Product Returns Information
Eligible Time Period: 30 days from delivery date
Items Not Eligible for Return: Smart Thermostats and Connected Home products that have been opened or installed. To be eligible for refund, products must be returned in “like new” or in original and resaleable condition. When returning products, all customers are responsible for ensuring they are packaged securely so they are in resaleable condition. For returns of costlier items, such as smart thermostats and connected home items, it is suggested that customers ensure their return shipment so if the product is damaged in transit, they can file a claim with the shipping company. Once the item has been safely returned and processed, customers will receive a credit in an amount equal to their purchase price. The credit will be applied to the credit card used to make the original purchase. More details are provided in the Returns Process shown below.
Orders with Missing or Incorrect Products
Orders must be inspected by customers within (2) business days from delivery date. Delivery date is determined by the date associated with the shipment tracking number. Be sure that you have received the complete list of items you have ordered. If an item has been backordered, it will be noted on the packing list and the item will be shipped as soon as it is available. If you received items, you did not order, we will send you a prepaid return shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.
Return of Damaged Products
Orders must be inspected by customers within (2) business days from delivery date. Delivery date is determined by the date associated with the shipment tracking number. If an order has arrived damaged you should notify the supplier, Franklin Energy, within (2) business days of delivery date. Franklin Energy will ship replacements at no cost. Some items, such as smart thermostats, will need to be returned to Franklin Energy prior to a replacement being sent. Franklin Energy will notify you if any of the damaged items need to be returned and will send you a prepaid return shipping label to do so.
Defective Item Returns
If a smart thermostat or connected home item is deemed truly defective by the manufacturer, NOT incompatible, contact the device manufacturer to discuss replacement. Returns of these items is subject to the applicable manufacturer’s warranty and return policies. See Below.
Any other defective items are subject to the applicable manufacturer warranty and the Returns Process noted below. Please contact us at 866-823-4598 to determine if a replacement is required. If so, one will be shipped at no cost.
Defective Google Nest Products:
Support: https://support.google.com/googlenest/gethelp
Call: 1.855.469.6378
Defective Sensi Thermostats:
Support: https://sensi.copeland.com/en-us/support
Call: 1.888.605.7131
Returns Process
You may request a return of most new, unopened items within 30 days of delivery for a full refund. Franklin Energy will pay the return shipping costs if the return is a result of our error (you received an incorrect or damaged item, etc.).
Items must be returned within 45 days of invoice to be eligible for credit.
Returned items must be received by the supplier Franklin Energy in new condition and in the original packaging to be eligible for a refund.
Franklin Energy will send you Return Merchandise Authorization (RMA) documentation which must be placed inside the return shipment package and RMA number printed on each package in order for returned material to be received at Franklin Energy.
Return shipping cost is the responsibility of the customer unless the return is a result of an error made by Franklin Energy, in which case, Franklin Energy will send you a return shipping label.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. If you have created an account on the MPPA Marketplace you can also submit a return request but visiting your My Account page.
Shipping
The store is set-up to only allow for shipping to an address within the MPPA service territory. Note that we do not ship to PO boxes or outside of the utility service territory. A confirmation email will be sent with the shipment tracking number after your order has shipped. For any questions regarding returns or shipping please call 855-823-4298.