RETURNS, EXCHANGES AND REFUNDS POLICY
Effective date: 04/09/2026
1. General principles
This Policy applies to purchases made in the Brazilian store and must be read in conjunction with the mandatory rights provided for under Brazilian consumer protection legislation.
Physical returns relating to Brazilian orders will be processed domestically in Brazil, in accordance with instructions provided after the request is opened.
2. Right of withdrawal for online purchases
Consumers who contract outside a commercial establishment, including online, may withdraw from the purchase within the legal period of 7 (seven) days, counted in the manner provided for by Brazilian legislation.
To exercise the right of withdrawal, the consumer must communicate their decision by email to brasil@greenhouseseeds.com.br, providing the order number and the details necessary to identify the purchase.
When the right of withdrawal is exercised within the legal period and conditions, return instructions will be provided and amounts paid will be refunded in accordance with applicable legislation, by the appropriate method.
3. Incorrect, damaged, defective product or operational error
If the customer receives an incorrect, damaged or defective product, or if there is a picking/fulfillment error, the customer must contact us as soon as the issue is identified.
To expedite the analysis, we may request the order number, description and photographs of the product/packaging where relevant. The request for evidence will not be used to restrict rights guaranteed by law.
4. Possible remedies
Depending on the case, applicable legislation and the consumer legally guaranteed choice, the remedy may include exchange, resending, price reduction, store credit when accepted by the consumer, or partial/full refund.
5. Physical return
No product should be sent without return instructions, to avoid loss or incorrect routing.
When the return arises from valid exercise of the right of withdrawal, defect, damage, incorrect product or error attributable to the operation, costs will be handled in accordance with applicable Brazilian legislation. The customer will receive instructions on the address or posting method in Brazil.
6. Refunds
After confirmation of the right to a refund and, where applicable, receipt/validation of the return, the refund will be requested to the payment method used for the purchase or carried out by another legally appropriate method.
The time for the credit to appear may depend on the bank, card issuer, acquirer or payment provider, as well as applicable legal timeframes.
7. Situations not covered by change of preference after the legal period
After the legal withdrawal period ends, return requests motivated solely by a change of preference may not be accepted, unless there is another right provided for by law or Ecommerce Logistics Solutions LLC voluntarily accepts the return.
This rule does not affect rights relating to defects, non-conformity, discrepancies, non-compliance with the offer or other cases protected by legislation.
8. Fraud and abuse
Requests may be verified for fraud and abuse prevention. Anti-fraud measures will not be applied in a way that unduly prevents or hinders the exercise of legitimate consumer rights.
9. Chargebacks
Before opening a payment dispute, we recommend contacting us at brasil@greenhouseseeds.com.br so we can try to resolve the issue directly. This recommendation does not limit the consumer legal rights.
10. Contact
Returns, exchanges or refund requests: brasil@greenhouseseeds.com.br.