General Item Returns
Eligible Time Period: 30 days from delivery date
Non-Eligible Items: opened or installed thermostats and items that are not in original condition
We want you to be satisfied with the products purchased from us, but are unable to refund products that have been installed, for which the original packaging has been destroyed, or that are otherwise not in original condition and resalable. You are responsible for returning products in a safe, unbroken condition, so please pack returns carefully. You may want to insure returns of valuable merchandise. Upon receipt a credit equal to the product purchase price will be issued to you through the same payment method you used to pay for the order. See Returns Process below.
Incorrectly Shipped Orders
Eligible Time Period: Inspect your order within 2 business days from delivery date. If you received items you did not order, we will either send you a prepaid FedEx shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.
Damaged Item Returns
Eligible Time Period: Inspect your order within 2 business days from delivery date. If an order has arrived damaged you should notify the supplier, AM Conservation Group (AMCG), within 2 business days of delivery date. AMCG will ship replacements at no cost. Some items, such as smart thermostats, will need to be returned to AMCG prior to a replacement being sent. AMCG will notify you if any of the damaged items need to be returned and will send you a prepaid FedEx shipping label to do so.
Defective Item Returns (Smart Thermostats)
If smart thermostat is deemed truly defective by the manufacturer, NOT incompatible, contact the thermostat manufacturer to discuss replacement. See Below.
Defective Google Nest:
Chat
Call: 1.855.469.6378
Defective Ecobee:
Call: 1.877.932.6233
Email: support@ecobee.com
Returns Process
You may request a return of most new, unopened items within 30 days of delivery for a full refund. AMCG will pay the return shipping costs if the return is a result of our error (you received an incorrect or damaged item, etc.).
1. Items must be returned within 45 days of invoice to be eligible for credit.
2. Returned items must be received by the supplier AM Conservation Group (AMCG) in new condition and in the original packaging to be eligible for a refund.
3.AMCG 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 AMCG.
4. Return shipping cost is the responsibility of the customer unless the return is a result of an error made by AMCG, in which case, AMCG will send you a FEDEX 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 Energy & Water Efficiency Marketplace you can also submit a return request but visiting your My Account page.
Shipping
Due to extended and highly variable shipping times we’re currently seeing, we would like to clarify that orders may take 2-3 weeks to be delivered. You will receive a shipping confirmation once the order ships which will include a tracking number. If you do not receive a shipment confirmation within 2 weeks or your package within 4 weeks, feel free to contact customer support.
The store is set up to only allow for shipping to your Glendale Water & Power service address and all products purchased must be installed at this service address. If you need to request shipping to a location other than your Glendale Water & Power service address, please contact customer support at customercare@GWPMarketplace.com or 844-375-2834 before placing your order. Note that we do not ship to PO boxes or anywhere outside of the City of Glendale service territory.
A confirmation email will be sent with the tracking code after your order has shipped.
Products may ship separately.
If you have purchased thermostat with professional installation your thermostat will ship directly to the installer.
For any questions regarding returns or shipping please call 844-375-2834.
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