Refund Policy

Ensolar Energia works with transparency and commitment to its customers. This Refund Policy has been prepared in accordance with the Consumer Protection Code (Law No. 8,078/1990) and is an integral part of our Exchange and Return Policy.

Before any return or refund request, it is mandatory to contact our Customer Service to receive formal instructions. Returns sent without authorization will not be accepted.

1. Return for Repentance (Art. 49 of the CDC)

The customer may request the cancellation of the purchase due to repentance within 7 calendar days from the product collection.

For return approval:

The product must be unused, without variations, and in perfect condition.
It must be sent in its original packaging, with all accessories and the Invoice.
The customer must send photos of the product and packaging before authorization.
After authorization, the product must be posted within 5 business days.
The tracking code must be sent within 48 hours.

Return shipping for claims is the customer's responsibility.

Large products may have logistical limitations depending on the customer's region; in this case, the return method will be arranged with our team.

2. Refund

The refund will be processed only after the product is picked up and technical analysis is completed, verifying that the return conditions have been met.

Refund deadlines:

Credit card: reversal within 2 subsequent invoices, as per the operator.
PIX or bank slip: refund within 10 business days after approval.

The refund will be denied if there is:

evidence of use;
damage or defects;
absence of accessories;
violation of the conditions of this policy.

In this case, the product will be returned to the customer, upon payment of return shipping.

3. Product Warranty

Ensolar Energia offers:

12-month warranty for all main products, including:
electric motorcycles, batteries, inverters, drivers, solar panels, chargers, and power systems.
90-day legal warranty for accessories and wear and tear items, as per the CDC.

The warranty covers exclusively manufacturing defects.

4. How to claim the warranty

To request a warranty analysis, the customer must:

Send photos or videos that demonstrate the defect.
Provide details about use and installation.
Await authorization for shipping, when applicable.

Shipping costs for analysis will be the responsibility of Ensolar Energia only after preliminary identification of a possible manufacturing defect.
If the defect is not confirmed, the product will be returned to the customer upon payment of shipping.

Technical analysis period: up to 15 business days.

If a manufacturing defect is confirmed, the customer may choose between:

receiving a new identical product;
exchanging for another model (with value adjustment if necessary);
receiving a full refund.

The warranty will be denied in cases of:

misuse, falls, impacts, or collisions;
incorrect installation or improper exposure to harsh weather;
damage from water, rain, infiltration, or oxidation;
electrical overload, short circuit, or use of inappropriate chargers;
opening, altering, or repairing by unauthorized third parties;
absence of originally sent accessories or components.

5. Solar Panels and Batteries – Important Information

Solar panels

They have two distinct warranties:

Product Warranty: 12 months against manufacturing defects.
Performance Warranty: as per manufacturer's forecast (e.g., 90% in 10 years and 80% in 25 years).