1. GENERAL PROVISIONS
1.1. This Policy defines the terms and conditions for warranty and post-warranty service, returns, and exchanges of goods of proper and improper quality, as well as the procedure for processing requests from Buyers who purchased goods in the Mealux.ua online store.
1.2. The Policy has been developed in accordance with the Civil Code of Ukraine, the Law of Ukraine "On Consumer Rights Protection", the Law of Ukraine "On E-Commerce", and other current regulatory legal acts of Ukraine.
1.3. The Seller ensures the realization of consumer rights in accordance with the requirements and in the manner established by the applicable legislation of Ukraine.
2. WARRANTY AND POST-WARRANTY SERVICE
2.1. The Mealux online store is the official and exclusive supplier of the relevant products in Ukraine and provides full warranty and post-warranty service.
2.2. Warranty Terms: during the warranty period, the seller ensures free elimination of hidden manufacturing defects that did not arise through the buyer's fault and were identified during proper operation of the product. If the elimination of such a defect is impossible or impractical, the seller may replace the relevant part, component, or product as a whole in accordance with the warranty conditions and the requirements of applicable Ukrainian legislation.
2.3. Warranty Limitations (What the Warranty Does Not Cover):
- Natural Wear and Tear and Consumables: the warranty does not cover normal wear and tear of component parts that are consumable by design or undergo gradual wear during operation (plastic roller mounting sleeves, chair leg caps, fabric or leather upholstery, soft furniture padding, etc.).
- Mechanical and Operational Damage: the warranty does not cover damage caused during use (scratches, scuffs, chips, dents, tears, cuts, upholstery burns, damage to crossbases, armrests, plastic, and decorative elements).
- Improper Assembly and Overloading: the warranty does not cover breakdowns caused by failure to follow instructions, applying excessive force during assembly (for example, damage to decorative screws or handles due to over-tightening), exceeding the allowable load capacity, or using components for unintended purposes.
2.4. Inspection Before Assembly: before starting assembly, the buyer must carefully inspect all parts for chips, scratches, dents, damage to upholstery, or missing components. Important: if a defect is detected, DO NOT install or use the defective part; contact the claims department immediately.
2.5. Self-Assembly: during self-assembly, the buyer must strictly follow the manufacturer's instructions. Damage resulting from assembly errors or the use of improper tools is not considered a manufacturing defect.
2.6. Packaging and Documents: it is recommended to keep the factory packaging at least until assembly and product inspection are completed, as well as to retain the warranty card and payment receipt throughout the entire warranty period.
2.7. Warranty Claim Procedure: to file a warranty claim, the buyer contacts the seller via the contacts specified on the Mealux.ua website or in the warranty card, providing:
- order number;
- product name and model;
- detailed description of the defect, along with photos/videos of the issue;
- serial number (if available).
2.8. Diagnostics and Decision: the seller reserves the right to conduct product diagnostics to determine the cause of the defect. Based on the diagnostic results, the following may occur:
- paid repair or refusal of repair - in case of product damage caused by the buyer due to improper use or assembly. Shipping to the service center and back is paid by the buyer or carried out by the buyer independently;
- a refund in cases provided for by law and this Policy.
2.9. Post-Warranty Service: after the expiration of the warranty period, the buyer may contact the seller for diagnostics, repair, or purchase of necessary spare parts and components. Availability, terms, and cost of service are determined on an individual basis.
3. RULES FOR RECEIVING, RETURNING, AND EXCHANGING GOODS
3.1. Inspection Upon Receipt
3.1.1. Upon receiving the order, the buyer is obliged to inspect the goods and verify:
- packaging integrity;
- completeness of items;
- compliance with the ordered model and color;
- absence of visible mechanical damage.
3.1.2. If damage or missing items are discovered, the buyer must document this together with the carrier's representative by drawing up an official Act.
3.1.3. If the buyer accepts the goods without remarks, the goods are considered transferred in proper condition and complete set.
3.2. Terms for Returning and Exchanging Goods of Proper Quality
3.2.1. Return and exchange rules are governed by the Law of Ukraine "On Consumer Rights Protection", specifically Article 9.
3.2.2. Return or exchange of goods of proper quality is possible exclusively under the following cumulative conditions:
- the item has not been used and its commercial appearance is fully preserved;
- consumer properties, completeness, seals, packaging, tags, and markings are preserved;
- a payment receipt (check, receipt) is present.
3.3. Assembly and Installation as Start of Operation (Loss of Commercial Appearance)
3.3.1. CRITICALLY IMPORTANT: Assembly or installation of the product is considered the direct start of its operation.
3.3.2. Given the structural features of office and ergonomic furniture (children's desks, chairs, tables):
- Traces of assembly, screwing in bolts/screws, or connecting parts;
- Installation of casters or adjustment mechanisms;
- Installation of the gas lift into the crossbase or chair mechanism (which causes tight cone-fit fixation and leaves micro-damage/marks);
Scratches, scuffs, or tool marks on mounting nodes; serve as undeniable proof that the product has been used, has lost its commercial appearance, and cannot be resold as new.
3.3.3. Goods with existing traces of assembly, screw insertion, or gas lift installation ARE NOT eligible for return or exchange as goods of proper quality under Art. 9 of the Law of Ukraine "On Consumer Rights Protection".
3.3.4. Valuation and Buyback Option: if a product cannot be returned as new due to loss of commercial appearance, the Seller, by individual agreement with the buyer, may offer to buy back or return such a product at a discounted value. The markdown amount is calculated based on wear and tear, the nature of assembly marks, and restoration/discounted resale costs.
3.4. Return Procedure and Delivery
3.4.1. To request a return, the Buyer sends a written application to the seller via email or messengers (Telegram/Viber) listed on the website.
3.4.2. The application must state: full name, order number, product name, reason for return, bank details for refund, accompanied by photos/videos of the product and packaging.
3.4.3. Shipping Costs: shipping costs for returning or exchanging goods of proper quality are borne by the buyer.
3.4.4. The buyer is obliged to properly pack the goods for transport. Damage occurring during return shipping due to improper packaging is the buyer's responsibility.
3.4.5. Sending returns via cash-on-delivery (COD) without prior written approval from the seller is not permitted (the seller reserves the right to reject such shipments).
3.5. Returned Goods Inspection and Refunds
3.5.1. Upon receiving the returned item at the warehouse, the seller inspects it for completeness, presence of assembly/operation marks, and packaging condition (including photo/video recording during unpacking).
3.5.2. If the item meets all requirements of a product of proper quality (unused, no traces of assembly/gas lift/screws), the seller issues a refund.
3.5.3. Refunds are processed within the timeframes established by law, using the same payment method used for the purchase, or another agreed-upon method.
3.5.4. The cost of actually rendered additional services (initial delivery, floor delivery, return delivery, assembly, banking system fees, etc.) is non-refundable.
4. FINAL PROVISIONS
4.1. The Seller reserves the right to amend this Policy. The current version is always available on the official website Mealux.ua and takes effect upon publication.
4.2. For matters not regulated by this Policy, the Parties are guided by the applicable legislation of Ukraine.
4.3. The provisions of this Policy do not limit the legal consumer rights provided by the laws of Ukraine.
4.4. Our Customer Loyalty: the Mealux team values customer trust above all. We understand that non-standard or disputed situations may arise during furniture purchase and operation. We always strive to accommodate our customers and find a compromise, fair, and comfortable solution for every disputed situation.
