Refund policy
At STM Snow Surf, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a 30-day return policy calculated from the date you received your order. This policy applies to all products purchased directly through stmsnowsurf.shop.
Return eligibility
To be eligible for a return, the following conditions must be met:
- The item must be unused, unworn, unwashed, and undamaged, in the exact condition it was received.
- All original tags must be attached to the item.
- The item must be returned in its original packaging, including any dust bags, care cards, straps, or accessories that shipped with the product.
- A proof of purchase or your order number is required to process any return.
- The return must be authorized in advance by our customer support team — returns sent without prior authorization may be rejected.
Items that are not eligible for return
Because STM Snow Surf sells only physical bag products, the following situations make an item non-returnable or subject to a reduced refund:
- Items showing visible signs of use, wear, abrasion, scratches, or soiling — including backpacks, beach bags, travel bags, and boot bags that have been taken outdoors or packed for travel.
- Washed or altered items — any bag that has been machine-washed, hand-washed, soaked, or modified (e.g., added patches, straps, or DIY changes) is not returnable.
- Items with removed, cut, or lost original tags.
- Items missing their original packaging or included accessories (e.g., detachable shoulder straps, dust bags, locks for wheeled bags).
- Items damaged due to mishandling after delivery — damage caused by the customer, a third party, or improper storage is not covered under return eligibility, though it may be covered by a warranty claim on a case-by-case basis.
How to initiate a return
- Contact our customer support team at info@stmsnowsurf.shop and include your order number, the item(s) you wish to return, and the reason for the return.