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.
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.
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.
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