Returns and Refunds at First Energy
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RETURN POLICY

Return Policy only applies to products that are sold via the FirstEnergyHome.com website.

1. How do I initiate a return?

Contact our customer service team at FEHCustomerService@firstenergycorp.com and one of our associates will respond within two business days.

2. What information will I need to provide to make a return?

Our customer service team will ask you to provide information such as your name, address, telephone number, and/or email address so that we can verify your purchase in our system.

In most situations, you will be required to send the product you are returning to us in order to receive a refund or replacement.

3. How long do I have to return an item I purchased?

You must initiate a return within 20 days of your purchase. We have no obligation to issue a refund or provide a replacement product if a return is initiated more than 20 days after your purchase.

If you believe a product you purchased was damaged or defective at the time you received it, please notify our customer support team at the number listed above within 48 hours of receipt.

4. What items can be returned, and will I receive a refund or replacement?

Whether your item is eligible for return and whether you are eligible to receive a refund or a replacement product depends on several factors, including the condition of the product and its packaging.

  • Products in unopened product packages: Products purchased from FirstEnergyHome.com that are in an unopened product package are eligible to be returned for any reason within 20 days of purchase. The customer will be given the option, subject to product supply and availability, of receiving a refund of the Net Purchase Price (defined as the original price of the product, plus tax, minus shipping costs and any other applicable discounts) or a replacement product of the same or similar type and model.
  • Products that are damaged or defective: Products that are determined to have been damaged and/or defective when received by the customer are also eligible for return, regardless of whether the package has been opened. Please notify our customer support team within 48 hours of receipt if you believe a product you purchased was damaged or defective when received. Subject to confirmation that the product was in fact damaged or defective at the time of receipt by you, you will be given the option, subject to product supply and availability, of receiving a refund of the Net Purchase Price or a replacement product of the same or similar type and model.
  • Quantity purchases: Products that are purchased in bulk (i.e., ten or more items of the same type in a single order) are eligible for replacement only.
  • Opened product packages / missing pieces: We may (but are under no obligation to) accept returns of products that are missing pieces and/or in packages that have been opened under certain circumstances. In those cases, the customer may receive only a partial refund of the purchase price.
  • Special product offers: Products purchased as part of a special promotion or offer may be returned only for a refund and are subject to certain limitations set forth in paragraph 8 below.
  • Misused or replaced products: Products that are determined to have been misused, tampered with, or replaced with a product other than the one you purchased are not eligible for return.
  • Services: Services purchased from FirstEnergyHome.com are not eligible to be returned and are not subject to this Return Policy. However, services may be cancelled in accordance with the cancellation policy of the service provider. See the applicable service page for specific cancellation details.

5. Will I incur any additional costs when making a return?

Depending on the product and the circumstances of a return, customers may be required to pay shipping costs and/or a restocking fee. For more information, ask a member of our customer service team, available at FEHCustomerService@firstenergycorp.com

6. Where should I send a product I am returning?

When you contact our customer service team to initiate a return, you will be provided with an address to send any product being returned if required.

7. Who is responsible if an item is lost in the return process?

We are not responsible for any item being returned to us until it is received by us at the address provided to you by our customer service team. If a replacement item being sent to you is lost before it is delivered (as evidenced by the tracking system utilized by FedEx, UPS, or any similar shipping service) to the address you provide to us, we will re-send the item at no cost to you.

8. Are there limitations on returning items purchased as part of a special offer or promotion?

Yes. For products that are purchased at a discount as a result of being sold as part of a special promotion or offer, we will not offer a full refund unless all products purchased as part of the offer are returned, if possible.

  • Bundles: From time to time, FirstEnergyHome.com may offer customers the opportunity to purchase two or more products, or a combination of products and services, together in a bundle to receive a special discount. Any product sold as part of a bundle may be returned individually for a replacement in accordance with the terms of this Return Policy. If a product sold as part of a bundle is returned individually for a refund, any discount previously given on the bundle will be voided, and the amount of the discount previously given will be subtracted from the refund amount.
  • Promotional Items: From time to time, FirstEnergyHome.com may offer customers the opportunity to receive a promotional item for a reduced cost when another product is purchased at full price. In those situations, either the promotional item or the full price item may be returned for a replacement, subject to availability. However, in order to receive a refund on either the promotional item or the full price item, you must return both the promotional item and the full price item (in which case you will receive a refund for both, in accordance with the terms of this Return Policy).

9. How can I check on the status of my return?

Contact our customer service team at FEHCustomerService@firstenergycorp.com and one of our associates will assist you within two business days.

10. Is there anything else I should be aware of?

This Return Policy may change periodically without notice and is subject to the discretion of our customer service team. Please contact us FEHCustomerService@firstenergycorp.com should you have any questions or concerns about this policy or a specific product return.

FirstEnergy Home, is an unregulated subsidiary of FirstEnergy Corp. FirstEnergy Home, is not the same company as FirstEnergy Corp. The prices of FirstEnergy Home, products and services are not regulated by the state utility commissions. You do not have to purchase any product and/or service from FirstEnergy Home, in order to receive the same quality regulated services from FirstEnergy Corp.’s regulated electric utilities – Ohio Edison Company, The Cleveland Electric Illuminating Company, The Toledo Edison Company, West Penn Power Company, Pennsylvania Power Company, Pennsylvania Electric Company, Metropolitan Edison Company, Jersey Central Power & Light Company, Monongahela Power Company, and The Potomac Edison Company.