Returns

Christmas returns policy

For Christmas presents that were purchased in December we happily offer exchanges up to 14 days, past Christmas Day.

Need to return an item to us?

We will offer a refund (online or in-store) or exchange (in-store only) on an item for change of mind if:

• The item(s) has not been worn, altered and/or washed and is in a resalable condition
• The item(s) has not been damaged whilst in the customer's possession
• The customer has proof of the item(s) purchased online at BoardCollective
• The original tag is attached and the item(s) is in its original packaging
• If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used

Unfortunately, gift cards, surf and skate hardware, facemasks, swim bottoms and swim one piece purchases are not eligible for returns.

Purchases returned in-store or online must be returned within 14 days of purchase. Purchases returned to our online store must follow the returns procedure outlined below. 

Looking for more information?

Our online returns policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and therefore will refund any items that you are not completely happy with in accordance with the requirements detailed in our terms and conditions. Goods must be returned in saleable condition and be received by our head office within 14 days from the order date. 

The below items are exclusions from Returns (However, these items can be returned if deemed faulty):

• Swim bottoms, Swim One Pieces and Facemasks
• Surfboards, Skateboards and Surf and Skate Accessories and Travel Bags
• Discounted products / products purchased on sale

We accept online returns and exchanges in Saltwater Wine, Stormriders and Red Herring Surf stores across New South Wales and Tasmania.

How will I be refunded?

Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. Please note that relevant shipping charges will be incurred for the cost involved in returning items, except in the case that your item is faulty. 

What if my item is faulty?

Due to the nature of surfing and skating, these are deemed “extreme sports” and therefore, surf and skate equipment (boards and accessories) are not under warranty for breakage or wear and tear caused by general use. 

We pride ourselves in supplying the latest products from across the Surf and Board Sports Industry. All products are supplied from Australian Surf & Board Sports Industry distributors who carry Australian warranties as required by Australian law.

If a product is found to be defective under normal use and care during the warranty period, the product is likely to be repaired or replaced at the sole discretion of the supplier of the product (i.e. Billabong), not the store (online or in-store) that the item was purchased from. Manufacturing faults include:

• Stitching – loose, fraying or pulling
• Adhesive fault – excess glue
• Eyelets or buttons falling off
• Trim or component fault
• Faulty zippers

Get in touch with us via email at customercare@boardcollective.com.au within 2 days of receiving your order for a resolution. It’s fastest for our team if you’re able to email through your proof of purchase/tax invoice and photos of the fault with a good description of the issue.

I want to return my purchase to a Saltwater Wine, Stormriders or Red Herring Surf store. How do I do this?

We accept online returns and exchanges in any of our Saltwater Wine, Stormriders or Red Herring Surf stores across New South Wales and Tasmania. The item must be in a saleable condition, unworn with swing tags attached in its original packaging and returned within 14 days from the order date. Online returns and exchanges will only be accepted in-store upon presentation of your tax invoice (this is attached to your dispatch or collection notice). 

How do online returns work if I can’t make it to a store?

Create a return as soon as possible after delivery to ensure that your parcel is back to us within 14 days of ordering. Follow the following instructions in filling out the returns form:

1. Enter your order number and the email address used to place the order
2. Select the items you are returning and let us know why you are returning them
3. Submit the form and await an email with further instructions, including your return tracking number, and the attachment to print and stick on the top of the parcel
4. Lodge your return at an Australia Post outlet or in a red post box

If you choose to return your parcel to us in another way and the parcel becomes lost, we will not be liable.

Store purchased orders must be returned in-store only and cannot be returned to the online store.

How will I know that you’ve received my return?

Once we’ve received your return at our head office, you will be notified by email that the item(s) has been received and is to be assessed and processed.

Within 2-5 business days you will receive a second email once your refund has been processed.

How much do returns cost?

Once we receive your return, a $10 fee will be automatically deducted from your refund to cover the cost of shipping.

Can I exchange an item for a different size, colour or style?

We are unable to process or accommodate item exchanges through the online store at this time.  If you wish to exchange an item for a different size, style or colour, you can visit one of our Saltwater Wine, Stormriders or Red Herring Surf stores to do so, or otherwise, please follow the returns process and create a new and separate order.

If you have any other questions, email us at customercare@boardcollective.com.au and our team will be happy to help.