Refund policy

Refund & Returns Policy

Australia & New Zealand Returns

We offer a 14-day return window from the date your order is marked as delivered.

To be eligible for a return:

  • Items must be unworn, unused and unwashed, with original tags attached.

  • Items must be returned in their original packaging.

  • A valid receipt or proof of purchase is required.

We reserve the right to refuse returns that do not meet these conditions.

Returns must be requested and approved before being sent back to Tweedie Boards. Items sent without prior approval may not be accepted.

Restocking & Cost-Recovery Deduction

Approved change-of-mind returns from Australia and New Zealand are subject to a 2.5% restocking and cost-recovery deduction from the product purchase price.

This deduction helps recover a portion of the costs incurred by Tweedie Boards in processing, handling, inspecting and restocking returned orders. It is not intended to generate profit from returns.

As a small independent business, processing a returned order creates additional operational and administrative costs. The 2.5% deduction helps us recover a portion of these costs while continuing to offer customers a 14-day change-of-mind return option.

Customers remain responsible for their return shipping costs, and any original shipping charges paid by the customer are non-refundable for change-of-mind returns.

The 2.5% deduction applies to change-of-mind returns only. It does not apply where a customer is entitled to a remedy under the Australian Consumer Law, New Zealand Consumer Guarantees Act, or other applicable consumer protection legislation.

How to Start a Return

Request Approval

Email sales@tweedieboards.com.au with your order number to request a return.

Return Shipping

Once approved, you will receive return instructions.

Customers are responsible for return shipping costs for change-of-mind returns.

Prepare Your Parcel

  • Place your order number inside the parcel.

  • Write your order number clearly on the outside.

  • Ensure items are securely packaged, preferably using the original packaging.

Return Address

Ryder Tweedie
Tweedie Boards
Shop 1/44 Great Ocean Rd
Aireys Inlet VIC 3231
Australia

We are not responsible for returns lost in transit. We strongly recommend using a tracked shipping service and retaining your tracking information until your return has been processed.

Refunds — Australia & New Zealand

Once your return is received and inspected, you will be notified of the outcome.

If your change-of-mind return is approved:

  • The eligible product value will be refunded, less the 2.5% restocking and cost-recovery deduction.

  • Original shipping costs paid by the customer are non-refundable.

  • Return shipping costs are non-refundable.

  • Refunds are issued to the original payment method, generally within 2–3 business days after approval.

The 2.5% deduction does not apply to remedies for faulty, defective, damaged or incorrectly supplied products where the customer is entitled to a remedy under applicable consumer law.

Please note that your bank or payment provider may take additional time to process and display the refund.

If more than 7 business days have passed since we approved your refund and you have not received it, please contact us.

Unclaimed Shipments / Returned to Sender

If a shipment is unclaimed, refused, incorrectly addressed by the customer, or not collected and is subsequently returned to Tweedie Boards by the carrier:

  • The eligible product value will be refunded once the parcel is received and inspected.

  • Original shipping costs are non-refundable.

  • Any reasonable return-to-sender fees or carrier charges incurred by Tweedie Boards may be deducted from the refund.

  • Where applicable, reasonable handling or restocking costs may also be deducted.

It is the customer's responsibility to ensure:

  • The shipping address supplied is correct.

  • The parcel is collected within the carrier's specified timeframe.

  • Relevant carrier notifications are responded to.

We are not responsible for unclaimed deliveries resulting from incorrect address details supplied by the customer, failure to collect a parcel, or failure to respond to the carrier.

International Returns

We accept eligible international change-of-mind returns under the following conditions:

  • Items must be unworn, unused and unwashed, with original tags attached.

  • Items must be returned in their original packaging.

  • Proof of purchase is required.

  • Customers are responsible for all return shipping costs.

Approved international change-of-mind returns may be subject to a reasonable restocking and cost recovery deduction.

This deduction is intended to help recover costs associated with international freight, fulfilment, handling, payment processing and restocking. It is not intended to generate profit from returns.

Original shipping costs are non-refundable for change-of-mind returns.

Any return-to-sender carrier charges incurred may also be deducted from the refund where applicable.

European Union — 14-Day Cooling-Off Period

If your order is delivered to a European Union country, you may have a statutory right to withdraw from your purchase within 14 days of receiving the goods, subject to applicable EU and local consumer laws.

Please contact us within the applicable withdrawal period if you wish to exercise this right.

Products should be returned in a condition consistent with the requirements of applicable consumer law.

Any deductions, return shipping obligations and refunds—including treatment of standard outbound delivery charges—will be handled in accordance with applicable EU and local consumer law.

Nothing in this policy is intended to restrict any mandatory consumer rights available in the country where your order was delivered.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If you believe your item is defective, damaged, or you have received the incorrect item, please contact sales@tweedieboards.com.au as soon as possible and provide:

  • Your order number.

  • Clear photos showing the issue.

  • A brief description of the problem.

We will assess the issue and provide an appropriate resolution in accordance with applicable consumer law.

Where you are entitled to a remedy under the Australian Consumer Law or other applicable consumer legislation, no change-of-mind restocking deduction will be applied to that remedy.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Non-Returnable Items

For change-of-mind returns, the following items are generally not eligible for return:

  • Custom or personalised products.

  • Items marked as final sale, where permitted by law.

  • Gift cards.

These exclusions do not override any rights you may have in relation to faulty, defective, incorrectly described or otherwise non-compliant products under applicable consumer law.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size, colour or item:

  1. Submit a return request for the original item.

  2. Once approved, place a new order separately for the replacement item.

This ensures inventory is securely allocated and helps us process returns and new orders more efficiently.

Any applicable change-of-mind return conditions, including the restocking and shipping cost recovery deduction, will still apply to the returned order.

Tweedie Boards

For return enquiries, please contact:
sales@tweedieboards.com.au

This policy does not exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or other applicable consumer protection laws.