Returns and Exchanges

RETURNS POLICY

Welcome Wake & Snow offers free returns subject to circumstance. Free returns are granted if you receive an item that is faulty, or is not as described. We do not cover return fees if you change your mind or order incorrectly. We only accept returns to us within 14 days of date of receiving, in the condition that you received it and we will happily exchange it or issue a refund. *Conditions Apply.

PLEASE NOTE: Sale items are offered at significantly discounted prices so please choose carefully as we WILL NOT offer exchanges or returns on sale items.

DISCOUNTS : DISCOUNT CODES GIVEN TO FIRST TIME CUSTOMERS WILL NOT WORK ON SALE ITEMS. 

RETURNS PROCESS

Welcome Boardstore Returns & Exchanges Policy

At Welcome Boardstore, 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. However, we’re happy to offer store credit, which is valid for up to 3 years from the date of purchase under the following conditions:

  • Returns must be authorised within 14 days of purchase (or 14 days from the 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.

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

Return Form

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.

Shipping and Costs for Exchanges

  • Return Shipping: Customers are responsible for the shipping costs for both the return and the exchange, unless otherwise stated.
  • 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.
  • Free Return Shipping: If you spend an additional $50 on your new order, we will ship your exchange free of charge.
  • 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)

  • 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 refund or exchange 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 refund may not be accepted.

* Free returns: we do not charge any return or restocking fees, or shipping fees on faulty and warranty items. Return shipping charges apply for items that do not fit or were incorrectly ordered.