Returns & Refunds

Last updated: September 11, 2026

This Returns & Refunds Policy applies to wholesale and business-to-business (B2B) purchases from PlatanoPR / Platanoflo ("PlatanoPR," "we," "us," or "our") made through b2b.platanopr.com or any affiliated channel. By placing an order you agree to the terms below.

1. Return Window — 2 Days

Returns are normally accepted only when requested within two (2) days after receipt of the goods. Requests made after this two-day window will not be accepted. "Receipt" means the date the goods are delivered to the buyer or the buyer's designated address or carrier, as shown by delivery records.

2. Required Documentation

All return requests must include proper documentation. Without complete documentation, a return will not be accepted. Required documentation includes, at a minimum:

• Proof of purchase and the applicable order number or invoice number. • A clear description of the issue and the specific items and quantities affected. • For damaged, defective, or incorrect goods: dated photographs (and/or video) clearly showing the problem, the product, and, where relevant, the packaging and shipping label.

We may request additional information reasonably necessary to evaluate the request. Approved returns are issued a Return Merchandise Authorization (RMA); no goods may be returned without a valid RMA, and any goods sent without one may be refused or returned to the buyer at the buyer's expense.

3. Inspection on Receipt

Buyer is responsible for inspecting all goods promptly on delivery. Shortages, visible damage, or incorrect items must be documented and reported within the two-day window described above. Signing for a delivery without noting visible damage may limit available remedies.

4. Condition of Returned Goods

Except for goods that are damaged or defective on arrival, items must be returned unused, in original and resalable condition, in their original packaging with all labels, accessories, and materials intact. We reserve the right to reject or reduce credit for goods that do not meet these conditions.

5. Restocking Fees

Approved returns of non-defective goods may be subject to a restocking fee, applied at our sole discretion, to cover handling, inspection, and repackaging. Any applicable restocking fee will be deducted from the credit or refund.

6. Return Shipping Costs

Unless the return is due to our error (such as a defective item or an item shipped incorrectly by us), the buyer is responsible for all return shipping costs and bears the risk of loss until the goods are received and inspected by us. We recommend using a trackable, insured shipping method.

7. Non-Returnable Items

The following are final sale and not eligible for return, exchange, or refund, except where a defect is documented within the two-day window and required by applicable law:

• Clearance, closeout, liquidation, and marked-down items. • Special-order, custom, personalized, or made-to-order goods. • Goods that have been used, installed, altered, or damaged after delivery.

8. Refunds and Credits

Approved refunds or credits are issued after the returned goods are received and inspected. We may, at our discretion, issue the remedy as store credit, replacement, or a refund to the original payment method, net of any restocking fee and non-refundable charges. Original shipping, handling, and freight charges are non-refundable except where the return is due to our error. Please allow a reasonable processing period for any credit to appear.

9. Order Cancellations

Orders that have entered fulfillment or production may not be cancellable. Requests to cancel should be submitted as early as possible and are accommodated at our discretion.

10. Discretion and Changes

Nothing in this policy limits any non-waivable rights you may have under applicable law. Except as required by law, all returns are accepted at our discretion in accordance with this policy, which we may update at any time. The version posted here at the time of your order governs that order.

11. How to Request a Return

To start a return, contact us within the two-day window with your order number and the required documentation:

• Email: sales@zadikase.com • Phone: 939-545-4623 or 1-888-272-7195