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Warranty and Returns Policy

Resource Innovations, Inc. administers E-Commerce platforms on behalf of utilities, energy programs, and other third parties to sell efficient household products and equipment to their customers. This product return and warranty policy outlines the following:

  • Order cancellation
  • Item return: smart water link
  • Item return: all other products
  • Items damaged in transit
  • Defective item warranty: smart thermostats, EV chargers, or smart water link
  • Defective item warranty: all other products

If you have any questions about our policy or need support, contact our customer service team by phone at (425) 689-3380 Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Standard Time or by email at customerservice@pse-marketplace.com.

Order Cancellation

If you want to cancel your order, please get in touch with our customer service team by phone at (425) 689-3380 Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Standard Time or by email at customerservice@pse-marketplace.com as soon as possible.

If your order has already shipped, you may attempt to refuse the package. If you cannot refuse the package, you will need to process a return. Please follow the instructions below on how to return your order.

Item Return: Smart Water Link

Customers can return smart water link devices and adapters within 90 days from the date of delivery. We will not accept returns after 90 days. Returns are accepted for smart water link devices and adapters in either opened or unopened original packaging.

Contact our customer service department by phone at (425) 689-3380 Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Standard Time or by email at customerservice@pse-marketplace.com to initiate your return. We will provide you with a prepaid return shipping label at no additional cost. Resource Innovations, Inc. does not accept products dropped off in-person.

Rebated smart water link devices and adapters are free to eligible customers and therefore do not qualify for a refund of any kind.

Item Return: All Other Products

Customers can return purchases of all other products within 30 days from the date of delivery if the item meets the conditions below. We will not accept returns after 30 days.

Contact our customer service department by phone at (425) 689-3380 Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Standard Time or by email at customerservice@pse-marketplace.com to initiate your return. We will provide you with a prepaid return shipping label by calculating the shipping fee based on the weight of your returned item(s). We will deduct the cost of shipping from your refund total unless your return is a result of an error made by Resource Innovations, Inc. You are responsible for returning items in their original condition. Resource Innovations, Inc. does not accept products dropped off in-person.

Upon receiving the returned item, and subject to the return conditions below, we will process a refund to your original payment method within 5-7 business days.

We cannot provide a refund for items that have been installed or are not in original and resale condition. All items must be sealed in original packaging for return. If you open your item, we will not accept it as a return. We strongly advise you to check compatibility with your system before opening the package.

If you receive the wrong item, contact our customer service department, who will facilitate an exchange.

Items Damaged in Transit

If your order arrives damaged, we’re here to assist. Contact our customer service team promptly after delivery and include clear photos of the damaged item, the inner packaging, and the outside of the shipping box with the label visible. Keep the item and all packaging until the issue is resolved, as the shipping carrier may request additional documentation.

Once we receive your photos, our team will review the information and decide on the next steps. In most cases you won't need to return the damaged item and a replacement will be sent. Sometimes additional information, a package inspection, or returning the item may be required based on the carrier's requirements. If so, we’ll inform you what’s needed and guide you through the process.

Defective Item Warranty: Smart Thermostats, EV Chargers, or Smart Water Link

If the Smart Thermostat, Electric Vehicle (EV) Charger, or Smart Water Link you received is defective, please contact the manufacturer directly to troubleshoot. Smart Thermostats, EV Chargers, and Smart Water Links include a one-year manufacturer’s warranty from the date you receive your order. If the manufacturer determines your product is faulty, please work with them to obtain a replacement.

Defective Item Warranty: All Other Products

If an item other than those listed above is defective, you may request a refund or an exchange within one (1) year from the delivery date. Each item we offer comes with a one-year manufacturer’s warranty from the date you receive your order. You must retain your receipt for service. Contact our customer service department by phone at (425) 689-3380 Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Standard Time or by email at customerservice@pse-marketplace.com to assist with your claim. We may provide a prepaid shipping label to return the defective item at our discretion. If we provide a prepaid shipping label, we will ship a replacement or process the refund if applicable within 5-7 business days of receipt of the item. If an item is defective after the one-year manufacturer’s warranty, we will refer you to the manufacturer for further assistance.

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