Refund policy

Return and Refund Policy

This Return and Refund Policy is issued by EMBERY VENTURES LLC, the operator of SmartBay Solutions.

Effective Date: July 9, 2026

1. Overview

At SmartBay Solutions, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through smartbaysolutions.com.

Summary

Region: United States
Return window: 30 days from delivery. Shipping damage must be reported within 48 hours of delivery.
Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
Return shipping: Customer is responsible for return shipping on change-of-mind returns. We cover return shipping for items that arrive defective, damaged, or incorrect.
Restocking fee: 25% of the product price on approved non-defective returns (waived for defective, damaged, or incorrect items)
Brand-specific terms: Some manufacturers set their own return terms, which take precedence. These are stated on the product page.

2. Contact Information

To start a return or report damage, contact our customer service team:

Email: support@smartbaysolutions.com
Phone: (833) 324-5548
Address: 4110 Southpoint Blvd, Suite 17374016, Jacksonville, FL 32216 United States

Hours: Monday to Friday, 9am to 5pm EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

The item arrived damaged, defective, or incorrect, and was reported within 48 hours of delivery; or the customer wishes to return a new, unused item within 30 days of delivery
The product is returned within 30 days of delivery
The item is unused and includes all original packaging and accessories
A return authorization has been issued by us before the item is shipped back

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Brand-Specific Return Terms

Some manufacturers set their own return terms for their equipment, which take precedence over this general policy. Where that applies, it is stated on the product page and in that product's returns section.

Yarbo equipment is returnable for product defects only. Change-of-mind returns are not accepted on Yarbo systems.

5. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

Your order number
The unit serial number, where applicable
Photos clearly showing the damage or issue
A brief description of the problem

We will review the information and, if approved, issue a return authorization with return instructions. For defective, damaged, or incorrect items, we cover the cost of the return at no charge to you.

For freight deliveries, inspect the crate before signing. Note any visible damage on the carrier's delivery receipt and photograph it. Claims are significantly harder to resolve once a clean delivery receipt has been signed.

6. Return Authorization

Do not ship any item back before receiving a return authorization from us. Unauthorized returns cannot be processed, and freight on them will be at your cost.

7. Return Shipping and Fees

For change-of-mind or non-defective returns, the customer is responsible for return shipping costs. For items that arrive defective, damaged, or incorrect, we cover return shipping at no cost to you. Please ship approved returns within 7 days of approval.

Restocking Fee: Non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Defective, damaged, or incorrect items, and exchanges for the same item, are not charged a restocking fee.

Where shipping was charged separately at checkout, those original charges are non-refundable.

Approved returns must be shipped to the address specified on your return authorization. This may be our facility or the manufacturer's, depending on the product. Items shipped to any other address, including our mailing address, cannot be processed.

8. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
Refunds are issued to the original payment method within 14 days after we receive and inspect the return
If you prefer, we can send a replacement item instead of a refund

9. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions.

For defective, damaged, or incorrect items, a replacement is shipped once the claim is approved. You will not be charged twice, and we arrange collection of the original unit.

For non-defective exchanges, the replacement ships once the returned item has been received and inspected. Restocking does not apply to an exchange for the same item.

10. Non-Returnable Items

We cannot accept returns for:

Clearance, Discontinued, and Open Box items. These are sold as-is at a reduced price and are final sale. Manufacturer warranty coverage, where applicable, is unaffected.
Shipping damage reported more than 48 hours after delivery
Any item returned more than 30 days after delivery
Items damaged due to misuse, neglect, or improper installation
Personalized, custom-made, and special-order items
Certain freight-shipped equipment where the manufacturer does not accept non-defect returns, as stated on the product page
Gift cards and downloadable digital items

11. Cancellations

Orders may be canceled before shipment for a full refund
Freight and made-to-order equipment is released to the manufacturer shortly after your order is placed. If cancellation is requested after the manufacturer has released the unit for shipment, the order is treated as a return under this policy
Once shipped, cancellations are not possible. You must follow the return process outlined above

12. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

13. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from SmartBay Solutions, you agree to this Return and Refund Policy.

SmartBay Solutions
support@smartbaysolutions.com
(833) 324-5548
4110 Southpoint Blvd, Suite 17374016, Jacksonville, FL 32216 United States