Policies
THE ENERGY ALLIES
Policies & Support
We want you to have a great experience with your SRT device. If you have questions about returns, shipping, or warranty service, you'll find everything you need below.
Contact us: support@theenergyallies.com | 616-669-5534
RETURN POLICY
Returns & Exchanges
We offer a 30-day return window from the date of delivery. To be eligible for a return, items must be in their original condition — unused, with all original packaging and accessories included.
To initiate a return, please contact us at support@theenergyallies.com to request a Return Authorization (RA) number. Returns sent without an RA number cannot be accepted.
Once your return is received and inspected, we will process your refund to the original payment method. Please allow 5–10 business days for the refund to appear on your statement.
Please note:
- Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
- Items that show signs of use, damage, or missing components may not be eligible for a full refund.
- Gift cards and downloadable products are non-refundable.
SHIPPING POLICY
Shipping & Delivery
Orders are processed within 2–3 business days. Once shipped, you will receive a confirmation email with tracking information.
Shipping methods:
- USPS Priority Mail — typically 2–3 business days
- UPS Ground — typically 3–5 business days
Delivery times are estimates and may vary based on location and carrier conditions.
Signature required: Due to the value of our products, a signature may be required upon delivery. Please ensure someone is available to sign for the package.
International orders: We ship to select international destinations. International customers are responsible for any customs duties, import taxes, or brokerage fees assessed by their country. These charges are not included in the product price or shipping cost.
If you have questions about shipping to your location, please contact us at support@theenergyallies.com before placing your order.
WARRANTY & REPAIRS
Warranty & Repair Service
All SRT devices include a one-year limited manufacturer’s warranty from the date of purchase (or tracking delivery date), covering defects in materials and workmanship.
What is covered:
- Manufacturing defects
- Component failure under normal use
What is not covered:
- Damage caused by misuse, drops, or water exposure
- Damage caused by charging non-rechargeable batteries in the device
- Normal wear and tear
- Unauthorized modifications or repairs
Paid repair service: If your device is outside the warranty period or the issue is not covered under warranty, we offer paid repair service for eligible devices.
Eligible devices:
- NRG Optimizer® (2023 models and newer)
- NRG Ally™ (all models)
To request a repair:
- Download and complete the SRT Repair Form (below).
- Contact us at support@theenergyallies.com to receive shipping instructions and a repair estimate.
- Ship the device along with the completed form to the address provided.
Repair turnaround is typically 2–3 weeks once the device is received.