SmoothStar FAQ

The 5 year warranty is based on the strength of the whole aluminium construction. Through extensive testing and engineering iterations the truck is extremely strong but fully functional. The product testing and durability covers all surfing manoeuvres performed on the boards.

The 5 year warranty excludes:

• Breakage from being hit or run over
• Loosening the Thruster nut
• Tightening the spring so it is completely compressed to function like a normal skateboard truck
• Exposure to the weather which could cause rust
• Wilful and malicious damage
• Normal wear and tear
• Modifications to the board
• Any board which has been purchased second hand
• Improper storage or use in wet conditions
• Breakage to the deck, including snaps, cracks and delaminatitns
• Improper assembly, adjustments, tampering or repairs
• Improper installation of accessories
• Improper alterations or maintenance
• Abuse or neglect of the product
• Intentional and deliberate attempts of breakage
• Standard maintenance issues such as corrosion/dirt buildup and lubrication.

Normal wear and tear, including but not limited to:

• Tail and nose wear from dragging the nose and tail on the ground
• Boards snapped by careless use
• Minor pressure cracks
• Edge chipping from ground, curbs or walls
• Wear from repetitive ground or obstacle contact
• Warping from exposure to heat, rain, snow or immersion in water
• Decks exposed to excessive moisture, i.e. decks ridden in the rain, mud, puddles, or snow
• Improper assembly of accessories or decks that have been modified including re-drilling of truck holes or re-shaped
• Decks run over by any motorised or un-motorised vehicle

Please note that all skateboards are liable to break through normal use and abuse. This is true of any gear used for extreme sports due to the strong forces placed on equipment. We do not replace broken decks or decks with pressure cracks. Most board snaps and cracks occur when one or both feet are positioned in the wrong spot while doing 'tricks"and not as a result of a manufacturing fault.

We do not cover damage or defects caused by transport, loading, unloading, dropping, out of water handling or similar and they have 3 days to report once the item arrive if not claim will be deem unacceptable

Squeaking coming from the Thruster mechanism is common and can be solved easily in a few seconds. The squeaking is not dangerous or damaging to your SmoothStar so there is no need to be worried!

Unfortunately, we cannot provide this oil with purchase due to the long distance it must travel to get to customers. Imagine if oil was everywhere inside the box!

To fix this problem, tip the board on its side and apply a little lubricant on the front and end of the spring inside the Thruster. Please use machine oil or sewing machine oil which is readily available in hardware stores. Don't use WD-40 as it is too light to lubricate this part effectively.

We provide a spare rubber pivot cup for the back truck with every purchase of a complete SmoothStar. Just like the rubber on the wheels of a car wearing down over time, the pivot cup on the back truck will receive the most wear over time. This is due to the additional pivoting force exerted on the back truck.

Bushings, wheels and the pivot cup on the back truck are all components that can wear out over time. You can easily replace these at home. All spare parts can be purchased direct from the SmoothStar website.

Before Brexit 1/1/2021 SmoothStar Europe would sell boards to many UK customers which included VAT. Since 1/1/2021, all SmoothStar products exclude VAT for UK customers which means our customers in the UK will need to pay the VAT when they import the products. SmoothStar Europe is not liable for any UK import taxes or duties. 

As of 1/7/2021, SmoothStar Europe will not reimburse any customers that wish to return their products. All SmoothStar products that sent to the UK originate from France so the invoices clearly state there is NO VAT for UK customers. 

This is unfortunate but consumers should know prior to purchasing that products quoted in €Euros are sent from the EU without VAT. SmoothStar Europe has helped UK customers by heavily subsidised the shipping costs . The real shipping and handling costs are approximately €30 from France to the UK. If you have further questions regarding the amount of VAT on import,  we recommend you read this UK government website.  You can also send an email to SmoothStar customer support. 

To make it faster and easier, SmoothStar International will be opening a new distribution for UK customers. There is currently no ETA.

SmoothStar’s reputation is built on high quality and performance products that we stand behind with full confidence. Since the company's inception in 2004, we receive very few warranty claims compared to the volume of products manufactured. Since 2018, we receive less than 20 20 genuine warranty claims worldwide per year. This excludes any 3rd party damages such as logistic companies damaging the products during transport.

