Delivery & returns
Energia Delivery, Cancellation & Installation Policy
1. Delivery Policy
1.1 We use a Service Provider from Exertis Ireland to deliver our Products to you. We will endeavour to deliver your Products within the timeframes set out in the Product description (currently this is 5-7 working days). We do not currently provide tracking or notification for deliveries.
1.2 If something happens which is outside of our control and affects the estimated date of delivery, we will let you have a revised estimated date for delivery of the Products as soon as possible.
1.3 You are responsible for the Products when delivery has taken place. In other words, the risk in the Product(s) passes to you when you take possession of the Products.
1.4 We will require a signature at the time of delivery of the Product(s). If the purchaser is not present a person over the age of 18 years of age with the authority of the purchaser must be available to accept the delivery. In this event of no one home to accept delivery, the Products will be returned to our warehouse, and we will attempt to contact you to rearrange a delivery. We reserve the right to charge you a redelivery fee.
2. Installation Policy
2.1 If you have purchased a Product which requires installation, you will be contacted directly following your purchase within 5 working days by one of our installation representatives to arrange a convenient time for installation. During public holidays this contact time may be longer due to office closures.
2.2 For the avoidance of doubt, you are required to satisfy yourself at the time of your order that the Product you have ordered is compatible with your existing equipment ("Customer's Equipment").
2.3 Our representative shall attend at your premises ("Installer") to install the relevant Product(s). You acknowledge that it may be necessary for the Installer to make certain changes to the settings on the Customer's Equipment in order to integrate the Product(s).
2.4 Our Installer will attempt to contact you three times in order to arrange an installation date (Appointment”) with you. In the event that the Installer is unable to make contact with you an email will issue requesting you to arrange an Appointment directly with the Installer.
2.5 Appointments are based upon availability
2.6 In the event that you do not attend the Appointment the Installer will attempt to contact you by phone and will wait for a maximum of 15 minutes for you to attend. In the event that you do not attend within this time you will be charged a rescheduling fee of €100 when arranging your new Appointment.
2.7 If you have failed to attend an Appointment you will receive an email notification that you have missed your Appointment and you will then need to contact us to arrange a new Appointment when the rescheduling fee of €100 will be charged.
2.8 In respect of the installation you confirm and warrant that
2.9 you are the owner of the premises or otherwise have legal authority for the installation to be made in the premises and that you have obtained and maintain all necessary licences, permissions and consents for the installation;
2.10 you will provide the Installer with all access to the premises as may reasonably be required in connection with the installation, including immediate access in the event of an emergency;
2.11 you will provide us and the Installer with such accurate information as maybe reasonably required in order to install the Product (s);
2.12 you will ensure that the premises are prepared for the installation and that you will abide by all instructions and advice issued by us or the Installer with regard to the installation, including equipment and health and safety advice; and
2.13 you will ensure that a person over the age of 18 is in attendance throughout the Appointment.You will indemnify and hold harmless both us and the Installer against all and any loss, damage, costs , expenses, charges, fees, claims or liability incurred by us or our Installer arising out of any breach of these warranties.
2.14 In the event that you are unable to comply with your obligations above or our ability to perform any of our obligations under this agreement is delayed by any act or omission by you the we shall
2.15 be entitled to suspend the installation;
2.16 may rely upon the non compliance, act or omission by you to relive our obligation to install the Products; and
2.17 we shall not be liable for any costs or losses directly or indirectly sustained by you arising from our failure or delay to perform our obligations to install Product (s)
2.18 The Installer will fit the Product (s) in line with the manufacture’s guidelines and may refuse to fit Products were the Customer’s Equipment is not compatible, is considered unsafe or additional works are required to ensure the safe operation of the Product (s)
2.19 The Installer will provide a brief demonstration of the Product (s).
2.20 For defects in respect of the Products please refer to the manufacturer's warranty.
2.21 We do not offer appointments at the weekend
2.22 Self Install items are clearly marked and non refundsble or returnble once installed or connected.
2.23 In the event that our installers identify additional electric work required to ensure compliant and safe installation as per Safe Electric regulations, this will be communicated to you. Completion of any such additional work will be your responsibility and at your own cost. Our installers cannot proceed with the charger installation until these additional works are certified as completed by a qualified electrician or ESB. Our installers reserve the right to cancel an installation should they deem the installation unsafe.
3. Cancellation and Returns Policy
3.1 If you wish to cancel your purchase, you have the right to do so, without giving any reason, up to 14 calendar days after confirmation of sale. This is provided that the item(s) are in as sold condition, and in their original packaging together with any free gifts you may have received. You will be responsible for any postage/re stock fees for returning the product.
3.2 You may examine the goods as necessary to establish their nature and characteristics, but you must not start using them or break the security seal, install them or input any data/software onto them. You must return the goods without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel/ facilitate return of the purchase by using the Customer Contact Form.
3.3 Whilst the goods are in your possession you must take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your purchase in writing by filling out our Customer Contact Form and including your order number. 3 If you cancel your order before the Product(s) have been dispatched to you then we will refund to the card with which you made payment the amount of the price you have paid for the Product(s) together with any additional charges that you agreed to pay.
3.4 Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. Refunds will normally be processed within seven working days of receipt of the returned goods to our warehouse.
3.5 Please be aware that we will refund your delivery cost only if the return is as a result of our error (e.g. faulty product) and that if you wish to return an order due to a change of mind you will be responsible for all delivery costs and re stocking fees when returning goods.
3.6 Should any item(s) not be suitable for return due to hygiene reasons, such as headphones, the item(s) can only be returned if that hygiene seal remains unbroken. Refunds can only be processed when we receive the goods, or you provide evidence of the return of the goods, whichever occurs first.
3.7 If you have diminished the value of the good by handling it, breaking the security seal or testing it beyond what is necessary to check its nature, characteristics and functioning, we reserve the right not to refund depending on the products condition or not to refund you the entire amount.
3.8 If you wish to return the Product(s) to us because of a defect or because of damage to the Product(s) you must notify us promptly and arrange the collection of the Product(s) with us. You have thirty days to return the faulty Product(s) to us. We will examine the Product(s) and, provided there is no evidence of the Product being used contrary to manufacture’s recommendations and it has not been damaged by you, we will either issue you with a replacement of equal specification or we will process a collection and refund of the price paId for the Product(s) and any additional charges you agreed to pay at the time of purchase.
3.9 We cannot cancel your order if you are unable to provide us with proof of purchase.
3.10 Where proof of delivery has been confirmed by the delivery company, the onus is on you the consumer to follow up directly with the delivery company regarding delivery disputes. We are not liable and retain the right to refuse requests for replacements of disputed items.
3.11 This Returns Policy does not affect your legal rights. Details of your legal rights are available from NSAI or CCPC. For further information about your consumer rights, visit the Competition and Consumer Protection Commission at www.ccpc.ie
3.12 We do not offer any returns option on self install products once connected or installed, this does not affect your statutory rights.
4. Promotions/ Special offers
4.1 Any promotions or special offers facilitated by SmartHome Store are for a limited time only and cannot be extended, these timelines will be clearly stated on the offer.
4.2 We reserve the right to end a promotion or special offer without notice.
4.3 Promotions/ special offers limited to one item per person unless otherwise specified.
4.4 Promotions/special offers may be available to a limited amount of customers only, when this limit is reached earlier than the anticipated end of the closing date, we reserve the right to end the promotion/ special offer without notice.
