1. GENERAL PROVISIONS
1.1. This Policy establishes the terms and procedures for warranty and post-warranty service, returns, and exchanges of goods of proper and improper quality, as well as the procedure for handling inquiries 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 Protection", the Law of Ukraine "On Electronic Commerce", and other applicable regulatory acts of Ukraine.
1.3. The Seller ensures the implementation of consumer rights in accordance with the requirements and procedures established by the effective 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 shall provide free elimination of hidden manufacturing defects that occurred through no fault of the Buyer and were detected during proper operation of the product. If eliminating 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 requirements of the applicable laws of Ukraine.
2.3. Warranty Limitations (What is Not Covered):
- Natural Wear and Tear and Consumable Elements: The warranty does not cover normal wear and tear of component parts that are consumable by nature or subject to gradual wear during operation (plastic roller mounting bushings, chair leg caps, removable plastic table bushings for ICO, EPA models, etc.).
- Mechanical and Operational Damage: The warranty does not cover damage resulting from use (scratches, scuffs, chips, dents, tears, cuts, upholstery burns, damage to star bases, armrests, plastic, or decorative elements).
- Improper Assembly and Overloading: The warranty does not cover breakdowns caused by failure to follow assembly instructions, application of excessive force during assembly (e.g., damage to decorative screws or handles due to overtightening), exceeding allowable load limits, or misusing elements.
2.4. Pre-Assembly Inspection: Prior to assembly, the Buyer must carefully inspect all parts for chips, scratches, dents, upholstery damage, or missing components.
Important: If a defect is found, DO NOT install or use the affected part; contact the claims department immediately.
2.5. Self-Assembly: When assembling independently, the Buyer must strictly adhere to the manufacturer's instructions. Damage caused by assembly errors or the use of improper tools shall not be considered a manufacturing defect.
2.6. Packaging and Documents: It is recommended to retain the original factory packaging at least until assembly and product inspection are complete, and to keep the warranty card and payment receipt for the entire warranty period.
2.7. Warranty Claim Procedure: To file a warranty claim, the Buyer shall contact the Seller using the contact information provided on the Mealux.ua website or in the warranty card, providing:
- order number;
- product name and model;
- detailed description of the defect with photo/video evidence;
- serial number (if applicable).
2.8. Diagnostics and Resolution: The Seller reserves the right to perform diagnostics on the product to determine the cause of the defect. Based on the diagnostic results, the following may be arranged:
- free repair or replacement of components/product;
- refund of funds in cases provided for by law and this Policy.
2.9. Post-Warranty Service: Upon expiration of the warranty period, the Buyer may contact the Seller for diagnostics, repair, or purchasing required spare parts and components. The feasibility, terms, and cost of service shall be determined individually.
3. RETURN AND EXCHANGE RULES
3.1. Product Inspection Upon Receipt
3.1.1. Upon receiving the order, the Buyer is obliged to inspect the product and check:
- package integrity;
- completeness;
- compliance with the ordered model and color;
- absence of visible mechanical damage.
3.1.2. If damage or missing parts are detected, the Buyer must record 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 product is deemed delivered in proper condition and fully complete.
3.2. Conditions for Return and Exchange of Goods of Proper Quality
3.2.1. The Buyer has the right to exchange or return a product of proper quality within 14 days (excluding the day of purchase) if the product does not satisfy them in terms of shape, dimensions, style, color, size, or cannot be used for its intended purpose for other reasons.
3.2.2. The return or exchange of goods of proper quality is possible exclusively under the following combined conditions:
- the product has not been used and its commercial appearance is fully preserved;
- consumer properties, completeness, seals, labels, and markings are preserved;
- proof of purchase (receipt or invoice) is available.
3.3. Assembly and Installation as Commencement of Use (Loss of Commercial Appearance)
3.3.1. CRITICAL WARNING: Assembly or installation of the product is considered the commencement of its direct operation.
3.3.2. Given the design characteristics of office and ergonomic furniture (children's desks, chairs, tables):
- Presence of assembly traces, screw/fastener insertion, joining of parts;
- Installation of castors or adjustment mechanisms;
- Installation of the gas lift into the base or chair mechanism (which causes tight conical fitting and leaves micro-damage/marks);
- Scratches, scuffs, or tool marks on mounting hardware;
— constitutes indisputable proof that the product has been used, has lost its commercial appearance, and cannot be resold as new.
3.3.3. Products bearing traces of assembly, screw insertion, or gas lift installation ARE NOT subject to return or exchange as goods of proper quality pursuant to Article 9 of the Law of Ukraine "On Consumer Protection".
3.3.4. Evaluation and Buyback Option: If the 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 accept the return of such product at a discounted value. The markdown rate is calculated based on wear degree, nature of assembly marks, and costs for restoration or discounted resale.
3.4. Return Process and Delivery
3.4.1. To process a return, the Buyer sends a written application to the Seller via email or messaging applications (Telegram/Viber) listed on the website.
3.4.2. The application must include: full name, order number, product name, reason for return, bank details for refund, and attached photos/videos of the product and packaging.
3.4.3. Delivery Costs: Shipping expenses for returning or exchanging goods of proper quality shall be borne by the Buyer.
3.4.4. The Buyer is required to properly pack the goods for transport. Damage incurred during return transit due to improper packaging shall be the Buyer's responsibility.
3.4.5. Sending returned items cash-on-delivery (COD) without prior written consent from the Seller is prohibited (the Seller reserves the right to reject such deliveries).
3.5. Returned Goods Inspection and Refund
3.5.1. Upon receipt at the warehouse, the Seller inspects the goods, checks completeness, verifies traces of assembly/use, and evaluates packaging condition (including photo/video recording during unpacking).
3.5.2. If the product meets all requirements for goods of proper quality (unused, no traces of installation/gas lift/screws), the Seller processes the refund.
3.5.3. Refunds are issued within statutory timeframes via the original payment method or another agreed method.
3.5.4. The cost of additional services actually rendered (initial delivery, floor carry-up, assembly, banking fees, etc.) is non-refundable.
4. FINAL PROVISIONS
4.1. The Seller reserves the right to amend this Policy. The current version is always published on the official website Mealux.ua and takes effect from the moment of publication.
4.2. For matters not regulated by this Policy, the Parties shall be guided by the effective legislation of Ukraine.
4.3. The provisions of this Policy do not limit the statutory rights of the consumer provided by the laws of Ukraine.
4.4. Our Commitment to Loyalty: The Mealux team values customer trust above all else. We understand that non-standard or controversial situations may arise during the purchase and use of furniture. We always strive to accommodate our customers and find a fair, loyal, and comfortable compromise for every disputed issue.
