Refund policy

Refund & Return Policy

Last updated: September 17, 2026

We want the gear you buy from Smarq to earn its place in your home. If it doesn't, here is exactly how returns, replacements and refunds work. No fine print, no runaround.

30-day returns

You can return most items within 30 days of delivery for a refund. To qualify, the product must be:

  • Unused, or in like-new condition with no scratches, marks or signs of installation.
  • In its original packaging, with every accessory, cable, mounting kit, manual and protective film that came in the box.
  • Reset to factory settings and unlinked from any account or app (Alexa, Google Home, Apple Home, the manufacturer's app). We can't accept a device that is still paired to your account.

Items returned incomplete, damaged, or with obvious use may be refused or refunded at a reduced amount.

Defective or damaged on arrival

If a product arrives damaged, dead, or doesn't work as described, tell us within 7 days of delivery through our contact form with your order number and a couple of photos or a short video. We will send a prepaid return label and, at your choice, ship a replacement or refund you in full, including original shipping. You will never pay to return a product that was our fault.

Who pays return shipping

  • Defective, damaged or wrong item: we cover return shipping and send a prepaid label.
  • Change of mind: you cover return shipping to the address we provide. Original shipping charges are not refunded. We recommend a tracked service; we can't refund a return that never reaches us.

Refund timing

Once your return arrives, we inspect it within 5 business days and email you when the refund is issued. Refunds go back to your original payment method. Most banks post the credit within 5–10 business days; some card issuers take a little longer.

Exchanges

The fastest way to get a different model or colour is to return the original for a refund and place a new order. If a product is defective, we will ship a replacement directly.

What can't be returned

  • Opened wearables that sit against the skin (earbuds, smart rings, bands and straps) for hygiene reasons, unless defective.
  • Items marked final sale at the time of purchase.
  • Products damaged by misuse, water exposure beyond their stated rating, modified firmware, or installation contrary to the manual.
  • Gift cards.

2-year warranty

Every product sold by Smarq is covered by a 2-year limited warranty against defects in materials and workmanship, counted from the delivery date. After the 30-day return window, a defect is handled as a warranty claim: reach us through the contact form, describe the problem, and we will repair, replace or refund the item at our discretion. The warranty does not cover normal wear, cosmetic damage, misuse, unauthorized repairs, or the gradual capacity loss of rechargeable batteries. Full terms are in our Terms of Service.

How to start a return

  1. Send us your order number and the item you want to return through the contact form.
  2. We reply within 1 business day with a return authorization and the return address (or a prepaid label if the return is on us).
  3. Pack the item securely in its original box and ship it within 14 days of the authorization.

Please don't ship a return without an authorization; unannounced packages take much longer to process.

Smarq is operated from 289 Jacques-De Serres, Mont-Laurier, QC J9L 0Z2, Canada. Nothing in this policy limits the rights you have under Quebec's Consumer Protection Act or other applicable consumer law.