After -sales

A product is defective What should I do to receive a new product?

All products marketed by Greenice have a 3 -year guarantee period (the 3 -year warranty period was extended on 04/05/2021 and operates for all those products acquired after that date. The products acquired on previous dates They have 2 years warranty, according to the sales conditions in force at the time of purchase) from the date of delivery to the customer of the material of your order. Greenice will be responsible in case of manufacturing defect in the product, being able to opt for the decision of Greenice, for the repair or replacement of the same.

The process for processing the guarantee will be as follows:

  • The client must complete the incident notification form its private area of ​​my account, selecting the “the product is defective. I want to change it for a new one ”and indicating the product code in question.
  • Greenice will process its incidence within 24/48 hours from the reception of it.
  • Depending on the case, and being only and exclusively Greenice decision, the following possibilities fit:
    1. SHIPPING OF THE REPLACEMENT WITH NEW MATERIAL (WITHOUT COLLECTION OF THE PRODUCT/S DEFECTIVE/S), after sending the images or video that will be required by our claims and incident service.
    2. Shipping the reposition order with new material (with simultaneous collection of defective products). In this case, the delivery man will deliver his replacement order and collect the defective material, and must enter the RMA document that will be sent by our claims and incident service.
    3. Previous collection of defective material and subsequent shipment of the replacement order. The collection for the subsequent examination of the product by Greenice technicians can be managed. The product will proceed to be repaired and, in case of not being able to proceed to its repair, to replace it.

    In no case will be able to pay for the return of a defective product after 30 days from the delivery of the same, but will proceed to its replacement.

I have received a wrong product How can I receive the correct one?

In case of sending the wrong product by Greenice, this must be communicated within 48 hours from the reception of the wrong product, any claim made after the indicated period of time being rejected.

The procedure to carry out this communication will be as follows:

  • The client must complete the “Incident notification form” located in the client's private area (my account).
  • All required fields of the form should be completed, selecting the “the product is wrong. I want to change it for the correct ”and indicating the code of the requested product and the product code received.
  • Received the form, Greenice staff will contact within 24/48 hours.
  • Depending on the case, and being only and exclusively Greenice decision, the following possibilities fit:
    1. Shipping the correct material and collection of the product sent by error in the same operation and simultaneously. In this case, the delivery man will deliver the correct replacement order and collect the erroneous material, and must enter the RMA document that will be sent by our claims and incident service.
    2. Prior collection of the product sent by error and subsequent shipment of the correct order. Greenice may request the previous collection of the product sent by mistake and to the reception of it in our warehouse, and after the relevant verification that the material sent by error is in correct state, will proceed to send the correct product.

I have received a product damaged in transport. How can I receive a new one?

If at the time of receipt of the merchandise by the carrier you find damage to the packaging or lack of merchandise, you must indicate it in the Albarán that the carrier will deliver to you and make it known as Greenice immediately through the completion of the “Incident form ”Located in your private area of ​​my account, selecting the option“ TRANSPORT BREAK. I want product replacement ”. Any claim filed or hitting the product after 24 hours from the receipt of the product, will be rejected.

The procedure to be followed to manage the claim for “product breakage in transport” will be as follows:

  • The customer, within 24 hours following the receipt of the product by the transport company, must proceed to put in Greenice what happened. This must be carried out proceeding to complete the "Incident notification form", selecting the option "Transportation. I want product replacement ”.
  • All required fields must be completed and attached photography of the damaged material.
  • Once the form has received, Greenice staff will contact you within 24/48 hours.
  • Depending on the obviousness of the case, Greenice may choose, or request the previous collection for subsequent examination of the product damaged by transport, and subsequently, if the damage has effectively been due to causes of transport and not because of the use of the customer, send again The product. Also, Greenice, may choose to send, directly, to the reception of the completed form, a new product.