Refund & Exchange Policy

This policy applies to consumers who purchase Yarbo products in Australia. Under the Australian Consumer Law (ACL), you have non-excludable statutory consumer rights.

Consumer Guarantee Rights (For Product Quality Issues)

Under the ACL, all goods come with consumer guarantees. If a product has a major failure (e.g., safety defect, substantially unfit for purpose, significantly different from description), you are entitled to:
  • Refund (full amount, including original shipping costs)
  • Replacement (free of charge with a brand-new equivalent product)
  • Repair (free of charge)
If the product has a minor failure, Yarbo reserves the right to choose between repair, replacement, or refund.

30-Day Return Policy

1. Yarbo offers a 30-day return policy. You may request a return at any time within thirty days of receiving the product, provided the following conditions are met:
a. The item must be returned in the original manufacturer's packaging.
If the original packaging is lost, and the customer requires a replacement, the cost of the packaging and shipping fees will be deducted from the refund amount.

b. The item must be complete with all accessories and documentation.

c. The item must be in saleable condition.

d. The customer is responsible for the cost of return shipping.

e. Order Cancellation After Shipment.
Once an order has been shipped, it may not be possible to cancel before delivery.
If you request cancellation after dispatch but before delivery, we will attempt to intercept the shipment.
Interception is not guaranteed. If successful, any interception fee charged by the carrier will be deducted from your refund.

f. Separately purchased accessories and consumable parts are subject to a 14-day return period without defects, which begins on the date you receive the item. To be eligible for a refund, the following conditions must be met:
  • The item must be unused and returned with its original manufacturer's packaging. If the original packaging is lost or significantly damaged, the item is no longer eligible for a return or refund.
  • For all eligible returns that are not due to product defects, the customer is responsible for the return shipping costs. Original shipping fees are non-refundable.

2. Upon receipt, the item will undergo a quality inspection to ensure it meets our above standards. The refund amount will be determined based on the results of this inspection.

45-Day Replacement Policy

  1. Upon receipt of your order, please conduct a thorough inspection of the products immediately. If you discover any defects, damage, or discrepancies, such as receiving the incorrect item or missing parts, contact us without delay. Prompt notification will allow us to assess the situation effectively and take appropriate actions to resolve the issue swiftly.
  2. If the Yarbo sustains damage during transportation, or exhibits product quality or manufacturing defects, you are entitled to exchange it for a new unit within 45 days of receipt. Yarbo will cover the shipping costs. (Additional charges will be borne by the user for some remote areas.)

The product is considered non-refundable and non-replaceable under the following conditions:

  • The product is damaged by operating the product, not in accordance with the official instructions or maintenance guide.
  • Product failures are caused by the use of unauthorized components or accessories.
  • Product labels, serial numbers, waterproof marks, etc., show signs of tampering or alteration.
  • The product is damaged by uncontrollable external factors, including, but not limited to, fire, floods, high winds, or lightning strikes.

Return & Replacement Process

How to Return
To request a refund or replacement, please email us at support@yarbo.com. We will acknowledge receipt of your request and conduct an inspection. Once the inspection is complete, we will inform you whether your request for a refund or replacement has been approved. If approved, we will provide you with a return shipping label and detailed instructions on how and where to send your package.

For a refund:
Upon receipt, a quality inspection will be conducted to determine if the standards are met. The decision regarding the refund amount will be based on the outcome of the inspection. You will be automatically refunded on your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

For a replacement:
You will first need to return the original unit to us. Once we receive and inspect the returned unit, we will dispatch a replacement unit to you. Please note that delivery times may vary.

Important Notes:
  • When requesting a replacement, please have your order number and a brief description of the reason for the return ready. This will help us process your request more efficiently.
  • Items sent back to us without first requesting a return will not be accepted.
  • Please retain the original carton and foam materials for 45 days from the date of unpacking and utilization, as these packaging materials will be required for any potential return or exchange procedures.

Repair and Warranty Services

We have established a global after-sales service team, along with local service partners, to provide prompt services to all our users worldwide. This includes a customer service center based in the US and local repair centers in core markets. To apply for repair service, please send your request to support@yarbo.com or contact us at +1 (631) 818-1850.

If the product is within the free warranty period and meets the criteria for free warranty repair services, the repair will be free of charge. Otherwise, you may be required to pay the repair fees. For more details, please refer to our warranty policy.

Replacement Policy (Return-First Replacement）

What Is Replacement

Under our standard replacement process, customers must return the original product or module to Yarbo before a replacement can be dispatched.
Once the return shipment has been confirmed as delivered to and received by Yarbo, Yarbo may proceed to dispatch the replacement product or module. Customers must wait until the original item is delivered to Yarbo before the replacement is shipped.
The returned product or module will be received and processed by Yarbo after shipment. Yarbo reserves the right to review the returned item to confirm that it meets the applicable return requirements.
Replacement is offered at Yarbo’s discretion and may not be available for all products, regions, or issue types. This does not limit your rights under the Australian Consumer Law, including the right to choose a replacement or refund for a major failure.

Customer Return Obligation (Return Before Replacement)

Before replacement is dispatched, the customer must return the original replaced product or module to Yarbo.
  • A return shipping label and instructions will be provided.
  • The original unit must be returned in reasonable condition, excluding the reported defect.
  • The returned item must match the serial number associated with the replacement request.
The replacement may be dispatched once the return shipment is confirmed as delivered to Yarbo. The customer remains responsible for ensuring that the original product or module is successfully returned to Yarbo.

