Returns and Exchanges

1. Order Cancellation

Orders can only be cancelled before they are handed over to the transport company, at no cost.
Otherwise, shipping costs will not be refunded.
We recommend making any cancellation request as soon as possible.

2. Return Conditions

Our return policy states that products may be returned as long as they are in perfect condition, unused, clean, and in their original packaging whenever possible. Additionally, products must show no signs of assembly. If returned products do not meet these conditions, we will not accept the return. Please note that a refund or exchange will not be issued until the merchandise has been received at our facilities.

The customer has 14 calendar days to exercise their right of withdrawal from the contract, without needing to provide justification. This period starts on the day the customer, or a third party designated by them and other than the carrier, takes physical possession of the goods.

To exercise the right of withdrawal, it is essential that the customer notifies us by email at contact@menoa-home.com before returning any product. This ensures there are no issues during processing, allows our team to monitor the reception of the goods, and ensures the customer receives the correct return address.

You have two options:

  1. Send an email to contact@menoa-home.com, indicating your name and address, your order number, the date of receipt, the delivery note number, and the number of items you wish to return.

  2. Request the return directly from your customer account by locating the order you wish to return and starting the return process from there.

We accept all returns that meet the following requirements:

  • The customer’s withdrawal notification must be submitted within 14 days of purchase.

  • The item must be in the same condition as delivered and in its original packaging, in perfect condition, with no signs of assembly or use; this includes unaltered seals, manuals, accessories, and warranty documents.

  • Items must arrive protected and properly packaged to prevent damage during return transport.

  • If any requirement is not met or if any type of damage/defect/use is detected, we reserve the right to refuse the return or deduct the estimated damage amount as well as transport fees from the refund.

  • The customer is responsible for any decrease in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

  • The customer is responsible for all return shipping costs. These may vary depending on product weight, volume, and the chosen transport agency. Estimated costs range from €0 to €500.

  • If the customer exercises their right of withdrawal, we will refund all payments made, excluding shipping costs. This refund will be processed without undue delay and no later than 14 calendar days after we receive the returned product in our facilities.

  • Once we have received and verified the item is in good condition, we will proceed with the refund using the same payment method used for the purchase, updating the amounts mentioned above and paying the remaining balance.

  • If, at the customer’s request, we decide to handle the return with a transport agency, the customer will be informed in advance of the applicable costs and deductions.

Important Information

Once you receive your order, please keep the box for 14 days to allow any exchanges and/or returns.
If the packaging shows any damage, you must report it on the delivery slip provided by the transport company. This is essential for processing any later claim in case of breakage.

If the customer receives a product that is broken or defective, we reserve the right to decide whether to refund the amount paid or replace it with a new product in perfect condition.

If a defect appears later, the case will be reviewed in accordance with our warranty and return rules, following the procedures established.

Special or Personalized Orders

Special or personalized orders cannot be returned or withdrawn, except in cases of manufacturing defects.
The following clause applies to special orders:

A “special order” refers to the supply of goods made according to the customer's or user’s specific and clearly personalized requirements—by email or phone—whose characteristics differ from the standard products, colors, or features normally kept in stock in our online catalog.