US Dollars
General Item Returns
Eligible Time Period: 30 days from delivery date
Non-Eligible Items: opened or installed products and items that are not in new condition and the original packaging.
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. We do not provide shipping labels for returns unless the order was damaged, defective, or if we sent the wrong items. You may want to insure returns of valuable merchandise. Upon receipt of the return, 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.
Members are responsible for checking thermostat compatibility prior to placing an order. Incompatible thermostats may not be eligible for a return.
Orders With Missing or Incorrect Products
Orders must be inspected by members within two (2) business days from the 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. Some items may ship separately. 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 that you did not order, we will send you a prepaid return shipping label for you to return incorrectly shipped merchandise. If needed, we will ship a new order for the correct merchandise.
Electric Vehicle Charger Returns
You may request a return for your EV Charger within 30 days of receiving the product. Opened or installed units that are not in the original condition are not eligible for return. There is a 10% restocking fee for all EV Charger Returns. Please contact us to begin your return process.
Return of Damaged Products
Orders must be inspected by members within two (2) business days from the delivery date. Delivery date is determined by the date associated with the shipment tracking number. If an order has arrived damaged, you should contact us. 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.
Defective Item Returns
If a smart thermostat, connected home or EV charger item is deemed truly defective by the manufacturer, as opposed to incompatible, contact the device manufacturer to discuss replacement. The returns of such items are subject to the applicable manufacturer’s warranty and return policies. See below for additional details.
Any other defective items are subject to the applicable manufacturer warranty and the return processes noted below. Please contact us at 1-866-378-5027 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 ecobee Products:
Support: https://support.ecobee.com/s/
Call: 1-877-932-6233
Defective Sensi Thermostats:
Support: https://sensi.copeland.com/en-us/support
Call: 1-888-605-7131
Defective Honeywell Home Thermostats:
Support: https://www.honeywellhome.com/us/en/support/
Call: 1-800-633-3991
Defective Mysa Smart Thermostats:
Support: https://getmysa.com/pages/contact
EV Chargers need to be replaced directly by the manufacturer.
ChargePoint Home Assistance
Support: ChargePoint Home Resources | ChargePoint
Call: 1-888-758-4389 (24 hours a day)
Emporia Energy Help Center
Support: https://shop.emporiaenergy.com/pages/contact-emporia-energy
Call: 1-844-367-6742 Hours: 8am–5pm MT, Monday–Friday
(except for major holidays)
Email: support@emporiaenergy.com
Enphase Homeowner Support
Support: https://enphase.com/support
Call: 1-877-797-4743
Email: TechsGroup-auburn@enphaseenergy.com
Wallbox Customer Assistance
Support: https://support.wallbox.com/en/
Call: 1-888-787-5780
Email: service.na@wallbox.com
Returns Process
You may request a return of most new, un-opened 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 (e.g., 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 in new condition and in the original packaging to be eligible for a refund.
Franklin Energy will send you Return Merchandise Authorization (RMA) documentation that must be placed inside the return shipment package. You must print the RMA number on each package for returned material to be received by Franklin Energy.
The return shipping cost is the responsibility of the member, 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 said item(s).
Shipping
Orders typically ship within 5-7 business days of successful payment. You will receive a shipping confirmation email that will include a tracking number after your order ships. Products may ship separately.
The Energy Wise MN Store only allows shipments within the participating Cooperative service territory within the state of Minnesota. All products purchased must be installed at the address where you receive electric service from your Energy Wise MN Store participating Electric Cooperative. Note that we do not ship to P.O. boxes or outside of the service territory.
A confirmation email will be sent after your order is placed to the email address used when creating your Energy Wise MN Store account. A shipment confirmation email will be sent with the tracking number after your order has shipped.
Shipment Not Received
If you have not received your order but tracking shows delivered, please contact us. If your tracking has not moved for more than 10 days, Franklin Energy will provide you with a replacement. If tracking has expired, we will not be able to provide a replacement.
For questions regarding shipping or returns please email membercare@energywisemnstore.com or call 866-378-5027.