How to return a product ordered?

At GreenlandMX we grant our customers 30 calendar days to make a return, instead of the 14 days stipulated by law.

To make a return, you must access your user account and click on the "Order history" section where all your orders will be displayed.

Select the order with the product you want to return and click on the option "Request return". A new screen will automatically appear to select the product or products to be returned, as well as a drop-down menu to choose the reason for the return. Additionally, it is possible to enter comments or clarifications as well as the option to modify the pick-up address of the return shipment.

* Please, bear in mind that this option will only be available within 30 days after the shipment has been received.

To finish, press the "Request" button.

Once the return request has been sent, our customer support team will review that the form was completed correctly and will proceed with the authorization or denial of the return.

If the return shipment is authorized, an email will be sent with the confirmation and the RA or return shipment number to guarantee a complete traceability of your return.

Instructions will also be sent to generate the return label of the logistic supplier that will collect the package with the products to be returned.

Very important: Please mark the RA number assigned clearly on the package containing the products to be returned. 

 

Return Policy

Deadline

Private customers are entitled to a period of 30 calendar days to notify their intention to return one or more products of their order, with the exception of OEM Parts. In this case, the return period will be 14 calendar days.
At GreenlandMX we offer you twice as long a period as that provided for in Real Decreto Legislativo 1/2007, 16th November (period of only 14 calendar days upon receipt of the order).

* Returns after the 30-day period will be studied individually, and in case of acceptance, they will carry a surcharge depending on each specific case.

Exceptions:

As established in article 103 of Real Decreto Legislativo 1/2007, 16th November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, returns of the following products will not be accepted:

· Products that have been used, manipulated, opened or that do not retain their original packaging or labelling.
· Products or parts ordered from the manufacturer at the express request of the customer, such as Original Spare Parts, products with special or infrequent sizes or measurements, which at the time of purchase do not appear with the option "In Stock. For instant shipping".
· Custom products made according to user specifications, or clearly personalised products.
· Gift Cards

GreenlandMX reserves the right to decline an exchange/return request, or apply a surcharge, if any of the above points are not met.

 

Product return procedure:

Returns can only be initiated through the corresponding webform, which you will find in your customer area by clicking on "Order History". There you can visualise all previous orders and you can select the order for which you wish to initiate a return shipment.

For smooth processing, we recommend you follow the steps indicated here.

As soon as we have received your return request, we will proceed to validate it and send you the label of our logistics company and the procedure to follow so that you can organise the return as soon as possible.

The products must be returned in perfect conditions, without having been used or manipulated.

Likewise, the original packaging of the product must be in perfect conditions, without any broken parts, dirt, shipping labels or packaging tape and well protected.

If it is not possible to return the goods in the original packaging and in perfect conditions, the goods will suffer a depreciation. The company reserves the right to refuse and return to the customer products that do not meet these requirements. In this case, the cost of the return shall be borne by the customer.

Returns must be delivered to our facilities within a maximum period of 30 calendar days from the date of receipt of the product. Otherwise, they will be rejected and returned.

Once the perfect condition of the goods has been verified, we will refund the purchase price within a maximum period of 6 to 14 days upon their receipt.

Changes and size reservations are not available. In case of a size change, the customer must place a new order and separately make the corresponding return in the standard way.

 

Return shipping costs:

If you order GreenlandMX to carry out the return, the cost of returning the product(s) will be charged to the customer. This amount is 18€.

Returns of large or heavy products will generate additional charges depending on the weight or volume.

If you have any additional questions or require further clarification, please do not hesitate to contact our customer service. 

 

Return for failed delivery:

In case of a failed delivery due to circumstances beyond the control of our company or the freight forwarder, such as:

· Incomplete or erroneous address provided.

· Repeated absence at home or at the delivery address.

· Failure to collect the package within the deadline at the pick-up point selected by the customer.

Rreturn costs to our warehouse will be applied to be borne by the customer.

For the transport costs associated with this type of incident will apply 18€.

If you wish the parcel to be reshipped, the service will have an associated cost of 30€.

The return of bulky or heavy products will carry additional transport costs depending on the weight or volume.

Return costs apply to orders returned or not collected by the customer unless our  customer service has approved to assume these costs.
For any further questions or clarification, please do not hesitate to contact our customer service.