Sales Conditions

Sales conditions

All of the goods sold are guaranteed underLaw 23/2003 of 10 July, on Guarantees covering sales of consumer goods,, which gives the consumer several options if the goods acquired don't meet the provisions of the purchase contract, including repair and/or replacement of the goods. It recognises consumers' rights to have the goods repaired, replaced, discounted or termination of the contract. (art. 4).

By accepting the general conditions of sale, customers hereby declare that they are of age (at least 18 years old) and have the legal capacity to acquire the products offered through www.greenice.com.es and that they understand and comprehend the general conditions in full.

Under no circumstances shall GreenIce accept orders from individuals that are under age. Any order placed by a minor will be cancelled immediately by GreenIce and any payment made, reimbursed in full immediately.

All products sold by GreenIce have a 2-year guarantee from the delivery date. GreenIce shall be responsible for any manufacturing defects found in the items, and shall have the choice of repairing or replacing said items.

The product to be repaired or replaced must be that shipped out by GreenIce, with the corresponding packing slip and/or invoice, or a document provided previously by GreenIce. The guarantee will not apply if no proper documentation is provided.

GreenIce shall not be responsible for any damage caused by non-professional installation, improper use, handling and/or short circuits. The guarantee does not cover damage caused by external factors, such as power surges or cuts, abnormal use of the product, fire, water, storms, dropping the item or misuse by individuals or companies not authorised by GreenIce. Likewise, GreenIce shall not be held responsible for installing, disassembling, inspecting, etc. expenses arising from replacement of the defective or erroneous part, or any other similar issues.GreenIce will provide the customer with the proper product, sending it to the address provided.

In the case of defective products, GreenIcewill organise transport of the defective product using our standard shipping agent. After the defective product has been received at the GreenIce warehouse, it will be studied by GreenIce technicians. The guarantee does not apply to any products shown to be damaged or broken by the customer or user, nor for partial damage caused to the product in order to force application of the guarantee as a way to ensure exchange or reimbursement for the product.

For any aspect of this guarantee that does not fall under Law 23/2003, the provisions of Law 7/1996, of 15 January, on the Regulation of Retail Trade, shall apply.

The guarantee or voiding thereof must be processed according to the instructions below for each case as described here(Greenice undertakes to contact the customer within 24 hours to begin processing the incident):

Product return

Products acquired may be returned within 30 days of delivery.

The procedure is as follows:

  • Fill in the returns form on the greenice.com.es website, selecting the optionI don't like the product. I want to return it..
  • You must provide all the information required on the form.
  • Once we have received your form requesting a return, our staff will contact you to arrange to pick up the material you would like to return.
  • Once we have received and examined the material, you will be reimbursed within 15 days.

All returns must be received properly packed, whole, in their original packaging and with the return authorisation number provided and a copy of the purchase invoice. Greenice will arrange for pick-up of the material to be returned and pay for return shipping. If the customer decides to ship the materials to be returned on their own, GreenIce shall not be responsible for the charges arising from said shipping. GreenIce will only cover the return shipping costs when the return has been processed through the standard shipping agent.

Only products in perfect conditions, not damaged in any way, will be accepted for return and reimbursement. Products that are scratched or in poor conditions, have been manipulated or are not in their original packaging will not be accepted for return.

Once the items are received at our warehouse and our staff has checked that they meet the aforementioned requirements, we will proceed to reimburse the full amount. Customers will not be reimbursed for shipping costs.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Returning defective products

All products sold by GreenIce have a 2-year guarantee from the date of delivery. GreenIce shall be held responsible for any manufacturing defects found in the items, and shall have the choice of repairing or replacing said items. The guarantee will be processed as follows:

  • The customer must fill in the Incident Notification form on the left-hand side of the website, selecting the option that applies in each case.
  • GreenIce will process the incident within 24-48 hours of receiving it.
  • The item will be collected and examined by the GreenIce technical staff.
  • If possible, the product will be repaired, otherwise it will be replaced.

