Customer Care
Returns and Refunds
We want every STEM Tane order to arrive complete, safe and ready for discovery.
Return window
Contact us within 30 days of delivery to request a return. Items must be unused, complete and in their original packaging with manuals, accessories and safety materials included.
Items that cannot be returned
Opened consumables, personalized goods, downloadable products, gift cards and products that cannot be resold for hygiene or safety reasons are not eligible unless defective.
Damaged, defective or incomplete orders
Contact us within 7 days of delivery with your order number and clear photos of the product, packaging and shipping label. Keep all packaging until the case is resolved.
Return authorization
Do not send an item before receiving return instructions. Unauthorized parcels may be refused or delayed. The return address may differ from the original dispatch address.
Return shipping
Customers normally pay return shipping for preference-based returns. STEM Tane covers reasonable return costs when we confirm that an item is defective, damaged or incorrect.
Refunds
Approved refunds are issued to the original payment method after inspection. Processing normally takes 5–10 business days; your payment provider may require additional time.
Consumer rights
This policy does not limit mandatory consumer rights that apply in your country or region.
Start a return
Use our contact page and include your order number, reason for return and relevant photos.