Return Policy
Can I cancel a Marketplace order after it is placed?
Marketplace orders cannot be canceled once placed. If you no longer wish to keep your product(s) purchased through the Oncor Marketplace, please review the information below about returns or contact our team at [email protected] or by calling (888) 881-9020 to see if your purchase would be eligible for a return.
Marketplace orders cannot be canceled once placed. If you no longer wish to keep your product(s) purchased through the Oncor Marketplace, please review the information below about returns or contact our team at [email protected] or by calling (888) 881-9020 to see if your purchase would be eligible for a return.
What should I do if my package is lost or stolen?
Our program and fulfillment vendors are not responsible for packages that are lost or stolen if our records indicate that the package was delivered to the correct address listed on the order. If your package from the Oncor Marketplace was lost or stolen, please contact your mail carrier service for assistance.
Our program and fulfillment vendors are not responsible for packages that are lost or stolen if our records indicate that the package was delivered to the correct address listed on the order. If your package from the Oncor Marketplace was lost or stolen, please contact your mail carrier service for assistance.
How much time do I have to return my item(s) purchased from the online Marketplace?
Any product purchased on our Marketplace must be returned to the fulfillment vendor within 30 days of the date you received the item. In addition, a Return Merchandise Authorization (RMA) number must be generated by the vendor prior to returning a product. Products must be returned within 20 days of the vendor’s issuance of the RMA number in order to qualify for a refund or replacement. Please contact our team at [email protected] or by calling (888) 881-9020 to request an RMA number and receive further instructions.
What are acceptable reasons for a return?
If they fall within the timeline listed above, returns will be accepted and return shipping will be provided in the following scenarios:
If they fall within the timeline listed above, returns will be accepted and return shipping will be provided in the following scenarios:
- Incorrect item received (product must be unopened and in original packaging)
- Product damaged in transit (product must be unopened and in original packaging)
-
- NOTE: Item will be replaced with a unit matching the manufacturer and model number on the original order.
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- Product is defective
A return for any other reason, such as compatibility issues or change of mind, can be made but the customer must pay for return shipping.
Note: See below for limitations on returns of Google Nest products.
Vendor Specific Return Information
Our marketplace utilizes several fulfilment vendors to deliver products to our online customers. Please locate your item and the associated vendor from the list below to see if there is additional return information that would pertain to your specific purchase.
Our marketplace utilizes several fulfilment vendors to deliver products to our online customers. Please locate your item and the associated vendor from the list below to see if there is additional return information that would pertain to your specific purchase.
| Product | Vendor |
|---|---|
| Ecobee Smart Thermostats | Ecobee |
| Honeywell, Google, & Sensi Smart Thermostats | Ingram Micro |
| Nightlights | Greenlite |
| Room Air Purifier | Greenlite |
Ingram Micro
Google Nest products may only be returned if they are damaged or deemed to be defective. A return for any other reason will not be accepted.
Google Nest products may only be returned if they are damaged or deemed to be defective. A return for any other reason will not be accepted.
Ecobee
There are no specific return limitations for products fulfilled through Ecobee.
There are no specific return limitations for products fulfilled through Ecobee.
Greenlite
There are no specific return limitations for products fulfilled through Greenlite.
There are no specific return limitations for products fulfilled through Greenlite.
When will I receive my refund or replacement for a returned item?
Once the fulfillment vendor receives the returned product, you should receive your refund to your original method of payment within 3 to 5 business days. If you have requested to receive a replacement instead of a refund, standard fulfillment times will apply once the returned product is received (usually shipped within 48 hours and delivered between 5 to 7 business days after it has been received).
Once the fulfillment vendor receives the returned product, you should receive your refund to your original method of payment within 3 to 5 business days. If you have requested to receive a replacement instead of a refund, standard fulfillment times will apply once the returned product is received (usually shipped within 48 hours and delivered between 5 to 7 business days after it has been received).
What do I do if I need to initiate a return or would like to see if my purchase qualifies for a return?
If you have any questions on these policies or need to initiate a return, please contact our team at [email protected] or by calling 888-881-9020.
If you have any questions on these policies or need to initiate a return, please contact our team at [email protected] or by calling 888-881-9020.