Should you experience a defect or lack of compliance in a SmoothStar product, it may be covered under the SmoothStar Warranty however we encourage you to review the below details on what is and what is not covered, before submitting a warranty claim.

• Download the SmoothStar app on Apple App Store or Google Play
• Register your purchase
• Watch the maintenance SmoothStar videos

General wear and tear from use:

• Dents and scratches to the deck, trucks, or wheels
• Worn grip tape & air bubbles
• Wheels that have worn down from use
• The rubber on trucks

Damage from direct impact:

• SmoothStar is a surf trainer not a trick skateboard. It is not designed for direct impact to rails, concrete, curbs, walls, ramps or any other structure. If you regularly ride skate bowls and want to protect your SmoothStar deck, you can purchase nose or tail deck protectors. However, please be aware that any damage caused by these protectors to the board is not covered under the warranty. This is because the protectors can cause the paint to come off or leave marks on the board.
• Any delimitation or splitting of the wood layers or glue.

Damage to the Thruster from: Tampering with or turning the nut on the Thruster instantly voids the SmoothStar warranty. If you have adjusted this nut and you are seeing subsequent damage, you have three options:

• Attempt to fix the Thruster mechanism yourself. See below maintenance video for details. Additional parts are available for individual purchase if needed.
• Purchase a new Thruster - This option is only available for existing customers. Please contact SmoothStar at support@SmoothStar.com
• Send the Thruster to SmoothStar (recommended) for Thruster reconditioning via 5x service centres in Europe (UK, France, Poland, Germany and Spain). A SmoothStar support agent will provide the service centre address for the respective region after purchase.
• Send the Thruster to SmoothStar for Thruster reconditioning via the European Service centre.

Tightening the spring in the Thruster too tight. The SmoothStar Thruster is designed to be loose and not tight and stiff like a skateboard truck. It is not recommended to tighten the spring too tight. This will create too much strain on the internal tension arm which can cause cracks and damage which will not be covered under warranty.

A consumer has the right to return the item within a 14 day period known as the cooling off period. The condition of the return is subject to the following:

1. The product must be not ridden and/or used. It needs to be 'as new' with all remaining tickets and addition accessories still attached. 
2. It must be returned in the original packaging including padding at either end of the box.
3. The consumer takes responsibility of the return shipping costs + any possible damage during transit. 

Only until these items above have been certified, the customer is provided a refund of the product purchased. The refund is subject to deductions including:

• Original shipping costs per your order. Cost varies upon country and ranges from €5 t- €30.
• Merchant processing fees. Approximately 3%. 
• Any import taxes, customs duties, excise taxes or government fees .

It is the responsibility of customers to pay for all shipping and handling costs when returning items to SmoothStar for warranty inspection.
If SmoothStar determines the warranty claim to be genuine, we will reimburse all related shipping costs. We ask that you retain all shipping receipts and invoices as no shipping costs can be reimbursed without them.
To be reimbursed shipping must be sent only via standard post, not express.

If you purchased your SmoothStar through a retailer, it is still recommended that you process your warranty claim directly with SmoothStar.
To process your warranty claim, you must make prior contact to our customer service in your respective territory. Please use the following links:
SmoothStar Europe
A customer service representative will contact you and request more information including images and video to show the issue.
Your warranty claim will be approved or declined based on the information provided.
If approved, you will be requested to fill in an online warranty form and instructed to ship the component in question to your nearest service centre.

1. First, you should have lodged your warranty claim with SmoothStar using the Google Form.
2. If your board is covered under warranty as confirmed by SmoothStar, you will be given the nearest repair centre in the EU. Currently we have Poland, France, Spain and the UK. You will be given the address of the SmoothStar centre.
3. Remove the truck and Thruster from your SmoothStar Deck and then remove the Thruster from the truck. Please see this video:
   

Note: Please only send the Thruster, not everything, otherwise we will not refund postage costs. Postage must be economical and not express to get reimbursed.

Ensure the item is packaged so it will not get damaged in transit. Include your support ticket number, your name, address, contact number and email address as well as a brief description of what the issue is. Please include a copy of your receipt or proof of purchase if your item is within the warranty period. If your item is not covered by warranty we will issue you with a no obligation quote via email following assessment.