General Conditions
General information about the website
In accordance with Law 34/2002, of July 11, on Information Society Services and Electronic Commerce (LSSI-CE), we communicate the general information data of this website:
Responsible: Whole Green SL
NIF: B72847163
Domain names: wholegreen.es, growshopwholegreen.es
Address: Paseo de la Ermita 4, 28979 Serranillos del Valle, Madrid.
Email: wholegreen@wholegreen.es
Phone: (+34) 918 141 242
Conditions of sale
Products on request
Products made to order have a longer delivery time, and this time will be reflected on each product. Returns or cancellations are not accepted for products made to order . Only exchanges for an identical product will be accepted in the case of a factory defect during the first 14 days. After these 14 days, you must contact the manufacturer directly to make use of the guarantee.
Out of stock
We work with the main brands in the sector, however, sometimes stock shortages occur, so product availability is not guaranteed at all times.
In the event that a product is not available, the customer will be notified within a maximum of 24 hours, and may choose between waiting for the estimated delivery date or a refund of the amount paid for the product; the customer may also request cancellation of the order, provided that they communicate this within a maximum of 48 hours from receipt of the email informing them of the lack of availability.
In no case can Whole Green be held responsible for any delay, since some products are subject to third-party interventions.
Other points to consider
There will be no orders being shipped or delivered on Saturdays, Sundays and public holidays.
Courier agencies do not accept packages weighing more than 40kg, or whose height, width and length exceed 3m; therefore, products that exceed this weight or volume will be sent on mini pallets with delivery to the street level, unfortunately there is no other way to do it.
Biological control products are ALWAYS made to order and with prior payment. As they are living beings, they must be ordered from the manufacturer at the time of purchase. If your order is for in-store collection, once we receive the product we will call you by phone so that you can pick it up; keep in mind that they are living beings and it is not recommended to store them for more than 24 hours, therefore it is recommended to go to the store to pick them up quickly. In no case will money be refunded for biological control products.
We work with several transport companies, such as Nacex, Correos Express, DHL, UPS, GLS and Correos. We reserve the right to choose the carrier, depending on the type of shipment, products and destination.
Once the order leaves our facilities, the transport company becomes responsible for any incident, whether it be breakage, incidents with packages, delays, etc.
If you have ordered light bulbs, check that they are in perfect condition upon receipt. If they are broken, you must record this at the time of delivery.
Any breakage or defect caused by transport must be noted on the delivery note and/or we must be contacted within 24 hours. After this period, the transport insurance will not cover the claim, so we urge you to check the products received and contact us in the event of any incident within 24 hours.
You will receive an email when the order leaves our facilities, however, you can check the status of your order at any time in your customer area.
Payment methods
Credit card or Bizum
VISA, Mastercard or Maestro, as well as any debit card and Bizum. We offer you the safest means of payment as it is verified by Redsys and encrypted at 128 bits. During the purchase process, before entering any data, you will be redirected to the bank's website and it is there where the card details are entered, with the exchange of information taking place on the bank's website and not ours. Under no circumstances does this WEBSITE have access to your bank details.
Redsys is the most widely used payment method in Spain, with 98% of online payment transactions made by bank card.
Unauthorized transactions may be due to the card not being enabled to operate in a secure environment. You should contact your bank to resolve the issue.
Pay in 3 interest-free installments with Paypal
Pay in 3 interest-free installments with Paypal (APR 0%) for your purchases from €30 to €2000. Buy what you need, when you need it and divide your purchase into 3 interest-free installments.
Make sure that installment payment is enabled on your country's Paypal platform.
Transfer
PAYMENT BY TRANSFER MAY TAKE 1 TO 3 BUSINESS DAYS.
You can make a deposit or a bank transfer directly to our account. You must indicate the order number or reference in the concept, as well as your name and surname.
Entity: CAIXABANK
Beneficiary: Whole Green SL
IBAN: ES49 2100 3362 5122 0012 4619
BIC Code (Swift Code): CAIXESBBXXX
Once we have received the payment or transfer of the total amount of the order (commissions charged to the customer) we will notify you via email of receipt of payment.
For orders from outside the Euro zone, Whole Green SL reserves the right to request from the customer an additional amount equivalent to the economic difference produced as a result of the currency exchange, or to reduce the components of the order equivalent to said loss.
