Ensolar Energia operates with full transparency and respect for its customers. Our Exchange and Return Policy follows the Consumer Defense Code (Law 8.078/1990) and was created to ensure security for both you and our team.

Before returning any product, please contact our Customer Service to receive shipping instructions. Returns without prior authorization will not be accepted.

1. Right of Withdrawal (Article 49 of the CDC)

You can request the cancellation of your purchase within 7 calendar days from the receipt of the product.

To make a return, it is necessary that:

  • The product is unused, undamaged, and in perfect condition.

  • It is returned in its original packaging, with all accessories, manuals, and Invoice.

  • Photos of the product and packaging will be sent for evaluation before authorization.

  • After authorization, shipping must be done within 5 business days.

  • The tracking code will be sent within 48 hours after posting.

In cases of exercising the right of withdrawal, as per Article 49 of the CDC, the return shipping cost will be covered by the store when the product is unused, in perfect condition, and suitable for resale as new.

If the product shows signs of use, wear and tear, violation of the original packaging, or any condition that disqualifies it as new, the return costs may be the customer's responsibility, and a proportional discount or refusal of refund may occur, as permitted by law.

Large products may have transport limitations depending on the region. In these cases, it will be necessary to arrange the return method with our team.

2. Exchange for Manufacturing Defect (Legal Warranty – 90 days)

We offer a 90-day warranty for manufacturing defects.

Mc:

  1. Send photos or videos demonstrating the defect.

  2. If necessary, the product will be sent for technical analysis.

  3. Shipping for analysis will be paid by Ensolar Energia after prior confirmation of the defect.

  4. The deadline for completing the technical report is up to 15 business days.

If the defect is confirmed, you can choose between:

  • Receiving a new, identical product;

  • Exchanging for another available model (paying any difference);

  • Full refund.

If no defect, misuse, or incorrect installation is found:

  • The exchange will be refused;

  • The product will be returned to the customer;

  • The return shipping cost will be the customer's responsibility.

3. Exchanges Due to Incorrect Choice

We do not process exchanges for incorrect purchases of size, model, voltage, or design technique. All characteristics are defined on the website.

4. Order Cancellation by the Company

The order may be automatically canceled in cases of:

  • Payment failure;

  • Incorrect data;

  • Stock unavailability;

  • Inability to deliver due to logistics;

  • Suspected fraud.

In any of these cases, the amount will be 100% refunded using the same payment method.

5. Logistics Limitations

Large products may have delivery and return restrictions depending on the region. When necessary, alternatives will be presented, such as the use of a carrier indicated by the customer or pickup at the distribution center.

6. Customer Service Center

Email: atendimento @ensolarenergia.com.br
WhatsApp: ( 62) 9 9938-2689
Hours: Monday to Friday, from 8 am to 6 pm