Terms and conditions

SHIPPING INFORMATION

1. Location

All shipments are dispatched from our warehouse in Prague and delivered to any location within Europe.

2. Preparation

Shipments are prepared (except under special circumstances) until 12:00 p.m. from Monday to Friday. Orders placed before 9:00 a.m. will be prepared and shipped the same day (except in exceptional cases or stock shortages), and the customer will receive them within 5 to 15 business days. For orders placed after this time, the shipment will be dispatched the next day. These conditions apply only to orders paid by credit card.

The delivery service we use operates within 5 to 15 business days (depending on the product). This means delivery to our customers occurs within the days following the departure from our warehouse. No deliveries are made on Saturdays or public holidays. Orders placed on Friday will therefore be processed on Monday.

3. Delivery schedule

Deliveries take place between 9:00 a.m. and 5:00 p.m. Transport companies never specify an exact delivery time. Therefore, it is recommended to provide an address where someone can receive the order during this timeframe. It is common to provide a work address to avoid potential issues. If you do not want the order to be delivered within the 5 to 15 days, please inform us in the “additional information” section. When the customer specifies a preferred delivery time, Menoa Home includes it on the delivery note, although transport companies are not required to comply (but will try whenever possible).

If the carrier cannot deliver the package because no one was present, the package will be returned to the carrier’s depot in the destination city. They will attempt to contact the customer the following day to schedule a new delivery. It is therefore very important to provide a valid phone number where you can be reached. Although carriers should leave a delivery attempt notice, this may not always happen. If you have doubts about the status of your shipment, please contact us at contact@menoa-home.com.

4. Delivery cost

Shipping fees are calculated based on the volumetric weight of the item(s). This will be shown at the final step of the purchase process before payment.*

All shipments are contracted with curbside delivery; however, as a general courtesy, carriers often deliver to the door of your floor when possible, depending on the building conditions, although they are not required to do so.

5. Order cancellation

Orders can only be cancelled BEFORE they are handed over to the transport company, at no cost. Otherwise, transportation costs will not be refunded.

It is recommended to request cancellation as soon as possible and preferably by phone. Menoa Home aims to work efficiently; therefore, if cancellation is made by email, it will be the customer’s responsibility if the order has already been shipped before the email was reviewed.

6. Incidents during delivery

  • Damage / Breakage: If the package arrives visibly damaged or in poor condition, please note it on the delivery slip that must be signed by the carrier. Accept the shipment and send us an email with the incident at contact@menoa-home.com, and we will resolve the issue. Otherwise, it may be difficult to file a later claim if the contents are damaged.

  • Loss: In the event of a lost shipment, Menoa Home will arrange a new shipment with the carrier and open the corresponding claim, at no cost or inconvenience to the customer.

  • Delay: In case of an unjustified delay, the customer must inform Menoa Home so we can file a claim. Nowadays, transport companies rarely compensate for delivery delays, but if compensation is obtained, Menoa Home will inform the customer. Menoa Home does not compensate customers for delays caused by transport times.

  • Refusal of delivery: If the customer refuses delivery for any reason without prior authorization from Menoa Home, Menoa Home reserves the right to either refund the purchase amount minus actual shipping costs, or arrange a new delivery. This decision is unilateral and not subject to customer approval, as refusal of delivery constitutes a breach of contract.

GENERAL TERMS & CONDITIONS

Before purchasing products through the Menoa Home website, it is important that you read and understand these conditions, as they are automatically accepted when you place an order.

The products offered on this site are managed by Menoa Home SA. Menoa Home sells to the customer, and the customer purchases the product(s) specified in the order and invoice. Product additions or removals, offers, promotions, etc. are updated daily. If you request a product that is out of stock or discontinued, we will inform you via the email address provided.

Prices and conditions shown on the website are valid unless there is a typographical error. Prices are updated periodically and may change without notice. You will be informed of the final cost of your order and shipping fees before completing your purchase. If you desire or propose a different delivery method, please contact us before placing your order.

We strive to keep the website accessible 24/7. Menoa Home is not responsible if the website is unavailable at any time. Access may be temporarily suspended due to system failure, maintenance, repairs, or circumstances beyond our control.

The website remains available for viewing products, but no purchases can be made during maintenance. We will attempt to announce maintenance periods in advance.

Your data

Menoa Home does not store payment details or credit/debit card information. All card payments are processed through a secure bank payment gateway, with encrypted data protected by SSL protocol.

Once you place an order, your information is only used to process the shipment, contact you if necessary, or send newsletters. If you do not wish to receive updates, you can unsubscribe via your account or directly from the newsletter.

For any clarification regarding Menoa Home sales conditions, please contact us at contact@menoa-home.com. We will be happy to assist you.

Customer Service & Complaints

We strive to respond as quickly as possible. Your feedback is essential to us. In case of any incident, please email us at contact@menoa-home.com.

Refunds

Refunds and exchanges are processed at the end of the month using the same payment method used for the purchase.

Order cancellation

Orders may only be cancelled BEFORE being handed to the transport company. If not, shipping costs will not be refunded.

RETURN & WITHDRAWAL POLICY

Menoa Home accepts returns of unused products in perfect condition, clean, in their original packaging, and without any sign of assembly. Refunds or exchanges will only be issued once the item has been received and inspected. If the package does not meet these criteria, the return will not be accepted.

The customer has the right to withdraw from the contract within 14 calendar days, starting from the day the goods are received. If this is not possible for any reason, the customer must inform us when placing the order so we can agree on different terms. After this 14-day period, returns for withdrawal will not be accepted unless the product shows no signs of use or assembly.

To exercise this right, notify us at contact@menoa-home.com with an unambiguous declaration (letter, fax, or email). You may use the withdrawal form below, though it is not mandatory.

Custom or personalized orders
These cannot be returned or withdrawn except in cases of manufacturing defects.

Return conditions

We accept returns that meet the following conditions:

  • Return request within 14 days of purchase.

  • Product in original condition and packaging, without assembly or use.

  • Proper packaging to avoid damage during return transport.

  • Return shipping costs are borne by the customer (estimated between €0 and €500 depending on size and carrier).

  • Refunds issued within 14 days after reception and inspection of the returned item.

  • In case of accepted carrier-managed returns, costs will be communicated in advance.

  • For defective or damaged products, Menoa Home may refund or replace the item.

If a product shows signs of damage, defects, or use, Menoa Home may refuse the return or deduct repair/damage costs.

Please contact us at contact@menoa-home.com before returning any product.

PRODUCT WARRANTY

Products purchased through Menoa Home are covered by a 2-year warranty from the delivery date, covering manufacturing defects or breakdowns.*

Damage caused by improper use, assembly, alterations, or inadequate handling is excluded.
Warranty is void in case of weather damage, fire, water, abnormal use, accidental drops, improper storage, or natural wear.

For technical support returns, products must be properly packaged and protected. If the original packaging is unavailable, customers must ensure sufficient protective materials.

Outlet or discounted items are excluded from warranty.

For assistance, contact us at +420 821301302 or contact@menoa-home.com.

Withdrawal Form Template

(To be completed and sent only if withdrawing from the contract)

To:
MENOA HOME SA
Chlumecká 712/8, 198 00 Praha 14-Černý Most, Czech Republic

I, _________ (Customer Name), residing at _________ (Address),

hereby notify you of my withdrawal from the sales contract for order number ________, concerning the following goods: ________, ordered on ________ and received on ________.

Customer Signature (if submitting a paper copy)
Date and Place

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