Prices and taxes
The prices of the products in the shopping cart include value added tax (VAT) but do not include shipping costs. These are calculated at the time of processing the order. For orders to the Canary Islands, Ceuta or Melilla, taxes will be deducted when entering the shipping address.
Purchases made by individuals domiciled in Member States of the European Union will be subject to VAT.
Purchases made by individuals or legal entities residing in countries outside the European Union are exempt from VAT.
To find out about import customs tariffs applied in different countries around the world, you can visit the database of the Directorate General for Trade of the European Commission . To make inquiries, you must indicate the corresponding TARIC code .
Shipping
Peninsula: Spain and Portugal
For orders to mainland Spain exceeding €50 and to mainland Portugal exceeding €100, shipping costs are free with a weight limit of 15kg; for hundreds of products the weight limit is increased to 60kg. If the order has shipping costs, you will always see them detailed before making the payment.
Balearic Islands and Andorra
Shipments to the Balearic Islands and Andorra are limited to 50kg in weight (real or volumetric). If when processing the order the system tells you that there is no carrier available for your address, it is because the order exceeds the weight limit. Please contact us by phone at 918141242, by WhatsApp at 638706279 or by email at pedidos@wholegreen.es and we will give you a quote for the order, adjusting the shipping costs as much as possible.
Whole Green is not responsible for any possible procedures and/or expenses that may be applied at customs.
Canary Islands, Ceuta and Melilla
Shipments to the Canary Islands, Ceuta and Melilla are limited to 40kg in weight (real or volumetric). If when processing the order the system tells you that there is no carrier available for your address, it is because the order exceeds the weight limit. Please contact us by phone at 918141242, by WhatsApp at 638706279 or by email at pedidos@wholegreen.es and we will give you a quote for the order, adjusting the shipping costs as much as possible.
Whole Green is not responsible for any possible procedures and/or expenses that may be applied at customs.
Transport
Shipping Home Delivery:
· Spain and Peninsular Portugal: Delivery time is 24h / 48h except holidays.
· Balearic Islands and Andorra: Delivery time is 24h / 72h except holidays.
· Canary Islands, Ceuta and Melilla: Delivery time is 48h / 96h except holidays, not taking into account possible delays generated in customs.
· European Community: Delivery time is between 3 and 7 business days.
· Rest of the world: Delivery time is between 10 and 15 business days depending on the area, not taking into account possible delays generated by customs.
If the delivery deadline cannot be met, Whole Green SL will notify the customer, informing them of the reason for the delay and possible alternative solutions.
Whole Green SL assumes no responsibility for delays caused by the customs services of the countries where the goods are received or circulated.
Whole Green SL will not be held responsible under any circumstances for shipments confiscated by Customs or similar entities. Contact the authorities in your country for further information.
Returns
In the event of an error, you have a period of 72 hours from receipt of the order to make the relevant claims, by sending an email to pedidos@wholegreen.es.
Once this period has ended, we will understand that the reception of the merchandise has been satisfactory.
You can return products within 14 working days of receiving your order by sending an email to pedidos@wholegreen.es or, if you prefer, through your customer area. Within 24 hours (working days) you will receive instructions on how to return the product. This is the most practical system. Returned products must be unused and in perfect condition, both the product and its original packaging, otherwise the return will be rejected.
Remember that you must accompany your return with a copy of the purchase delivery note or simplified invoice (both documents can be downloaded from your customer area).
In the case of international shipments, the order tracking number (“tracking number”) assigned by the transport company must also be indicated.
Second claims will not be accepted.
No claims will be accepted after 14 days from the date of receipt of the order. After this time you will have to contact the manufacturer directly.
Returns will not be accepted for products ordered (indicated as such on this WEBSITE); products that can be reproduced or copied immediately (books, CDs, etc.); light bulbs; biological control products; products that have been discontinued once purchased.
Once the products are received, they will be checked and if everything is correct, Whole Green SL will issue a refund for the amount paid by the customer, through the same payment method that was used when placing the order, within a period of 7 to 14 business days.
Warranties
Durable products that are not subject to expiration have a warranty established by law. This warranty is always the responsibility of the manufacturer.
Whole Green SL will be responsible for sending the defective product to the manufacturer during the first 14 days. After this time, the customer will have to contact the manufacturer's technical service directly.
For products that include an expiration date or a best before date, the warranty will be until the date indicated, with a maximum of 2 years from the date of purchase.
