Exchanges and Returns

If you wish to return or exchange a product or cancel a course, you may do so in accordance with the following conditions. Please read the specific sections carefully.

RETURNS

Legal withdrawal period (physical products) – 14 calendar days
  • You have 14 calendar days from receipt to cancel your purchase without needing to justify the reason. The product must be in perfect condition, unused, complete, and in its original packaging.
  • If the product has been used or shows a decrease in value due to unnecessary handling, the return will not be processed.
  • The management and cost of the return to our facilities is the responsibility of the customer (except for defective products or shipping errors on our part).
  • The price of the product will be refunded. Original shipping costs are non-refundable.
  • After 14 calendar days from delivery, we will not be able to process returns.
  • Green Maiden SL reserves the right to withhold the refund until the product has been received. We will not be held responsible if the package sent by the customer is lost or misplaced during shipping.

Legal exceptions to withdrawal (no refunds):
  • Digital content (online courses) once access/playback or download has begun, the customer accepted the loss of the right of withdrawal from the purchase.
  • Customized or made-to-measure products (e.g., artworks, canvases made to order).
  • Open or partially used consumables (resins, pigments, sands, pastes).
  • How to exercise the right of withdrawal (physical products):

Returns due to defective product or shipping error (physical products):

  • If the item arrives defective or does not match your order, please contact us at info@greenmaiden.art as soon as you receive it (with photos and description).
  • We will arrange the exchange or refund at no cost to you and will reimburse, if applicable, the delivery and return costs.
  • We will act as quickly as possible; once reviewed, the refund/exchange will be processed within a reasonable time (max. 14 days from our confirmation).

Refunds on Online Courses

  • The user has 14 calendar days to withdraw from the purchase provided that they have not accessed or downloaded the course.
  • Once the digital content has been started or downloaded, withdrawal will not be possible (art. 103 Consumer Law).
  • To exercise the right of withdrawal, the customer must write to info@greenmaiden.art within the legal timeframe. After verifying that the access has not been used, the amount will be refunded within a maximum of 14 days.

CHANGES

Changes in Physical Products
  • Exchanges must be made for an item of the same value. If you exchange it for a lower-priced item, we will issue a voucher with no expiration date for the difference.
  • In case of a change to a higher-priced product, the customer will pay the difference.
  • The exchange will be processed within a maximum of 5 business days after receiving the product; the new shipment will be made within 24/72 hours.
  • In case of exchange or return with customs costs, these will be borne by the customer.
  • Return shipping costs to our facilities are covered by Green Maiden SL through the company Correos Express.


Changes to Online Courses

The user may request to exchange an online course for another course of equal value, provided they have not accessed or downloaded any content from the initially purchased course. If the customer chooses a more expensive course, they must pay the difference.

Once you have accessed the digital content of the course (login, viewing lessons or downloading materials), it will not be possible to make a change or a refund.

COURSES + MATERIAL KITS

These orders include a digital course and a physical kit, with different rules:

  • Digital course : can be cancelled within 14 days provided it has not been started, viewed, or downloaded.
  • Physical kit : returnable within 14 days if unused, complete and with seals intact.

Case studies:

  1. I didn't start the course + I'm returning the kit → Full refund (course + kit).
  2. I started the course + I'm returning the kit → Refund only for the kit.
  3. Defective kit → Replacement or refund of the kit at no cost.

ITEMS ON PROMOTION AND GIFTS

Items purchased on promotion or with discounts may be returned or exchanged under the same conditions established in the returns section. In the case of a return , only the amount actually paid during the promotion will be refunded, not the original price of the product.

In case of changes , the amount paid under the promotion will also be taken into account as the basis of the transaction.

If the order included a free gift, it must be returned along with the rest of the products. If it is not returned, the retail price of the gift will be deducted from the refund amount.