Returns & Warranty Policy

Home HQ Warranty and Returns

In specific circumstances and subject to the  restrictions set out below, we may allow you to return Home HQ Devices:

The below warranty and returns policy applies if the Home HQ was included as part of an Origin Smart Saver electricity plan:

Reason for return

Period during which you can return the Home HQ Device

What we will do if you return a Home HQ Device

Conditions

 

 

 

 

 

 

Home HQ Device is Defective

12 months from purchase

Product exchange~

The product must not have been mishandled in such a way that the manufacturer’s warranty would be rendered void.*

 

 

The below warranty and returns policy applies if the Home HQ Devices were purchased outright:

Reason for return

Period during which you can return the Home HQ Device

What we will do if you return a Home HQ Device

Conditions

Change of mind

30 days from  purchase

Full refund or product exchange

The product must:

·   be in good condition; and

·   not have been mishandled in such a way that the manufacturer’s warranty would be rendered void.*

Home HQ Device is Defective

12 months from purchase

Product exchange or refund if exchange not possible~

The product must not have been mishandled in such a way that the manufacturer’s warranty would be rendered void.*

 

*Any unauthorised tampering, misuse, modification, or negligence in handling or use of product renders the manufacturer’s warranty void.

~Refund applicable only to orders where the Home HQ Device was purchased outright and not included as part of an Origin Smart Saver electricity plan.

To return Home HQ Devices, you must:

  • email us at homehq@originenergy.com.au with the reason for return and your order number, and obtain the return shipping address information;
  • pack your return in the original shipping package, if possible; and
  • send your return via Australia Post to the address provided by our Home HQ support team.

If the product is defective, Origin will send you a pre-paid return shipping label. For change of mind returns, you must pay the cost of shipping the returned goods.

For products not branded Home HQ:

  • please refer to the manufacturer’s warranty for that product and contact the relevant manufacturer; and
  • our support team may be able to help you get in touch with the manufacturer of those products to discuss returns and replacements.