Exchange and Return Policy

Seeking to maintain a relationship of respect and trust between you, the customer, and Greenplac, we offer quality products, always tested and approved by the quality control team before being commercialized. To improve our service, we provide our Exchange and Return Policy, which is based on the Consumer Defense Code (CDC).

Before finalizing the purchase, please ensure all purchase items, product specifications, payment method, and delivery address are correct.

After order confirmation, it will not be possible to change the delivery address due to variations in shipping costs and tax rates that have already been collected, such as ICMS (Tax on Circulation of Goods and Services).

Below, we describe the necessary procedures for obtaining technical assistance.

1 - Product damaged during transport:

1.1 - Upon receiving the product, before signing the delivery receipt, check if the packaging is in perfect condition. Even if they appear to be in perfect condition, open and check the product's condition and if there is any damage to it.
1.2 - If the packaging is tampered with or if there is any apparent damage to the product, refuse to accept it. To guarantee your right to exchange the damaged product, write the phrase "GOODS REFUSED DUE TO DAMAGE" on the back of the Invoice. Immediately, contact our Customer Service and report the occurrence. Attention: do not accept any proposal from the carrier to accept the goods in this condition.
1.3 - In exceptional cases where refusal does not occur immediately after the delivery attempt, greenplac.com.br will decide whether or not to authorize the exchange or eventual repair of the product.
1.4 - The case will only be analyzed after the conditions of the damaged product have been identified. If any discrepancy is found, such as the absence of damage, signs of misuse or mishandling, or the absence of accessories and components, greenplac.com.br disclaims responsibility for accepting the return in advance.
1.5 - The analysis of the product conditions will be made after sending detailed photographs of the damages, as well as the packaging and product identification labels. These photographs must be sent as soon as possible by customers to our SAC.
1.6 - If the return is authorized, greenplac.com.br will contact you to schedule the product collection and will send a collection Invoice, which must be attached to the purchase Invoice and delivered to the responsible carrier or post office. The collection of the goods can only be made at the same address where the delivery was made. The product must be returned protected in its original packaging and containing all original accessories and components. If this does not occur, greenplac.com.br will return the product again, suspending the return and cancellation process.

2.2 - If the return is followed by the reshipment of a new product - Exchange:

2.2.1 - greenplac.com.br will have up to 7 (seven) business days, counting from the date of receipt of the returned product, to contact the customer and arrange for the shipment of a new substitute product as soon as possible, respecting the legal limits of the CDC. The delivery time for this product will be as close as possible to the first order, counted after its invoicing date.
2.2.2 - If greenplac.com.br no longer has the product to be exchanged in stock, we will contact the customer, who may choose another similar product OF EQUAL VALUE or of a higher value upon advance payment of the difference.

3.3 - In case of definitive return:
3.3.1 - The amount to be reimbursed will be equal to the amount paid for the returned product; shipping costs are not reimbursed.
3.3.2 - For purchases paid via bank slip or bank deposit, the refund will be credited via DOC, TED, PIX, or Bank Deposit to the registered bank account provided by the customer and linked to the order (name printed on the purchase Invoice). The credit should occur within 7 (seven) business days from the date of receipt of the goods at our Distribution Center. The amount to be returned will only be to the account of the order holder, never to a third party's account.
3.3.3 - For purchases paid via credit card, greenplac.com.br will request the cancellation of the purchase through the administrator's portal or by registered letter, which will be sent to your credit card administrator. This cancellation will only occur after the receipt of the goods at our Distribution Center. The purchase amount should be credited to your statement as credit in subsequent invoices after this date, as the refund period is the responsibility of your credit card administrator, over which greenplac.com.br has no interference.

4 - Product shipped not in accordance with the order

If you receive a product different from the one specified in the purchase order, greenplac.com.br will arrange for its return. To guarantee your right, you must follow these guidelines:
4.1 - If at the time of delivery you detect that the product received is different from that specified in the order, refuse the delivery. Write the phrase "GOODS REFUSED DUE TO DISCREPANCY" on the back of the Invoice. Immediately, contact our Customer Service and report the occurrence.
4.2 - After receiving it, if you detect that the product is different from that specified in the order, notify greenplac.com.br within a maximum of 24 hours. Attention: under no circumstances will an exchange request be accepted after the 24-hour period. In this case, the product must also be returned in its original packaging, containing all accessories and components, including the original Invoice.
4.2.1 - The analysis of the conditions of the products delivered incorrectly will be made after sending detailed photographs of the product, as well as its packaging and identification labels. These photographs must be sent as soon as possible by customers to our SAC.
4.2.2 - If any irregularity is found, such as a broken seal, signs of use or misuse, improper handling of the product, absence of original accessories and components, greenplac.com.br will be exempt from the return.
4.2.3 - If the return is authorized, greenplac.com.br will contact you to schedule the product collection and will send a collection Invoice, which must be attached to the purchase Invoice and delivered to the responsible carrier. The collection of the goods can only be made at the same address where the delivery was made. The product must be returned protected in its original packaging and containing all original accessories and components. If this does not occur, greenplac.com.br will return the product to the customer again, suspending the return and cancellation process.