This guarantee applies as long as the product is used under normal operating conditions determined by the manufacturers. Whole Green SL is not obliged to compensate the user or third parties for the consequences of the use of the product, whether direct or indirect damage, accidents suffered by people, damage to property other than the product, loss of profit or loss of earnings, damage resulting from deterioration.
Products are not covered by warranty for the following reasons:
- If, once delivered to the customer, they have been damaged due to external factors, accidents, poor following of instructions or changes in electrical voltages.
- Products modified or repaired by the Customer are also excluded.
In order to manage the incident, you must inform us by email at pedidos@wholegreen.es indicating: the reason for the incident, the order number, the delivery note or invoice for the same and photos of the damaged or incorrect product to allow us to evaluate your case. After this, we will contact you as soon as possible to indicate the best way to proceed to rectify the situation.
To apply the warranty, an appraisal of the product by the manufacturer will be necessary to verify that the fault is original and not due to misuse.
If the product needs to be replaced, this will not extend the warranty, but will assume the same terms as the first product delivered.
General conditions of access and use of services
This document establishes the general conditions of access and use of the website https://www.wholegreen.es (hereinafter “WEBSITE”) that the company Whole Green SL offers to Internet users.
Object
The purpose of this WEBSITE is the sale to adults of garden, horticulture and urban garden products.
Registered users are also offered the option of subscribing to a newsletter that provides information on offers, new products and industry news.
Acceptance of general conditions
The use of the services and content of the WEBSITE by the user implies and manifests his or her adherence to and express acceptance of the terms included in these general conditions.
Declarations, duties and limitations
The user declares to be of legal age and to have sufficient legal capacity to be bound by these general conditions and to use the services and purchase products from this WEBSITE.
The user expressly and without exception acknowledges and accepts that access to this WEBSITE and the use of its services and content are carried out freely and consciously, under his or her exclusive responsibility.
The user undertakes to make appropriate use of the services and content of this WEBSITE in accordance with the law, morality, public order, and these general conditions.
Likewise, you agree not to use these services and content to carry out activities that are illegal or constitute a crime and/or that infringe the regulations on intellectual and industrial property, or any other regulations of the applicable legal system.
The user undertakes to provide true, accurate and complete data in the forms requested.
Registered users must ensure that their account information is up to date. This WEBSITE reserves the right to cancel accounts with false, inaccurate or non-operational data.
The registered user is solely responsible for maintaining the confidentiality of his/her password. He/she is also responsible for any activities carried out from his/her account.
Registered users must log out when leaving this WEBSITE. They must immediately report any unauthorized use of their password or account.
Downloading material from this WEBSITE for personal use is only permitted if the copyright, trademark and other industrial and intellectual property rights are respected.
It is prohibited to modify, transmit, distribute, copy or make any other use of all or part of the content of this WEBSITE, including images, for public and commercial purposes.
Industrial and intellectual property rights
The contents of this WEBSITE (including, but not limited to, icons, texts, logos, photographs, data) are the property of Whole Green SL, its collaborators or the suppliers that supply the catalogue and are protected by national and international intellectual, industrial, patent and trademark laws.
Any transmission, public communication, distribution, reproduction, provision or storage, in whole or in part, carried out for profit or commercial purposes of the content stored on this website is expressly prohibited unless the prior and express consent of the rights holders is obtained.
The compilation, that is, the selection, arrangement and assembly of the content of this WEBSITE is the exclusive property of Whole Green SL and is protected by national and international intellectual, industrial, patent and trademark laws.
The modification, sending, distribution, copying or any other use of all or part of the content and form of this WEBSITE for public and commercial purposes constitutes an infringement of current legislation on intellectual property, industrial property, patents and trademarks.
Violation of intellectual and industrial property rights of third parties
In the event that any user or third party considers that any of the contents and products of the WEBSITE infringes their intellectual or industrial property rights, they must send a notification to Whole Green SL with the following information:
– Personal data of the claimant: name and surname, address, contact telephone number and email address.
– Authentic signature or equivalent and personal data of the owner of the property rights allegedly infringed, or of the person authorized to act on the account of the owner of the property rights allegedly infringed. The authorized person must provide the title or accreditation of representation of the owner of the property rights allegedly infringed.
– Detailed and complete description of the content protected by the property rights allegedly infringed, the exact location within the WEBSITE and provision of supporting documentation.
