Returns & Exchanges

If you wish to return or exchange a product, or cancel a course, you can do so under the conditions below. Please read the relevant sections carefully.

RETURNS

Statutory right of withdrawal (physical products) – 14 calendar days
  • You have 14 calendar days from receipt to withdraw from your purchase without giving a reason. The product must be in perfect condition, unused, complete and in its original packaging.
  • If the product has been used or has lost value through handling beyond what was necessary, the return will not be accepted.
  • Arranging and paying for the return to our premises is the customer's responsibility (except for a defective product or a shipping error on our part).
  • The price of the product will be refunded. The original shipping costs are not refundable.
  • After 14 calendar days from delivery, we are unable to process returns.
  • Green Maiden S.L. reserves the right to withhold the refund until the product has been received. If the parcel sent by the customer is lost or goes missing in transit, we cannot be held responsible.
Statutory exceptions to the right of withdrawal (not eligible for return):
  • Digital content (online courses) once access has begun, or the content has been played or downloaded — the customer accepted the loss of the right of withdrawal at the time of purchase.
  • Personalised or made-to-measure products (e.g. artworks, made-to-order canvases).
  • Opened consumables or partly used ones (resins, pigments, sands, pastes).
Return of a defective product or a shipping error (physical products):
  • If the item arrives defective or does not match what you ordered, contact us at info@greenmaiden.art as soon as you receive it (with photos and a description).
  • We will arrange the exchange or refund at no cost to you and will refund, where applicable, the delivery and return costs.
  • We will act as quickly as possible; once checked, the refund or exchange will be carried out within a reasonable period (max. 14 days from our confirmation).
Returns on Online Courses
  • You have 14 calendar days to withdraw from the purchase, provided you have not accessed or downloaded the course.
  • Once the digital content has been started or downloaded, withdrawal is no longer possible (art. 103, Spanish Consumer Act).
  • To exercise the right of withdrawal, write to info@greenmaiden.art within the legal period. Once we have confirmed the access has not been used, the amount will be refunded within a maximum of 14 days.

EXCHANGES

Exchanges on Physical Products
  • Exchanges must be for an item of the same value. If you exchange for one of lower value, we will issue a credit note with no expiry date for the difference.
  • If you exchange for a product of higher value, you pay the difference.
  • The exchange will be handled within a maximum of 5 working days after we receive the product; the new shipment goes out in 24–72 h.
  • In the case of an exchange or return involving customs costs, these are borne by the customer.
  • The cost of returning the item to our premises is borne by Green Maiden S.L. through the carrier Correos Express.
Exchanges on Online Courses

You may request to exchange an online course for another of the same value, provided you have not accessed or downloaded any content from the course originally purchased. If you choose a course of higher value, you pay the difference.

Once the digital content of the course has been accessed (logging in, viewing lessons or downloading materials), neither an exchange nor a return is possible.

COURSES + MATERIALS KITS

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

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

Worked examples:

  1. I did not start the course + I return the kit → Full refund (course + kit).
  2. I started the course + I return the kit → Refund of the kit only.
  3. Defective kit → Replacement or refund of the kit at no cost.

PROMOTIONAL ITEMS AND GIFTS

Items bought in promotions or with discounts may be returned or exchanged under the same conditions set out 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 the case of exchanges, the amount paid in the promotion is also taken as the basis for the transaction.

If the order included a gift associated with the purchase, 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 amount refunded.