Return Time Window

The original product or module must be shipped back to Yarbo within the specified return window, calculated from the date the replacement request is approved.
The standard return window is 14 calendar days, subject to confirmation and adjustment based on legal and regional requirements.
If the original unit is not shipped within this timeframe, the replacement will not be dispatched until the return is completed.

Consequences of Non-Return (Replacement Not Dispatched)

Because the replacement will only be dispatched after the original item has been delivered to Yarbo, customers remain obligated to complete the return before the replacement has been shipped.
If the customer fails to return the original product or module within the required timeframe, or if the return shipment cannot be verified, the following may apply:
  • Yarbo may contact the customer to request additional return information or proof of shipment.
  • Yarbo reserves the right to record the incident in the customer's service record for future evaluations of warranty or replacement eligibility.
  • Repeated failure to return replacement-related products or modules may affect eligibility for future voluntary replacement services.
Non-return of the original product or module will not automatically affect the customer's existing warranty coverage or rights under applicable consumer protection laws, including the Australian Consumer Law where applicable. However, future replacement privileges under Yarbo's voluntary warranty service may be limited.

Additional Notes

  • Replacement does not extend or reset the original warranty period unless explicitly stated.
  • Yarbo reserves the right to deny replacement requests in cases of suspected abuse, repeated non-returns, or violation of this policy.
  • This policy applies in conjunction with Yarbo’s Warranty and After-Sales policies.

Replacement Process (Return-First)

When a customer requests a replacement, the following standardized Return-First process applies:

Step 1: Replacement Request Confirmation
The customer must confirm the replacement request, including the obligation to return the original product or module before a replacement is dispatched.
This confirmation constitutes agreement to the replacement terms.

Step 2: Return Scheduling & Terms Confirmation
After confirmation, Yarbo will send an Advanced Replacement Terms & Conditions email outlining:
  • The return obligation
  • The return time window
  • The return scheduling process
  • The requirement to return the original product or module before the replacement is shipped
  • The consequences of failure to complete the return process
The customer will receive a return scheduling email and must arrange a suitable pickup time for the original product or module through the designated return process.
Proceeding with the return arrangements indicates the customer’s acceptance of these terms.

Step 3: Return Pickup & Replacement Processing
The customer must schedule the pickup of the original product or module according to the instructions provided by Yarbo or its designated logistics provider.
Once the original product or module has been collected by the designated logistics provider, and the return shipment status is updated to “In Transit,” Yarbo will initiate the return process.
The replacement product or module will then be prepared and shipped to the customer in accordance with the applicable replacement process once the original product or module has been delivered to Yarbo.
This return-first process is intended to ensure that the original product or module has been delivered to Yarbo before the replacement shipment is released.

Step 4: Return Received & Replacement Dispatch
Once the original product or module is received by Yarbo, the return shipment status is updated to “Delivered,” and the original product or module passes inspection:
  • The replacement product or module will be dispatched to the customer.
  • The customer account will be updated to reflect the completed return.
This ensures that replacement products are only dispatched after the original unit has been returned.

Step 5: Tracking & Delivery Confirmation
Once the replacement is dispatched, a tracking number will be provided to the customer.
  • The customer will be notified of the expected delivery timeframe.
  • Yarbo customer support is available to assist with any questions regarding delivery.

Step 6: Return Pickup Issues & Follow-Up
If the scheduled pickup cannot be completed due to circumstances such as the customer not being available, the product not being ready for collection, or other return-related issues, the customer may be required to reschedule the pickup.
If the return shipment does not obtain an “In Transit” status after the scheduled pickup, Yarbo customer support may initiate follow-up communication (e.g., phone or email) to assist with completing the return process.
The replacement shipment will not be released until the original product or module has been successfully delivered to Yarbo and the return shipment status has been updated to “Delivered,” unless otherwise approved by Yarbo.

Step 7: Restrictions for Incomplete Return Process
If the customer does not complete the required return arrangements or repeatedly fails to make the original product or module available for collection, Yarbo may review the customer’s eligibility for Replacement services.
Additional replacement requests may be reviewed under stricter eligibility criteria where the customer has an incomplete or unresolved return obligation.
  • These actions do not restrict access to standard customer support services and are intended to ensure proper completion of the Replacement process.
  • Yarbo reserves the right to take appropriate actions permitted under applicable laws to address losses, costs, or other consequences arising from failure to complete the required return process.


Important Notes

  • Time windows may vary by region and are subject to applicable laws and regulations.
  • Replacement eligibility is evaluated on a case-by-case basis.
  • Yarbo reserves the right to adjust this process to ensure fairness, compliance, and service integrity.

Policy Effectiveness Statement

Nothing in this policy excludes, restricts, or modifies your statutory rights under the Australian Consumer Law. In case of any conflict between this policy and the ACL, the ACL prevails.

We may update this policy from time to time. Any changes take effect upon posting on our website and will not affect your statutory rights under the Australian Consumer Law or any order already placed. We encourage you to review this policy periodically to ensure you are aware of the latest version.

Effective Date: 6 August 2026