Last updated: September 2026
Thank you for your purchase from Emerald Wake LLC (“Emerald Wake,” “we,” “us,” or “our”). Due to the specialized and high-value nature of many of our products, returns are limited and subject to the terms and approval process outlined below.
Please review this policy carefully before making a purchase.
Returns may be accepted under the following conditions:
Items must be unused, unopened, and in their original packaging.
A return request must be submitted within 14 days of delivery.
Proof of purchase is required.
All returns require prior authorization from Emerald Wake.
Opened, used, installed, modified, or water-used products are not eligible for return unless otherwise approved by Emerald Wake in connection with a verified product defect or shipping error.
Emerald Wake does not offer direct exchanges. Approved returns are processed as refunds or store credit, as applicable under this policy.
The following items cannot be returned unless otherwise required by applicable law or approved by Emerald Wake due to a verified product defect or shipping error:
Used or opened products
Batteries
Clearance or final-sale items
Custom or special-order products
Items damaged due to misuse, improper handling, improper installation, unauthorized modification, or failure to follow manufacturer instructions
All returns must be approved by Emerald Wake before being sent back.
To request a return, email [email protected] within 14 days of delivery and include:
Your order number
The item(s) you wish to return
The reason for the return
If your return is approved, Emerald Wake will provide a Return Merchandise Authorization (RMA) and return instructions, including the address to which the item should be shipped.
Approved returns are accepted by mail or shipping carrier. In-person returns may be accepted only when arranged with Emerald Wake in advance.
Do not ship or drop off a return without prior authorization. Unauthorized returns may be refused.
To request an order cancellation, email [email protected] within 12 hours of placing your order and include your order number and a request to cancel.
Cancellation requests will only be accepted if the order has not yet shipped. Because Emerald Wake works to process and ship orders quickly, submitting a cancellation request within the 12-hour window does not guarantee cancellation if the order has already shipped.
If an eligible order is successfully cancelled before shipment, the applicable refund will be issued to the original payment method.
Once an order has shipped, it can no longer be cancelled. Any request to return the product after shipment will be subject to the eligibility requirements and other terms of this Returns & Refunds Policy.
Unless a return is due to a verified product defect or an error by Emerald Wake:
Customers are responsible for arranging and paying for all return shipping costs.
Emerald Wake does not include a return shipping label with the original shipment and does not provide prepaid return shipping labels.
After receiving return authorization and return instructions from Emerald Wake, the customer must purchase or generate their own return shipping label through the shipping carrier of their choice.
Returns must be sent using a trackable and insured shipping method appropriate for the value of the product.
Customers are responsible for ensuring that returned products are securely packaged for shipment.
Original outbound shipping charges are non-refundable.
If an order originally qualified for free shipping, the actual original outbound shipping cost will be deducted from the refund in accordance with our Shipping & Delivery Policy.
For a verified defective or incorrect item, please contact Emerald Wake before returning the product. We will provide instructions regarding the appropriate return shipping arrangements.
All approved returns are subject to a 15% restocking fee.
The 15% restocking fee may be waived only in cases of:
A verified product defect
A shipping or fulfillment error by Emerald Wake
Any applicable restocking fee will be deducted from the amount refunded or credited.
All returned items are inspected upon receipt to confirm that they meet the eligibility requirements of this policy.
Approved refunds or store credits are processed within 7–10 business days after inspection.
Refunds are issued to the original payment method unless otherwise agreed.
Depending on your bank or payment provider, additional time may be required for a refund to appear in your account after Emerald Wake processes it.
In some circumstances, such as a technical issue where no product defect is found, Emerald Wake may issue store credit instead of a refund at its discretion.
Items returned in a condition that does not meet the requirements of this policy may be refused.
If you receive a product that is defective, damaged in transit, or different from what you ordered, please notify Emerald Wake within 48 hours of delivery.
Please include your order number and a description of the issue. We may also request:
Photographs or video of the product and packaging
Product serial number
Additional information about the issue
Reasonable troubleshooting steps, when applicable
If the issue is verified, Emerald Wake will work with you to determine an appropriate resolution, which may include repair, replacement, store credit, or refund, depending on the circumstances.
Please do not return a defective, damaged, or incorrect product until you have received return instructions from Emerald Wake.
A product warranty claim is separate from a return under this policy.
Products that have been opened or used may still qualify for applicable manufacturer warranty coverage even when they are no longer eligible for return.
Please refer to our Warranty Policy for information regarding warranty coverage and the warranty claim process.
We are committed to providing a premium customer experience. If you experience an issue with your purchase, please contact us and we will work with you in good faith to understand the situation and determine a fair and reasonable resolution within the terms of this policy.
Our Satisfaction Commitment does not create an unconditional right to return a product and does not override the eligibility requirements, exclusions, or other terms of this Returns & Refunds Policy.
For questions about a return, refund, cancellation, or defective product, please contact:
Emerald Wake LLC
169 Griffin Blvd, Unit 108
Panama City Beach, FL 32413
United States
Email: [email protected]
Phone: (850) 400-8500
[email protected]
Phone: (850) 400-8500
Business hours:
Mon-Sat: 8am – 5pm
Sun: 9am – 4pm
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