After-sales

A product is defective what do I need to do to receive a new product?

All products marketed by GREENICE have a guarantee period of 2 years to count from the date of delivery to the customer of the material of your order. GreenIce It will be responsible in case of manufacturing defect in the product, being able to opt, to decision of GreenIce, by the repair or substitution of the same one.
The process for processing the guarantee shall be as follows:
  • The customer must complete the incident notification form their private area of my account, selecting the option of "the product is defective." "I want to change it for a new one" and indicating the code of the product in question.
  • GREENICE shall process its incidence within 24/48 hours from the receipt of the same.
  • Depending on the case, and being the sole and only decision of Greenice, the following possibilities fit:
    1. Shipment of the reposition order with new MATERIAL (without collecting the defective product/s), after sending the images or video that will be required by our service of claims and incidents.
    2. Shipment of reposition order with new MATERIAL (with simultaneous collection of defective products). In this case, the dealer will give you his replacement order and collect the defective material, having to enter in the package the RMA document that will be sent by our service of claims and incidents.
    3. Prior collection of defective MATERIAL and subsequent dispatch of the replacement order. It will to manage the collection for the subsequent examination of the product by the technicians of GreenIce. The product shall be repaired and, if it is not possible to repair it, to replace it.
    In no case will a product be credited after 30 days from the delivery of the same, but will proceed to its replacement.

I received a wrong product how can I get the right one?

In case of shipment of the wrong product on the part of GREENICE, this must be communicated within 48 hours from the receipt of the wrong product, being rejected any claim made after the period indicated.
The procedure for carrying out such communication shall be as follows:
  • The customer must complete the "Incident notification form" located in the client's private area (my account).
  • All required fields in the form must be completed by selecting the "Product is wrong" option. "I want to change it for the correct" and indicating the product code requested and the product code received.
  • Upon receipt of the form, the GREENICE staff will be contacted within 24/48 hours.
  • Depending on the case, and being the sole and only decision of Greenice, the following possibilities fit:
    1. Sending the correct MATERIAL and collecting the product sent by mistake in the same operation and simultaneously. In this case, the dealer will give you the correct replacement order and collect the wrong material, having to enter in the package the RMA document that will be sent by our service of claims and incidents.
    2. Prior collection of the product sent by mistake and subsequent sending of the correct order. GreenIce may request the prior collection of the product sent by mistake and to the receipt of the same in our warehouse, and after the pertinent verification that the material sent by mistake is in correct condition, it will proceed to the shipment of the correct product.

I received a damaged product in the transport how can I get a new one?

If at the time of receipt of the merchandise by the carrier you notice damages in the packing or lack of merchandise, you must indicate it in the delivery note that the carrier will give you and to put it in knowledge of GreenIce immediately by means of the Filling in the "incident form" located in your private area of my account, selecting the option "Break in transport." "I want to replenish the product." Any claim filed breakage or strike in the product after 24 hours after receipt of the product will be rejected.
The procedure to be followed to manage the claim for "product breakdown in Transport" shall be as follows:
  • Within 24 hours of receipt of the product by the transport company, the customer must proceed to put in communication of GreenIce What happened. This must be done by completing the "Incident Notification form", selecting the "Break in transport" option. "I want to replenish the product".
  • All required fields must be filled in and attached photograph of the damaged material.
  • Once the form is received, the GREENICE staff will contact you within 24/48 hours.
  • Depending on the obviousness of the case, GreenIce may opt, either by requesting the previous collection for subsequent examination of the damaged product in transport, for later, if indeed the damage has been caused by transport and not using the client, send New product. Also, GreenIce, you can opt to send, directly, to the receipt of the completed form, a new product.