No reimbursements will be given for defective products returned more than 30 days after delivery.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Damage in transit

If the package is damaged or missing items when received from the shipping agent, this must be noted on the packing slip and GreenIce notified immediately using the Returns Form, selecting the option: Damaged in transit. I want a replacement product. Any claims regarding broken or damaged products lodged more than 24 hours after delivery will be rejected.

The procedure to process a claim regarding Damaged in transit is as follows:

  • Within 24 hours of delivery of the product, the customer must notify GreenIce of what has occurred. This must be done via the Incident Notification form, selecting the option: Damaged in transit. I want a replacement product.
  • All the required fields must be filled in, with photos of the damaged materials attached.
  • Once we have received the form, GreenIce staff will contact you within 24-48 hours.
  • Depending on the clarity of the case, GreenIce may first opt to have the damaged item collected to be examined and then, once the damage has been verified as caused by transport and not the customer, send a new product. Likewise, GreenIce, may choose to send a new product immediately upon receiving the duly completed form.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Wrong product shipped

If GreenIce has shipped the wrong product, the customer must notify the company within 48 hours of delivery. The procedures for said notification is as follows:

  • The customer must fill in the Incident Notification Form on the greenice.com.es website.
  • All fields must be filled in, marking the option: Wrong product shipped. I want to exchange it for the right one, along with the code of the product ordered and the code on the product received.
  • Once we have received the form, GreenIce staff will contact you within 24-48 hours.
  • GreenIce will arrange to have the incorrect item collected to be examined and, once it has arrived to our warehouse and we have checked that it is in proper conditions, we will send the right product. When GreenIce deems it appropriate, at our sole discretion, the correct items may be sent first and exchanged for the product sent by mistake at delivery.

Any claims regarding wrong product shipped lodged more than 48 hours after delivery will be rejected.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Wrong amount shipped. Product missing

If your order is missing units of one of the items purchased, notify us within 48 hours of delivery, following the procedure explained below:

  • The customer must fill in the Incident Notification form on the greenice.com.es website.
  • All fields must be filled in, marking the option: Wrong amount I want to receive the correct amount and indicating the code of the product ordered, the amount received and the amount ordered.
  • Once we have received the form, GreenIce staff will contact you within 24-48 hours.
  • After verifying that the number of units sent was incorrect, we will ship the missing units.

Any claims regarding wrong amount shipped lodged more than 24 hours after delivery will be rejected.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Cancel order

If you would like to cancel your order, as long as it hasn't been shipped yet, notify us via the following procedure. Cancellations will not be accepted by phone or e-mail.

  • The customer must fill in the Incident Notification form on the greenice.com.es website
  • All fields must be filled in, marking the option: I want to cancel my order and indicating the corresponding information.
  • Once we have received the form, GreenIce staff will contact you within 48-48 hours.
  • After cancelling your order, we will reimburse you for the payment made, when applicable. For COD and Cash payments, no reimbursement will be made.

If COD payment is selected and the order is not cancelled but refused at delivery, the customer will be held responsible for the associated shipping charges, payable to GreenIce.

The customer may cancel part of an order as long as it hasn't been dispatched yet. If the goods have already been dispatched, the customer must accept delivery of the whole order and then may use the request for return/replacement procedures, as explained in the Conditions of Sale.

All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.

Delay in receiving order

  • As indicated in the Shipping Times section described above, products that are in stock will be delivered within 24-48 hours from the time payment is received.
  • All products show an approximate delivery time, which on occasion may change slightly.
  • If your order has been delayed, our Customer Service Department will contact you to notify you of the new delivery date. We will always do our best to deliver the goods as quickly as possible.
  • If, for some reason, our staff has not been able to contact you, you can inquire into the status of your order by calling any of the numbers listed on the website or filling in the Incident Notification form, marking the option: I haven't received my order, and indicating your information and that of the order. Our staff will contact you within 24-48 hours with an answer.
  • All purchases made through direct offers from Greenice to the customer shall be governed by the same conditions.