At STM, we’re committed to ensuring you’re stoked with every purchase. Whether you’re gearing up for the beach, street, or park, we want your experience to be seamless. If something isn’t quite right with your order, our returns and exchanges process is designed to be straightforward, transparent, and fast—just like our checkout.

Key Policy Points

  • Return Window: 15 days from the delivery date
  • Condition: Items must be unused, in original packaging with tags attached
  • Process Time: 5-7 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Return shipping is customer’s responsibility unless we made an error

The Return & Exchange Process

Follow these steps to initiate a return or exchange. We’ve kept it simple—no more complicated than choosing your next deck.

1 Check Eligibility

Ensure your item meets our return criteria:

  • Within 15 days of delivery date
  • Unused, unworn, and in original condition
  • Original packaging and tags included
  • Proof of purchase (order number or email confirmation)

⚠️ Non-Returnable Items

Based on our product range and commitment to safety/hygiene, the following cannot be returned or exchanged unless defective:

  • Bearings: For safety and performance reasons, once packaging is opened
  • Beanies & Hats: Due to personal hygiene considerations
  • Swimwear & Boardshorts: If the hygiene seal is broken
  • Customized or personalized items
  • Items marked as “Final Sale” or “Clearance”

Defective items are always covered—see below for details.

2 Contact Our Crew

Email us at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you want an exchange or refund

We’ll respond within 24 hours with a Return Authorization (RMA) number and instructions.

3 Package Your Item

Securely pack the item in its original packaging, include all tags and accessories. Place the RMA number clearly on the outside of the package. We recommend using a trackable shipping service.

4 Ship to Our Warehouse

Send your return to:

STM Online Shop – Returns 87 McKillop Street MOUNT COLE CREEK, AU 3377 Australia

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item, defective product, etc.).

5 Processing & Refund

Once received at our Mount Cole Creek warehouse, we’ll inspect your item within 3-5 business days. You’ll receive an email notification once processed.

  • Refunds: Issued to your original payment method within 5-7 business days after approval
  • Exchanges: Shipped via your preferred method (standard or free shipping) once processed
  • Store Credit: Available upon request, issued immediately via email voucher

International refunds may take additional 3-5 business days to appear on your statement, depending on your bank/payment provider.

Defective or Incorrect Items

If you receive a defective item or wrong product, we’ll make it right—fast. Contact us immediately at [email protected] with photos of the issue. We’ll cover all return shipping costs and expedite your replacement. Your satisfaction is our priority, and we’ll handle it with the same precision as setting up a new complete.

Return Request Template

Copy and paste this template into an email to [email protected] to get started:

Subject: Return Request – Order #[Your Order Number] Hi STM Crew, I’d like to request a return/exchange for my recent order. Order Number: [Insert your order number] Item(s) for return: [Product name, size, color] Reason for return: [e.g., wrong size, changed mind, defective] Preferred resolution: [Refund / Exchange for (specific product) / Store credit] I confirm the item is unused, in original packaging with tags attached. My shipping address for exchanges: [Your full address] Let me know the next steps and if you need any additional information. Thanks, [Your Name]

International Returns

As a global shop shipping worldwide (except some Asian and remote regions), we accept international returns. Please note:

  • Return shipping costs and any import duties are the customer’s responsibility
  • Mark the package as “Returned Goods” to avoid additional customs charges
  • Refunds will be issued in AUD; currency conversion differences may occur
  • Processing times may be slightly longer for international returns

Need Help?

Our crew is here to help you get back to adventure quickly. Reach out anytime:

Email: [email protected] (for returns) or [email protected] (general inquiries)

Subject Line: Please include “Return” and your order number for faster service

Response Time: We aim to reply within 24 hours during business hours (AEST)

Warehouse Address: 87 McKillop Street, MOUNT COLE CREEK, AU 3377, Australia

We believe returns should be as hassle-free as our checkout. Get back to what matters—your next adventure.

More than a store — your partner in adventure.

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