Retail Coupon FAQS
What is the Austin Energy Retail Coupon program?
The Retail Coupon program is an incentive program that offers Austin Energy residential customers Instant Savings on energy-saving products at retailers (in-store and online). Upon successful validation of an Austin Energy Residential Account, a customer will receive their selected retailer’s in-store or online coupon barcode to redeem upon purchase.
Why is Austin Energy offering this program?
The Retail Coupon program is one of many efforts to provide customers with the tools to make a real difference in their energy use and costs. Austin Energy understands how important customer time is, which is why they are offering a quick and easy way to receive Instant Savings on energy-saving products at participating retailers. The environment also benefits from increased use of energy-saving products.
What types of energy-efficient products are available at a discount?
- ENERGY STAR® Electric Clothes Dryers
- ENERGY STAR® Refrigerators
- ENERGY STAR® Freezers
- ENERGY STAR® Heat Pump Water Heaters
- Smart Thermostats
Who is eligible for this program?
Austin Energy residential customers are eligible to request coupon codes to purchase a variety of products at participating retailers. Total coupon code limits apply per customer account. The total limit per customer account: Limit 5 thermostats. Limit 2 for all appliances.
I am an Austin Energy customer. How do I apply for a coupon?
A customer may apply for a retail coupon by visiting our website at www.austinenergy.clearesult.com, or by scanning the QR code located near eligible products in the store with a smart phone. If you have any questions or need support, please call our contact center at (888) 964-6040.
How long is the coupon code valid?
Coupon codes received in a given year, expire 12/31 of that same calendar year.
The customer would like to purchase their energy-efficient product from a different retailer other than the one they reserved their coupon with. Do they need a new discount code?
Yes, coupon codes are specific to the original retailer the customer selected.
The customer would like to purchase a different model than the one they reserved for; do they need a new coupon?
If the model is a qualified product and is being purchased at the same store, then no, a new coupon does not need to be issued.
Can the customer cancel their coupon and get a new one later?
Yes, a customer may cancel their coupon and get a new one later. The customer will receive a cancelation confirmation via email within 1-2 business days. As a reminder, coupons are valid during the calendar year in which they were issued. Coupons are subject to availability and may not be offered later.
The customer returned the item that they used the coupon on, can they get another coupon?
Yes, we will need to cancel the original coupon and reissue. This may take 1-2 business days.
Or if the customer has not reached the max limit, we can issue a new coupon, and cancel the old one in the background.
Are Austin Energy Business Customers eligible for this offer?
The Retail Coupon program is for Austin Energy residential customers. Commercial/business account holders are not eligible for this offer.
After installation of a new smart thermostat, what should the customer do with their old thermostat?
It is very important that the customer disposes of their old thermostat in an approved Thermostat Recycling Corporation (TRC) bin for recycling. The service is FREE, and the customer can find a location near them at https://thermostat-recycle.org/. The program accepts all brands of wall-mount mercury-containing thermostats. The thermostat must be whole and not leaking. TRC no longer requires the thermostat cover. Do not dispose of mercury-containing thermostats in the local landfill or local incinerator.
Why does the customer need to create a profile?
A profile enables us to verify the customer’s eligibility for offers and will be used to save their information for convenience receiving rebates in the future. Customers may use guest checkout to receive their rebate coupon(s). However, customers should be aware that by using a guest account, they may have less visibility into the status of their coupon and will need to contact us directly for any support with reissues.
Is this profile tied to the customer’s Austin Energy electric account?
No. While account numbers are used to help verify eligibility for offers, the profile created on the Retail Coupon website is separate from Austin Energy electric accounts.
Buy Now FAQs
How do I navigate to Buy Now-qualified products?
On the portal, choose the products that have the “Buy Now” box and click on the “Get Discount” button. You will then answer some questions to confirm eligibility before purchasing the product in Buy Now.
What are the shipping costs for Buy Now purchases?
Shipping costs are calculated and displayed at the time of checkout for orders under $49. Free shipping is available for orders over $49.
