Terms of Sale
Made-to-Order Products
Made-to-order products have a longer delivery time, which will be indicated on each product listing. Cancellations or returns are not accepted for these products, except in cases of manufacturing defects. In such cases, a replacement with the same product will be offered within the first 14 days. After this period, you must contact the manufacturer directly to make use of the warranty.
Out-of-Stock Items
We work with the leading brands in the industry. However, stock shortages may occasionally occur, so product availability is not guaranteed at all times.
If a product is unavailable, the customer will be notified within a maximum of 24 hours and may choose to wait for the estimated delivery date or receive a refund for the amount paid for that product. The customer may also request cancellation of the entire order, provided they notify us within 48 hours of receiving the email informing them of the product’s unavailability.
Whole Green shall not be held responsible for any delays, as some products are subject to third-party interventions.
Payment Methods
Credit Card or Bizum
We accept VISA, Mastercard, Maestro, debit cards, and Bizum. We offer a highly secure payment method verified by Redsys and encrypted at 128 bits. During the checkout process, before entering any information, you will be redirected to your bank’s website, where you will input your card details. The data exchange takes place entirely on your bank’s website, not ours. This WEBSITE never has access to your banking details.
Redsys is the most widely used payment system in Spain, handling 98% of online card transactions.
Unauthorized transactions may occur if your card is not enabled for secure online payments. Please contact your bank to resolve this issue.
Pay in 3 Interest-Free Installments with PayPal
Split your purchase from €30 to €2000 into 3 interest-free payments with PayPal (0% APR). Buy what you need, when you need it, and pay in 3 installments without extra cost.
Make sure that installment payments are available in your country’s PayPal platform.
Bank Transfer
PAYMENTS BY BANK TRANSFER MAY TAKE 1 TO 3 BUSINESS DAYS.
You may make a direct deposit or bank transfer to our account. Please indicate the order number or reference in the payment description, as well as your full name.
Bank: CAIXABANK
Beneficiary: Whole Green S.L.
IBAN: ES49 2100 3362 5122 0012 4619
BIC Code (Swift Code): CAIXESBBXXX
Once we receive the payment (any bank fees are the client’s responsibility), we will notify you via email.
For orders from outside the Eurozone, Whole Green S.L. reserves the right to either request an additional amount to cover exchange rate losses or to reduce the order contents accordingly.
Prices and Taxes
Product prices in the shopping cart include VAT but do not include shipping costs, which are calculated during checkout.
For orders to the Canary Islands, Ceuta, or Melilla, VAT will be deducted after entering the shipping address.
Purchases made by individuals residing in EU member states are subject to VAT.
Purchases by individuals or companies from non-EU countries are exempt from VAT.
To check customs import duties in various countries, you can visit the European Commission’s Directorate-General for Trade database. You must enter the appropriate TARIC code to perform queries.
Shipping
Mainland Spain and Portugal
Orders over €50 (Spain) and €100 (Portugal) qualify for free shipping, up to 15kg. Many products allow for a higher weight limit. If your order incurs shipping charges, these will be detailed before payment.
Balearic Islands and Andorra
If the system shows no shipping option for your address, contact us via phone at +34 918141242, WhatsApp at +34 638706279, or email at pedidos@wholegreen.es. We will provide you with a quote and optimize shipping costs.
Whole Green is not responsible for any customs procedures or fees.
Canary Islands, Ceuta, and Melilla
If the system shows no shipping option, it’s because your order exceeds the weight limit. Please contact us using the above contact methods, and we’ll offer you a tailored quote.
Whole Green is not responsible for any customs procedures or fees.
International Shipping
If no carrier is available for your location, please contact us via phone, WhatsApp, or email for a personalized shipping quote.
Whole Green is not responsible for customs procedures or fees.
DHL Air Shipping
DHL does not allow air shipment of hazardous goods (e.g., fertilizers, sprays). If DHL Air is selected and your order contains such items, we will switch to DHL Ground. If ground shipping is unavailable for your country, we’ll look for an alternative. If none is found, the order will be canceled and refunded.
Other Considerations
Orders are not shipped or delivered on Saturdays, Sundays, or holidays.
Courier companies do not accept packages over 40kg or exceeding 3m in combined dimensions (height + width + length). Oversized items will be shipped on a mini pallet with curbside delivery.
Biological pest control products are always made-to-order and require prepayment, as they are living organisms. These must be picked up quickly after arrival to avoid loss of viability. Refunds are not accepted for these products.
We work with various couriers such as Nacex, Correos Express, DHL, UPS, GLS, Ontime, Palibex, and Correos. We reserve the right to select the carrier based on the type of shipment, items, and destination unless DHL is expressly selected.
Once the order leaves our warehouse, the courier is responsible for any incidents (damages, delays, lost packages, etc.).
If you ordered bulbs, check them immediately upon delivery. If damaged, report it at the time of delivery.
For any transport-related damage or defect, please note it on the delivery slip and/or contact us within 24 hours. Beyond that timeframe, insurance coverage is void.
You will receive an email when your order is shipped. You can also track it from your client area.
If we cannot meet the estimated delivery time, Whole Green S.L. will notify you with the reason for the delay and possible alternatives.
Whole Green S.L. is not responsible for delays caused by customs in the destination or transit countries.
Whole Green S.L. is not responsible under any circumstance for shipments confiscated by customs or similar authorities. Contact your local agencies for further information.
Returns
In case of error, you have 72 hours from receiving the order to file a claim by emailing pedidos@wholegreen.es. After this period, the order is considered accepted.
You may request a return within 14 business days of receiving the order by emailing pedidos@wholegreen.es or through your client area. You’ll receive return instructions within 24 business hours.
Returned products must be unused and in perfect condition, including original packaging. Otherwise, the return will be rejected.
Include a copy of the delivery note or simplified invoice with your return (available in your client area).
For international returns, include the tracking number provided by the courier.
No second claims will be accepted.
No claims will be accepted after 14 days from delivery—contact the manufacturer directly after this time.
Returns are not accepted for made-to-order products, immediately reproducible items (e.g., books, CDs), bulbs, biological pest control products, or discontinued items.
Once the products are received, they will be inspected. If everything is in order, Whole Green S.L. will issue a refund for the amount paid for the products, using the same payment method used for the order, within 7 to 14 business days. Shipping costs are non-refundable under any circumstances.
Warranties
Non-perishable durable products are covered by the legally established warranty, which is the manufacturer’s responsibility.
Whole Green S.L. will handle shipping defective items to the manufacturer within the first 14 days. After that, customers must contact the manufacturer directly.
Products with an expiration or best-before date are covered until that date, up to a maximum of 2 years from purchase.
The warranty applies only if the product is used under the manufacturer’s specified conditions.
Whole Green S.L. is not liable for any damages or losses resulting from the use of the product.
Warranty exclusions include:
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Damage caused after delivery due to accidents, misuse, or voltage changes.
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Modified or repaired products by the customer.
To file a warranty claim, email pedidos@wholegreen.es with the issue description, order number, invoice/delivery note, and photos of the damaged or incorrect item(s). We will contact you as soon as possible with further instructions.
The manufacturer must inspect the product to verify that the fault is due to a manufacturing defect, not misuse.
If replacement is required, the new product will carry the same warranty terms as the original item.