– Express declaration by the claimant that the use of the contents has been carried out without the consent of the owner of the property rights allegedly infringed.
– Express, clear declaration under the claimant’s responsibility that the information provided in the notification is accurate and that the use of any of the contents and products of the WEBSITE violates their intellectual, industrial, patent or trademark property rights.
These data must be sent to: wholegreen@wholegreen.es or to Whole Green SL, Paseo de la Ermita 4, 28979 Serranillos del Valle, Madrid, Spain.
Link Policy
Users who wish to create or create a hyperlink from a web page of another Internet portal to any of the pages of this WEBSITE must comply with the following conditions:
– Total or partial reproduction of any of the services or contents of this WEBSITE is not permitted without the prior express authorization of Whole Green SL
– No deep-links, IMG or image links, or frames may be established with the pages of this WEBSITE without the prior and express authorization of Whole Green SL
– No false, inaccurate or incorrect statements will be included regarding the pages, services and/or contents of this WEBSITE;
– Except for the signs that form part of the hyperlink, the web page on which they are established will not contain any trademark, trade name, establishment sign, name, logo, slogan or other distinctive signs that belong to Whole Green SL, unless its prior and express authorization is obtained.
– The establishment of a hyperlink does not imply the existence of commercial relations between Whole Green SL and the owner of the website from which it is made, nor does it imply the knowledge or acceptance by Whole Green SL of the services and/or content offered by said portal.
– Whole Green SL shall not be liable for the services and/or content, nor for the information and/or statements made available to the public on the website from which the hyperlink is made.
This WEBSITE provides the user with connections and links to other websites managed and controlled by third parties.
The purpose of these links is exclusively to facilitate users' search for information on Internet content and services, and in no case is this considered a suggestion, recommendation or invitation to visit them.
Whole Green SL does not market, manage, control or endorse the content, services, information and/or statements available on these websites. Furthermore, it is not responsible, directly, indirectly or subsidiarily, for any damages or losses of any kind that may arise from access, maintenance, use, quality, legality, reliability and usefulness of said content and which are accessible through this WEBSITE.
Disclaimers and access to the website by minors under 18 years of age
This WEBSITE has been created in good faith by Whole Green SL using information obtained legally from internal and external sources. Nevertheless, Whole Green SL does not guarantee the reliability and usefulness of the content, nor its truthfulness and accuracy.
All product information is provided “as is” for informational and educational purposes only.
This WEBSITE does not accept responsibility for damages of any kind arising from the use of the contents, services and products by users.
This WEBSITE does not control or guarantee the absence of computer viruses in the content, which may cause alterations in users' computers or in the operating systems, documents or electronic files stored on these computers. No liability is accepted for damages caused by computer viruses.
This WEBSITE does not guarantee the permanent availability and continuity of its service or its uninterrupted presence on the Internet.
This website and the content it contains are directed solely and exclusively to persons over 18 years of age.
Whole Green SL shall not be liable if a user under 18 years of age gains access to the contents of this WEBSITE by providing false, inaccurate or falsified personal data. However, if Whole Green SL detects the existence of a user account that may belong to a person under 18 years of age, it reserves the right to contact said user to prove his or her identity by providing a copy of his or her ID within the following 48 hours. This documentation must be sent to wholegreen@wholegreen.es. If the user in question ignores this request, Whole Green SL reserves the right to cancel his or her user account and prevent his or her access to the WEBSITE. Likewise, if a user who is under the age of 18 or whose account has been cancelled has placed an order, Whole Green SL reserves the right to cancel it, paying the amount through the same payment method used or another method agreed upon by both parties.
Reservation of rights
This WEBSITE reserves the right to make changes, additions and deletions to the content and services it offers to users without prior notice and unilaterally.
This WEBSITE reserves the right to modify these general conditions.
Any modification or inclusion made is subject to these general conditions.
Applicable law, jurisdiction and online dispute resolution
These general conditions are governed by the laws in force in the Spanish State.
Whole Green SL and the user, expressly waiving any other jurisdiction, submit to the jurisdiction and competence of the courts and tribunals of Fuenlabrada (Madrid, Spain) for any dispute that may arise from the provision of the services subject to these general conditions and the specific conditions defined in the “Payment system” section of this WEBSITE.
We also inform users that they can resolve their conflicts with Whole Green SL through the European online dispute resolution platform which can be accessed through the following link: http://ec.europa.eu/consumers/odr/