1. GENERAL PROVISIONS

1.1. This Policy sets out the terms and procedures for the return and exchange of goods, warranty service, and the handling of related requests from Buyers who have purchased goods from the Mealux.ua online store.

1.2. This Policy has been developed in accordance with the Civil Code of Ukraine, the Law of Ukraine “On Consumer Protection”, the Law of Ukraine “On Electronic Commerce”, and other applicable laws and regulations of Ukraine.

1.3. The Seller ensures the exercise of consumer rights in accordance with the requirements and procedures established by the applicable legislation of Ukraine.

2. INSPECTION OF GOODS UPON RECEIPT

2.1. Upon receiving an order, the Buyer should inspect the goods and check their condition.

2.2. During the inspection, it is recommended to check:

• the integrity of the packaging;


• the completeness of the goods;


• whether the received goods correspond to the model and configuration ordered;


• the absence of visible mechanical damage.

2.3. If damage to the packaging or goods, or any discrepancy in the contents of the order, is discovered upon receipt, the Buyer should document it together with the carrier’s representative by drawing up the appropriate report or in another manner provided for by the carrier’s rules.

2.4. If the Buyer does not report any visible damage, packaging issues, or discrepancies in completeness upon receipt of the goods, this may be taken into account when subsequently considering a claim regarding the condition of the goods at the time they were handed over.

3. RETURN AND EXCHANGE OF GOODS OF PROPER QUALITY

3.1. The Buyer has the right to exchange or return goods of proper quality within the time limits and subject to the conditions established by the applicable legislation of Ukraine.

3.2. Goods of proper quality may be accepted for exchange or return provided that:

• they have not been used;


• there are no signs of use;


• their original saleable condition has been preserved;


• their consumer properties have been preserved;


• all components and accessories are present;


• labels, markings and other product elements provided by the manufacturer have been preserved;


• a document or other proof confirming the purchase of the goods from the Seller is available.

3.3. Preservation of the original saleable condition means that the goods show no signs of use or damage and can subsequently be sold as new.

3.4. The Buyer may inspect the goods to the extent necessary to verify their characteristics, completeness, appearance, and conformity with the order.

3.5. Using the goods for their intended functional purpose may indicate that their use has commenced. In the case of furniture, signs of use, assembly, installation, dirt, scuffs, deformation, and other changes to the original condition of the goods may be taken into account.

3.6. If an inspection establishes that the goods have been used or that their saleable condition, consumer properties, or other characteristics required by law have not been preserved, the Seller shall consider the possibility of accepting the return in accordance with the requirements of applicable law.

3.7. Signs of use may include, in particular, scuffs, dirt, scratches, deformation, damage to structural elements, wear of components, and other changes resulting from the use of the goods.

4. PRESERVATION OF SALEABLE CONDITION

4.1. When assessing the condition of the goods, the following may be taken into account, in particular:

• scratches and scuffs;


• dirt or stains;


• mechanical damage;


• deformation of structural elements;


• damage to upholstery;


• damage to paintwork or other decorative finishes;


• damage to fasteners and connection points;


• missing parts or components;


• other changes to the original condition of the goods that prevent their further sale as new.

4.2. The presence of such signs shall be taken into account by the Seller when deciding whether the goods may be returned in accordance with the applicable legislation of Ukraine.

4.3. If the condition of the goods does not allow them to be accepted as a return of goods of proper quality, the Seller may, by agreement with the Buyer, offer to buy back such goods at a reduced value. The amount of the markdown shall be determined individually depending on the nature and number of defects identified, the degree of loss of saleable condition, and the possibility of subsequently reselling the goods.

5. SPECIFIC CONDITIONS FOR FURNITURE RETURNS

5.1. Office and ergonomic chairs, desks, furniture, and other bulky goods may be returned or exchanged subject to compliance with applicable legislation and this Policy.

5.2. When inspecting the condition of furniture, the Seller pays particular attention to signs of assembly and installation. Such actions include, in particular, tightening screws, connecting parts, installing casters, installing mechanisms, inserting a gas lift into the chair base or chair mechanism, and other assembly operations.

If assembly or installation has left mechanical marks on parts, fasteners, or structural components, or has otherwise altered the original condition of the goods, this may indicate a loss of their saleable condition and may be taken into account when determining whether goods of proper quality are eligible for return.

6. HOW TO REQUEST A RETURN

6.1. To request a return, the Buyer must contact the Seller in writing by email or via Telegram or Viber messenger.

6.2. The request should preferably include:

• order number;


• Buyer’s full name;


• the product to be returned;


• reason for the request;


• current contact details.

6.3. For a preliminary assessment of the condition of the goods and faster processing of the request, the Seller may ask the Buyer to provide photographs or videos of the goods, their components, and packaging.

7. SHIPPING OF RETURNED GOODS

7.1. The Buyer shall bear the costs associated with returning goods of proper quality unless otherwise provided by law or separately agreed with the Seller.

7.2. Before shipping, the Buyer must properly pack the goods to prevent damage during transportation.

7.3. The goods must be handed over to the carrier in packaging that provides adequate protection during transportation.

7.4. Damage occurring during return transportation due to inadequate packaging may be taken into account when inspecting the condition of the returned goods.

7.5. Before shipping the goods, we recommend agreeing on the shipping method and delivery details with the Seller. Goods of proper quality should not be sent cash on delivery or with shipping charges payable by the Seller without prior approval. Shipments sent under such conditions without prior approval may not be accepted by the Seller.

8. INSPECTION OF RETURNED GOODS

8.1. Upon receipt of returned goods, the Seller shall inspect the goods, their completeness, external condition, and packaging.

