RETURNS, REFUNDS & EXCHANGES POLICY
Sneaky’s Boardstore (Western Australia)

This policy explains (1) your rights under the Australian Consumer Law (ACL) and (2) our optional change-of-mind returns.

1. Consumer guarantees

Our goods and services come with consumer guarantees that cannot be excluded under the ACL. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Assessment
We may need to assess a product to determine the appropriate remedy. Some products may need to be sent to a manufacturer or repair agent for assessment.

Skateboarding use / wear and impacts
Skateboarding equipment is subject to high wear and impacts. Normal wear and tear, impact damage, misuse, incorrect setup/installation, unauthorised modifications, and water/heat damage may affect your entitlement to a remedy where they are the cause of the issue.

Proof of purchase & packaging
Proof of purchase is required. Original packaging is not required for ACL claims.

2. How to request a return (faulty/damaged/incorrect)

If your item is faulty, arrives damaged, or we sent the wrong item, contact us as soon as possible with:

• Your order number / tax invoice number (or other proof of purchase), and

• Photos/video where relevant (especially for transit damage).

For issues visible on arrival (transit damage, missing items/parts, wrong item supplied), please contact us within 7 days of delivery so we can investigate promptly. This request does not limit your ACL rights.

3. Return costs

• If we confirm the issue is covered under the ACL, we will reimburse reasonable return costs you have already paid (keep your postage/transport receipt), or provide an alternative return method where appropriate.

• For change-of-mind returns, you are responsible for return shipping costs and risk of loss in transit (use tracked shipping).

• If, after assessment, the issue is not a consumer guarantee failure (for example: change of mind, misuse, accidental damage after delivery, normal wear and tear, or incorrect installation), you may be responsible for return shipping and/or reasonable inspection/collection costs where permitted. If any costs may apply, we will provide a reasonable estimate before proceeding.

4. Change-of-mind returns (optional)

Change-of-mind returns are not required by law. We offer a limited change-of-mind option on the terms below.

Timeframe: Request must be lodged within 14 days of delivery (or collection).
Outcome: Store credit only (no cash refund) for the item price paid (excluding original shipping).
Condition: Items must be unused, unworn, uninstalled, and in new/resalable condition, with all tags/accessories, and returned in resalable packaging.

If the eligibility conditions are not met, we may decline the change-of-mind return.

If an item doesn’t fit or you ordered the wrong size of clothing, it may be treated as a change-of-mind return (subject to the above conditions).

5. Change-of-mind exclusions

Change-of-mind returns are not available for:

• Sale / clearance items

• Gift cards

• Customised items (e.g., gripped decks, custom-built completes, custom assemblies or other made-to-request configuration work)

• Special order items (items ordered in specifically at your request that we do not normally stock)

• Bulk / corporate orders

• Items that have been used, installed, worn, washed, or show signs of use

• Hygiene/safety-sensitive items where returned condition cannot be verified as new (where applicable)

If you believe your situation is exceptional, contact us and we’ll review it (this does not affect ACL rights).

6. Customised items & special orders

Customised items and special order items are not eligible for change-of-mind returns.

ACL consumer guarantees still apply if the goods or services fail to meet a consumer guarantee.

Special order deposits/cancellations:
If you cancel a special order after we have placed the supplier order, any deposit may be retained only to the extent of our reasonable costs and any supplier fees/restocking charges that we cannot recover.

7. Exchanges

We do not offer direct item-for-item exchanges (outside of exceptional circumstances). If a change-of-mind return is accepted, we issue store credit so you can place a new order.

8. Refund method (where a refund applies)

If a refund is provided, it will be returned to the original payment method used (or methods, if split payments were used), unless otherwise required by law or agreed with you.

If an order was paid wholly or partly by gift card/store credit, any refund (where applicable) may be returned via gift card/store credit/re-credit accordingly.

9. International orders

We primarily target Australian customers, but we may accept international orders. We generally do not accept change-of-mind returns for international orders. If we do approve one in writing, it will be store credit only, and you are responsible for all return shipping and any duties/taxes.

For faulty goods, contact us and we will work with you on an appropriate remedy; return requirements may vary depending on practicality.

10. Disputes

If you disagree with our assessment, reply with any additional information (for example, clearer photos/video or an independent assessment). We will review it and work with you to resolve the issue.