mind’ or incorrect sizing. We’re happy to offer an exchange, or store credit valid for up to 3 years from the date of purchase, under the following conditions:
- Returns must be authorised within 30 days of purchase (or 30 days from delivery for online orders).
- Proof of purchase must be included.
- The item(s) must be returned in the same condition you received them, with the original packaging, box, and manufacturer tags (where applicable), and in resalable condition.
- It is the customer’s responsibility to ensure that returned items are properly packaged to avoid damage during transit.
At Welcome Board Store, we do not accept returns on laybys or items that have been specially ordered in. When you secure a product through either of these methods, we reserve or bring in stock specifically for you, which removes it from availability for other customers. Because of this commitment, all layby and order-in purchases are considered final.
Warranty Evaluations
If you believe your gear has a manufacturing defect, we’re happy to help with the warranty evaluation process. Please contact us on support@welcomeboardstore.com.au with photos of the issue, and we will walk you through the appropriate steps to handle your warranty claim. Learn more on our Warranty Page.
How to Make a Return or Exchange
Making a return or exchange is easy. Please follow the steps below to make the process quick and simple:
1. Fill out and print the Return Form. If you cannot print the form, a handwritten note with the required information will suffice.
2. Package your return carefully. The customer is responsible for ensuring the item is returned in the same condition it was received. If an item is damaged during shipping due to improper packaging, the customer will be responsible for the repair costs.
3. Protect the original box when returning an item. Please wrap it to avoid damage and do not attach shipping labels directly to the box, as this could result in a fee or reduced store credit value.
4. Attach the completed return form to the outside of the package.
5. Send the parcel to the address listed on the return form.
Who pays the postage
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Faulty or warranty items — we cover everything. No return fees, no restocking fees, no postage, in either direction.
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Change of mind or wrong size — sending it back to us is on you. Most small packages run around $15.
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Sending your exchange back out is normally on you too, around $15 again — unless you spend $50 or more on the exchange, and then we post it out free. That can be swapping for something dearer, or just adding anything else to the order. Once you’re $50 or more in, the postage back to you is on us.
- We will do our best to offer you the best shipping rates possible. If you’re planning to make additional purchases, we can arrange to bundle your exchange with your new order.
- The value of the exchange will be based on the current price of the item, not the original price you paid.
How to Return an Item (Courier)
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Contact us at support@welcomeboardstore.com.au and explain the reason for the return.
- If your return is approved, we will arrange a courier pickup at a time that works for you.
Let us know if you need further help processing your return by contacting us on support@welcomeboardstore.com.au
RETURNS TERMS & CONDITIONS
All items returned for exchange or store credit must be returned in the original condition with tags attached. Any packaged goods must be returned with the packaging in its original condition or WILL NOT be accepted. Boxed/Packaged Goods: Please note that if you are wanting to exchange or return boxed goods, they must be returned to us in the original unmarked box and in as new condition. When the boxed item is posted back, please ensure you pack the box inside a satchel, please do not stick anything directly on to the outside of the original box. Should the packaging be marked or in unsatisfactory condition the exchange or credit may not be accepted.
Please post your return to:
Welcome Board Store Returns
207 Mornington-Tyabb Road
Mornington VIC 3931