Refund policy

This policy applies to purchases from www.smartmarineshop.com, operated by Smart Marine OÜ (registry code 14108534), Rästa 5/2, 13425 Tallinn, Estonia.

1. Right of withdrawal for private customers (EU/EEA)

1.1 If you are a private individual living in the EU, Norway, Iceland or Liechtenstein, you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

1.2 To withdraw, send a clear statement of your decision to sales@smartmarine.ee within the 14-day period. Please include your order number and the items you wish to return.

1.3 The right of withdrawal does not apply to:

• goods made, configured, programmed or licensed to your specifications or for a specific vessel;
• sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed after delivery;
• goods that, after delivery, have been inseparably mixed with other items.

2. Return conditions

2.1 Returned items must be unused, complete, in their original packaging and in resalable condition.

2.2 Please do not send goods back without contacting us first. We will confirm the return and send you return instructions.

2.3 You pay the cost of return shipping, unless the return is due to a defect or an error on our part.

3. Refunds

3.1 Once we have received and inspected the returned goods, we will refund the payment to the original payment method within 14 days.

3.2 We may withhold the refund until the goods have been received back.

4. Business customers (B2B)

4.1 The 14-day right of withdrawal does not apply to purchases made by companies or other business entities.

4.2 Returns of business orders are handled case by case and may be subject to a restocking fee of up to 25% of the order value.

5. Cancellations

5.1 Orders for standard stock items can be cancelled free of charge before dispatch. After dispatch, the return conditions above apply.

5.2 Specially ordered products cannot be cancelled once we have confirmed the order. These are products ordered from the manufacturer for your order, configured to your requirements, or licensed for a specific vessel or buyer. If cancellation is requested, the buyer is liable for the costs already incurred, including:

• purchase costs of goods already ordered from the manufacturer or supplier;
• shipping, handling and logistics costs;
• restocking or return fees charged by the manufacturer or supplier;
• a minimum cancellation fee of 25% of the order value.

5.3 If procurement has started but the goods have not yet been dispatched, we will make reasonable efforts to cancel the order with our supplier. If this is not possible, the buyer remains responsible for the full order value.

6. Damaged, missing or defective goods

6.1 Please inspect the goods on delivery. Report any visible transport damage or missing items within 5 business days of receipt.

6.2 If goods are defective or do not match your order, notify us in writing within 14 days of discovering the problem. We will arrange repair, replacement or a refund.

6.3 Private customers in the EU are entitled to a minimum 2-year legal guarantee. Some products also carry an additional manufacturer’s warranty, as stated in the product documentation.

7. Contact

For returns, cancellations or refund questions, contact us at:
Smart Marine OÜ, Rästa 5/2, 13425 Tallinn, Estonia
Email: sales@smartmarine.ee | Phone: +356 9984 5637

Full conditions are set out in our Terms of service, sections 6 and 7.