If significant damage to the goods or packaging is identified during the initial inspection at the carrier’s branch, the Seller may document such damage in accordance with the carrier’s rules.

8.2. The inspection includes an assessment of:

• completeness;


• external and technical condition of the goods;


• condition of the packaging;


• signs of use or assembly;


• mechanical damage.

8.3. The results of the inspection may be documented in an internal returned-goods acceptance report.

8.4. To confirm the actual condition of returned goods, the Seller may photograph or video-record the unpacking and inspection process.

8.5. The inspection period shall be determined taking into account the nature of the goods, the circumstances of the return, and the requirements of applicable law.

9. REFUNDS

9.1. Once the Buyer’s right to a refund has been confirmed, the Seller shall issue the refund in accordance with the procedure and within the time limits established by the applicable legislation of Ukraine.

9.2. Funds may be refunded using the same payment method used for the original payment or by another method agreed between the Buyer and the Seller and permitted by law.

9.3. The cost of additional services actually provided — including initial and return delivery, bank fees, additional costs associated with arranging installment plans or credit, carrying goods to an upper floor, assembly, installation, and other services ordered by the Buyer — is not included in the value of the returned goods unless otherwise provided by law.

10. WARRANTY AND WARRANTY SERVICE

10.1. Mealux is the official and exclusive supplier of the relevant products in Ukraine and provides warranty and post-warranty service for such products.

10.2. During the warranty period, the Seller shall provide free-of-charge remedy of hidden manufacturing defects that were not caused by the Buyer and were discovered during proper use of the goods.

If remedying such a defect is impossible or impractical, the Seller may replace the relevant part, component, or the entire product in accordance with the warranty terms and the requirements of applicable Ukrainian law.

10.3. Warranty obligations cover manufacturing defects and malfunctions that occur provided that the Buyer has complied with the rules for use, assembly, care, and intended use of the goods.

10.3.1. Natural wear and consumable components

The warranty does not cover natural wear of parts and components that, by their nature, are consumable or are subject to gradual wear during use. These include, in particular, plastic caster mounting bushings, chair leg caps, bushings for removable plastic tables of ICO and EPA models, and other similar components.

10.3.2. Mechanical damage and damage resulting from use

The warranty does not cover damage caused during use rather than by a manufacturing defect, including scratches, scuffs, chips, dents, tears, cuts, burns, and other mechanical damage. This applies, in particular, to upholstery materials, chair base surfaces, armrests, plastic parts, and decorative elements.

10.3.3. Damage caused by incorrect assembly or excessive loads

The warranty does not cover damage to parts or components caused by incorrect assembly, excessive mechanical force, exceeding the permitted load, or using components for purposes other than those intended. This includes, in particular, damage to decorative screws and handles caused by excessive tightening, damage to plastic covers and their fastening elements, and damage to removable tables caused by excessive loads.

10.4. Inspection of goods before assembly

Before beginning assembly, the Buyer is advised to carefully inspect all parts and components for:

• chips;


• scratches;


• dents;


• deformation;


• damage to upholstery or finishes;


• missing or incorrect components.

If a defect is identified, it is recommended that the relevant part not be installed or used and that the Buyer contact the Claims Department using the contact details provided on the website or in the warranty certificate.

10.5. Self-assembly

When assembling the goods independently, the Buyer must follow the manufacturer’s instructions, recommended assembly sequence, and rules for connecting parts.

Damage caused by incorrect assembly, use of unsuitable tools, excessive mechanical force, incorrect installation of parts, or other failure to follow the manufacturer’s recommendations shall not be considered a manufacturing defect.

10.6. Packaging and documents

We recommend retaining the original packaging at least until assembly, verification of completeness, and final inspection of the goods have been completed.

In the event of a warranty claim, the original packaging may be required for the safe transportation of the goods or individual parts.

It is also recommended that the warranty certificate, proof of payment, or other proof of purchase be retained throughout the entire warranty period.

10.7. Warranty claim procedure

To submit a warranty claim, the Buyer must contact the Seller using the contact details provided on Mealux.ua or in the warranty certificate.

For the preliminary assessment of a claim, the Seller may request:

• order number;


• product name and model;


• description of the defect identified;


• photographs or videos of the defect;


• product serial number, if applicable;


• other information necessary to identify the goods and determine the nature of the malfunction.

10.8. Diagnosis and resolution of warranty claims

Where necessary, the Seller has the right to inspect or diagnose the goods in order to determine the nature and cause of the defect.

Following consideration of the warranty claim and in accordance with applicable law, the following remedies may be provided:

• repair of the goods;


• repair or replacement of individual components;


• replacement of the goods;


• refund in cases provided for by law and taking into account this Policy;


• another method of resolving the Buyer’s claim as provided for by law.

10.9. Post-warranty service

After the warranty period has expired, the Buyer may contact the Seller regarding post-warranty servicing, diagnostics, repairs, or the purchase of spare parts and components.

The availability, timeframe, and cost of such services shall be determined depending on the product model, the nature of the malfunction, and the availability of the necessary components.

11. FINAL PROVISIONS

11.1. The Seller has the right to amend this Policy. The current version of the document is published on Mealux.ua.

11.2. A new version of the Policy shall take effect from the moment it is published on the website unless otherwise expressly stated in the Policy itself or provided for by law.

11.3. In matters not regulated by this Policy, the Buyer and the Seller shall be governed by the applicable legislation of Ukraine.

11.4. The provisions of this Policy are not intended to restrict consumer rights provided for by Ukrainian law. In the event of any conflict between the provisions of this Policy and mandatory provisions of applicable law, the relevant provisions of the applicable legislation of Ukraine shall prevail.