Product safety recall notice (model HWE-SKT-21)
Extra safety tests have shown that some of our HomeWizard Energy Sockets (model HWE-SKT-21) do not meet our safety requirements. As a precaution, we are replacing these Energy Sockets with the new, improved version.
What is going on?
- Child protection: the built-in child protection does not provide sufficient protection against thin objects. If you insert a metal paperclip or hairpin, for example, you could get an electric shock.
- Sturdiness: the metal pins of the plug can break off if it is accidentally knocked hard or if the cable is pulled hard. If the pins remain stuck in the wall socket, you could get an electric shock if you touch them.
So far, we have not received any reports of people getting an electric shock as a result, but we take no risks whatsoever when it comes to safety. That is why we are replacing these Energy Sockets free of charge.
What do we ask you to do?
- Check your Energy Socket(s): tap the button below on your phone or tablet to see right away which of your Energy Sockets need to be replaced. Unplug these from the wall socket and stop using them.
Button not working? In the HomeWizard app, go to Settings > Support > Energy Socket recall
- Get your personal return label: in the app, select the Energy Socket(s) you are going to return and tap ‘Create return label’. We will send you a return label by email right away.
- Pack and send: pack the Energy Socket(s) in a bubble envelope or a small box and hand them in, together with the return label, at a parcel point near you. Please note: only send in the plugs you have registered in the app.
- HomeWizard webshop link: once we have received and checked your shipment, you will receive an email from us with a webshop link within 10 working days. With this link, you can order your improved Energy Socket(s) in our webshop free of charge.
What happens next?
A replacement operation like this can unfortunately take some time, but we are doing everything we can to deliver your new Energy Socket(s) to you as quickly as possible. We fully understand that this is inconvenient, especially now that you are keeping such a close eye on your energy consumption.
On this page you will always find the latest status and answers to frequently asked questions. Can’t find what you’re looking for? Our team is of course ready to help you.
Thank you very much for your understanding and patience.
Kind regards,
The HomeWizard team
Frequently asked questions
What happens to my historical usage data in the app when I replace the plug?
The measurement data from your new Energy Socket will appear in a new graph. The historical data from the Energy Socket you return remains available in the app, as long as you do not delete it.
Does the new Energy Socket look the same?
We have made the new Energy Socket even sturdier. These changes have made the updated Energy Socket a few millimetres larger. Apart from that, everything works exactly as you are used to.
How long will it take before I receive replacement Energy Sockets?
The turnaround time depends on our production capacity and how quickly the processing centre can handle the returns. Please allow for a turnaround time of several weeks. Naturally, we are doing everything we can to deliver the new Energy Socket(s) to you as quickly as possible. The exact delivery time is shown in your cart when you place your order.
Why do I have to register the plug via the app? Can’t I just do this via the website?
In the app you can see exactly which of your Energy Socket(s) are covered by the recall, and it allows us to keep track of who has returned which plugs. This prevents you from accidentally sending in the wrong plug and ensures faster processing of your return.
Why do I get a webshop link instead of you sending the new plug right away?
This way, you decide the delivery time and delivery address yourself. It prevents the package from being delivered while you are on holiday or to an old address. You can also add other products to your order without paying shipping costs.
The link in the email doesn’t work. How can I return my plug?
You can start the process manually in the app. Go to: Settings > Support > Energy Socket recall.
Can I also hand in my Energy Socket at your head office or a store?
No, that is not possible. Our locations are not set up for taking in or exchanging products. You can return the Energy Socket free of charge using the return label you receive from us and drop it off at a parcel point near you.
Can I tell from the Energy Socket itself whether it needs to be returned?
No, which Energy Sockets need to be returned can only be checked by the internal serial number. This serial number cannot be read from the Energy Socket itself.
What should I do if a metal pin has broken off and is stuck in the wall socket?
Stop using that wall socket. Switch off the relevant circuit before you remove the pin. If you cannot do this, or if you are in any doubt, contact an electrician. After that, please contact our customer service.
Can I receive my replacement Energy Sockets before returning my old ones?
No, we need to receive your old Energy Sockets before we can send you the replacements. This ensures that Energy Sockets that do not meet our safety requirements are taken out of use.
My Energy Socket is model HWE-SKT-21, but the app says it is not affected by the recall. Is that correct?
Yes, that’s correct. The recall only affects a specific production batch of model HWE-SKT-21. Other Energy Sockets of this model meet our safety requirements. The replacement Energy Sockets are also model HWE-SKT-21.
If the HomeWizard app indicates that your Energy Socket is not affected by the recall, you can continue using it safely.
I forgot to include an Energy Socket in my return request. Can I still return it?
Yes, you can go through the steps in the HomeWizard app again to create an additional return shipment for Energy Sockets affected by the recall.
Make sure to use the corresponding return label for each shipment.
Can I receive a voucher or a refund instead of a replacement Socket?
No, unfortunately, it is not possible to receive a voucher or a refund. As part of the recall, we offer a replacement Socket so you can continue using our product safely.