5 - Purchase cancellation within 7 days from the delivery date

According to Article 49 of the Consumer Defense Code, for purchases made outside a commercial establishment, the consumer has up to 7 (seven) calendar days to regret the purchase and communicate the cancellation to the supplier.
5.1 - Purchase cancellation requests will be accepted provided that:
5.1.1 - They are made by contacting Customer Service within 7 (seven) calendar days after receiving the product. Attention: under no circumstances will the return of goods be authorized if the cancellation communication occurs after the 7 (seven) day period.

5.1.2 - Do not violate the product packaging seal. Only returns with the product packaging seal intact will be accepted.
5.1.3 - If at the time of delivery you have already decided not to acquire the product, refuse the delivery. Write the phrase "GOODS REFUSED DUE TO CANCELLATION" on the back of the Invoice. Immediately, contact our Customer Service, and communicate the cancellation.
5.1.4 - All returns due to cancellation will incur charges for shipping and return freight costs as reimbursement. The refund of amounts paid in cash, as well as the cancellation of future installments in cases of credit card purchases, will only occur after the return and analysis of the packaging condition and the respective product at our Distribution Center responsible for receiving it.
5.1.5 - If the return is authorized, greenplac.com.br will contact you to schedule the product collection and will send a collection Invoice, which must be attached to the purchase Invoice and delivered to the responsible carrier. The collection of the goods can only be made at the same address where the delivery was made. The product must be returned protected in its original packaging, containing all original accessories and components. If this does not occur, greenplac.com.br will return the product again, suspending the return and cancellation process.

6 - Product with defect/fault during the legal warranty period (90 days)

The warranty is directly linked to the manufacturer and its Authorized Technical Assistance Network.
6.1 - Improper handling, installation, or when performed by unqualified professionals, may compromise your product's warranty. greenplac.com.br does not commercialize or perform any type of service, thus it is not responsible for the installation of the products. This responsibility lies with the customer. We suggest choosing an Authorized Technical Assistance or a technician you trust, recommended by people close to you who have had service experience with that professional.
6.2 - If the product shows a fault/defect during the warranty period, even if it is within 7 (seven) days from the delivery date, you must contact Greenplac immediately for guidance.
6.2.1 - If in doubt, consult the manufacturer's website, the product manual, or the Warranty Certificate to locate the nearest technical assistance.
6.2.2 - If the manufacturer does not have a Technical Assistance network within a 200-kilometer radius, greenplac.com.br, if notified of the occurrence, will mediate the repair with the manufacturer from this date. The customer must contact Customer Service, report the problem, and send detailed photographs of the product and its identification label, with serial number and model.
6.2.3 - The analysis of the fault and product conditions will be made after the customer sends detailed photographs of the product.
6.3 - greenplac.com.br will have a period of up to 30 (thirty) days to mediate the repair with the manufacturer, as stipulated in the Consumer Defense Code. If it is not possible to repair the product after this period, you may choose to cancel the purchase, exchange the product for a new one equal to or similar to the one purchased, or opt to keep the product with a proportional price reduction.
6.3.1 - If any irregularity is found, such as signs of misuse, improper handling, and installation of the product, absence of original accessories and components, greenplac.com.br will immediately suspend the return process.

6.3.2 - If the return is authorized, greenplac.com.br will contact you to schedule the product collection and will send a collection Invoice, which must be attached to the purchase Invoice and delivered to the responsible carrier.

The collection of the goods can only be made at the same address where the delivery was made.

The product must be returned protected, even if with alternative packaging in case the customer no longer has the original packaging. It must also contain all its respective original accessories and components. If this does not occur, greenplac.com.br will return the product again, suspending the return and cancellation process.

7 - Product with delayed delivery time

Delay is understood as a product for which there was no delivery attempt by the carrier at the order address until the maximum agreed-upon deadline at the time of purchase, provided that it is certified that there was an authorized person at the purchase address to receive the product on the agreed date.
7.1 - greenplac.com.br, after being informed of the delay (by the customer or through its systemic monitoring means), will contact the customer within 2 business days from the notification date to locate the product with its transport partners and immediately arrange a new deadline.
7.2 - If the product cannot be located, you may choose to have a new product resent or definitively cancel the purchase.
7.3 - If the option is to resend a new product:
7.3.1 - greenplac.com.br will resend a new product as contacted with the customer. The delivery time for this product will be similar to the first order, counted after its invoicing date.
7.3.2 - If greenplac.com.br no longer has the product to be sent in stock. You may choose another similar product OF EQUAL VALUE or of a higher value upon advance payment of the difference.
7.4 - In case of definitive cancellation:
7.4.1 - The amount to be returned will be equal to the amount paid for the product not received.
7.4.2 - For purchases paid via bank slip or bank deposit, the refund will be credited via DOC, TED, or Deposit to the bank account provided by the customer and linked to the order (name printed on the purchase Invoice). The credit should occur within 7 (seven) business days from the date of receipt of the merchandise at our Distribution Center. The amount to be returned will only be to the account of the order holder, never to a third party's account.
7.4.3 - For purchases paid via credit card, greenplac.com.br will request the cancellation of the purchase through the administrator's portal or by registered letter, which will be sent to your credit card administrator. The purchase amount should be credited to your statement as credit, in subsequent invoices after this date, as the refund period is the responsibility of your credit card administrator, over which greenplac.com.br has no interference.