How long will it take for a Buy Now purchase to arrive?
Typically, Buy Now purchases are shipped within 24-48 hours of the order being placed on the portal. Most shipments arrive 5 to 7 days after they are shipped.
What is the Return Policy for Buy Now purchases?
If you purchase a qualifying product through the portal and it arrives damaged, or you receive a different product from what you ordered, you may return it within 30 days of purchase. Other restrictions may apply. Please reach out to the team at [email protected] or 888-964-6040.
Can I cancel a Buy Now order after it is placed?
Buy Now orders cannot be canceled once placed. If you no longer wish to keep your product(s) purchased through Austin Energy’s Buy Now offering, please review the information below about returns and contact the team at [email protected] or 888-964-6040.
What should I do if my package is lost or stolen?
Austin Energy program and fulfillment vendors are not responsible for packages that are lost or stolen if our records indicate that the package was delivered to the correct address listed on the order. If your package from Austin Energy’s Buy Now was lost or stolen, please contact your mail carrier service for additional assistance.
How much time do I have to return the item(s) purchased from Buy Now?
Any product purchased through Buy Now must be returned to the fulfillment vendor within 30 days of the date the customer received the item. In addition, a Return Merchandise Authorization (RMA) number must be generated by the vendor prior to returning a product. Products must be returned within 20 days of the vendor’s issuance of the RMA number to qualify for a refund or replacement.
Please contact the program team at [email protected] or 888-964-6040, to request an RMA number and receive further instructions.
What are acceptable reasons for a return?
If the order falls within the thirty-day window returns will be accepted, and return shipping will be provided in the following scenarios:
- Incorrect item received (product must be unopened and in original packaging)
- Product damaged in transit (product must be unopened and in original packaging). NOTE: Item will be replaced with a unit matching the manufacturer and model number on the original order.
- Product is defective.
A return for any other reason, such as compatibility issues or change of mind, can be made, but you must pay for return shipping.
Note: See below for limitations on returns of Google Nest products.
Vendor-Specific Return Information
The Austin Energy Buy Now offering utilizes several fulfillment vendors to deliver products to online customers. Please locate your item and the associated vendor from the list below to see if there is additional return information that would pertain to your specific purchase.
|
Product |
Vendor |
|
ecobee Smart Thermostats |
ecobee |
|
Honeywell, Google & Sensi Smart Thermostats |
Ingram Micro |
Ingram Micro
Google Nest products may be returned only if they are damaged or deemed defective. A return for any other reason will not be accepted.
ecobee
There are no specific return limitations for products fulfilled through ecobee.
When will I receive my refund or replacement for a returned item?
Once the fulfillment vendor receives the returned product, you should receive your refund to your original method of payment within 3 to 5 business days. If you have requested to receive a replacement instead of a refund, standard fulfillment times will apply once the returned product is received (usually shipped within 48 hours and delivered between 5 and 7 business days after it has been shipped).
What do I do if I need to initiate a return or would like to see if my purchase qualifies for a return?
If you have any questions on these policies or need to initiate a return, please contact the program team at [email protected] or 888-964-6040.
Do we store customers’ credit card information?
No. All credit card and payment information is processed through the secure payment processing software Stripe. Credit card information is not stored nor is it visible to support specialists.
What if I have more questions?
For additional information, please reach out to the team at [email protected] or 888-964-6040. Customer Service team members are available Monday through Friday from 8 a.m. to 5 p.m. Central.
Who is CLEAResult?
This program is managed by CLEAResult, an authorized contractor for Austin Energy. Products and services are provided solely by approved participating service providers and are not sold by Austin Energy. Eligible buyers must be current Austin Energy customers and located in the Austin Energy service area.
Contact Us
Need further assistance? We're here to help.
Please contact us at [email protected] or 888.964.6040 with any questions.
All requests sent via email will be handled within two business days.
Representatives are available:
Monday-Friday, 8 am - 5 pm Central Time, excluding Federal holidays