Returns and Refunds Policy

  1. If you wish to return the product because you have changed your mind (as described in the paragraphs above), please send an email with the subject “Return Request” and the original order number to: support@chameleontechnology.co.uk, or notify us by post at our address above.
  2. In your correspondence with us, please provide your name, home address, details of the order and your email address. You may be asked to confirm whether or not you have installed the device at your property (by connecting it to your wifi).
  3. If your products have been dispatched to you, you must post the products back to us within 14 days after notifying us that you wish to cancel/return the product. We will provide a return slip and address to you so that you can send the goods back. If you have any enquiries, please email us at support@chameleontechnology.co.uk.
  4. We will refund you the price you paid for the products (and the original delivery costs) by the method you used for payment. However please check paragraph 3 above if you have installed the product at the property.
  5. We will make any refunds due to you as soon as possible. Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
  6. You will need to pay for the cost of postage to return the product unless you are cancelling the contract under paragraph 1 (because you have a legal right to do so as a result of something we have done wrong).
  7. You must return the product to us in good condition and undamaged, otherwise we may deduct a reasonable amount from your refund to make good any damage to the product.

Product Warranty and Disclaimer

  1. We are under a legal duty to supply products that are in conformity with this contract. We provide a product warranty as summarised below:

    Product Warranty

    If your product fails to conform with any part of this contract or a fault occurs within 12 months from the date you receive the product, we will replace or refund the price paid for the product.

    This product warranty is subject to the conditions set out in this section and in point 2 below.

    If you think your product is faulty, please send an email with the heading “Warranty Return” to: support@chameleontechnology.co.uk or write to us at our address above.

    In your correspondence with us, please provide your name, email address, home address and details of the order.

    You will then need to return the product to us. We will provide return address details to you. Please post the product within 14 days of notifying us of the product return.

    On receipt, we will inspect the product and will confirm with you whether we have found a fault with the item. Please note point 2 below which sets out situations where we are not responsible for faults or failures of the products.

    If we are unable to find a fault with the product, or we are not responsible for the fault or failure (please refer to point 2 below), we will contact you to tell you our findings. We will not replace or refund products in this event.

    For products that are replaced under this product warranty, the warranty period (12 months) will restart from the date of delivery of the replacement product.

  2. We are not responsible for any faults or failures of the products that arise as a result of:
    • problems caused by the internet connection or smart meter equipment at the property where the device is installed; if this is the case, you are advised to contact your broadband or energy supplier (as applicable);
    • misuse or negligence of the products by its user;
    • the product having not been properly stored, handled, installed or used as recommended in the user guide; or
    • an external event outside our control, such as flood, fire, electrical surges/over-pressurisation, lightning, seismic activity, vandalism, attempts to repair, alter, tamper, or attempts at hacking or similar or other unforeseeable misuses.
  3. Please be aware that, if you disconnect your device (from your wifi connection) or you move house and take your device with you, this will impact the operation of your device. This is further described on the website and the Frequently Asked Questions area of the website.
  4. Consumer access devices sold by us are for information only. The device retrieves and provides information from the smart meter system and depends on that system for the accuracy of information displayed. The device does not show the exact energy tariff or billing arrangements you have in place with your energy supplier; the information shown on your device does not constitute your energy bill. Please see FAQs on our website for further information.
  5. Nothing in these terms will affect your legal rights.

Last updated: October 2025