Terms of service

1. PRODUCT CHARACTERISTICS & CUSTOMER ACCEPTANCE

1.1 Natural Materials & Variations

Products made from natural materials (including wood, marble, stone, metal, and textiles) inherently exhibit variations in:

  • Grain
  • Texture
  • Veining
  • Tone
  • Surface irregularities

These characteristics are natural and expected and do not constitute defects.

1.2 Product Information

All relevant specifications are provided prior to purchase, including dimensions and materials.

By placing an order, the Customer confirms that all product details have been reviewed and accepted.

1.3 Spatial & Installation Responsibility

The Customer is solely responsible for ensuring:

  • The item fits through all access points
  • The delivery and installation environment is suitable

Failure to ensure compatibility does not constitute a defect and any return will be treated as a withdrawal (Section 3).

2. DELIVERY & CLAIM PROCEDURE

2.1 Inspection at Delivery

All goods must be inspected at the time of delivery.

If visible damage is present:

  • A damage report must be completed with the courier before acceptance

Failure to do so may result in rejection of the claim.

2.2 48-Hour Claim Window

All claims for:

  • Transport damage
  • Visible defects
  • Missing components

Must be submitted within 48 hours of delivery to:
claim@prdxmaison.com

Claims submitted after this period are presumed to relate to events occurring after delivery.

2.3 Evidence Requirements

Claims must include:

  • High-resolution images of the product
  • Internal packaging
  • External packaging (all sides)

The Company maintains time-stamped photographic and video records prior to dispatch, which serve as definitive proof of condition.

2.4 Scope

This protocol applies only to visible and transport-related issues and does not affect statutory rights for latent defects.

3. RIGHT OF WITHDRAWAL (EU COMPLIANCE)

3.1 Withdrawal Period

Customers may withdraw from the purchase within 14 days of delivery, in accordance with EU law.

3.2 Return Costs

  • For withdrawals (change of mind), all return shipping costs are borne by the Customer
  • The Customer is responsible for arranging compliant return transport

3.3 Exclusions

The right of withdrawal does not apply to:

  • Custom-made products
  • Made-to-order items
  • Items produced to Customer specifications

3.4 Return Condition Requirements

Returned items must:

  • Be unused beyond inspection
  • Be uninstalled and not assembled where possible
  • Be returned in original packaging
  • Be properly protected for transport

Failure to meet these conditions may result in refusal or deductions.

4. RETURN LOGISTICS & TRANSPORT

4.1 General Standard

Return shipping must be appropriate to the:

  • Size
  • Weight
  • Fragility

And must provide protection equal to or greater than the original delivery method.

4.2 Small Items (Décor, Lamps, Accessories)

May be returned via standard courier services such as:

  • DHL
  • DPD
  • Speedy

Provided they are securely packaged to prevent damage.

4.3 Large or Fragile Items (Furniture & Oversized Lighting)

Must be returned using:

  • Freight carriers
  • Palletized transport
  • Specialized furniture logistics

Improper shipping methods may result in refusal or deductions.

4.4 

The Customer bears full responsibility for:

  • The condition of goods during return transit
  • Any damage caused by inadequate packaging or transport

Until the goods are received and signed for by the Company.

4.5 Verified Defects

For items confirmed as defective:

  • Return logistics are arranged by the Company
  • Shipping costs are covered by the Company

4.6 False Defect Claims

If no defect is found:

  • The return is treated as a withdrawal
  • All shipping and handling costs are charged to the Customer

5. USE, HANDLING & DIMINISHED VALUE

5.1 Permitted Inspection Only

Customers may handle goods only to the extent necessary to:

  • Establish their nature
  • Assess their characteristics
  • Verify basic functionality

5.2 Prohibited Use

Any use beyond inspection is strictly prohibited, including:

  • Sitting, loading, or repeated use of furniture
  • Installing, wiring, or operating lighting fixtures
  • Using décor items in a lived environment
  • Any activity resulting in wear, stress, or surface impact

5.3 Excessive Use & Liability

Where an item shows signs of use beyond inspection, including but not limited to:

  • Fabric wear or compression
  • Surface marks, scratches, or stress
  • Structural load impact
  • Installation traces

Such use will be classified as excessive handling.

5.4 Value Deductions (Up to 100%)

In cases of excessive handling, the Company reserves the right to deduct an amount proportional to the loss in resale value.

Where the item:

  • Can no longer be sold as new
  • Has suffered visible wear or functional impact
  • Has been installed or used in a non-reversible manner

Deductions may reach up to 100% of the purchase price.

5.5 Packaging & Product-Specific Conditions

  • Items must be returned in original packaging where possible
  • Rugs must be returned rolled; folded rugs are considered damaged
  • Fragile items must be fully protected

Failure to comply may result in deductions or refusal.

6. INSPECTION, REFUNDS & ENFORCEMENT

6.1 Technical Inspection

All returned items are subject to inspection upon arrival.

Refunds are issued only after:

  • Inspection is completed
  • Condition is verified

6.2 Refund Timeline

Refunds are processed within 14 days after:

  • Receipt of goods
  • Completion of inspection

6.3 Non-Compliant Returns

The Company reserves the right to:

  • Refuse returns not meeting these conditions
  • Apply deductions reflecting loss of value

6.4 Abuse & Risk Management

We reserve the right to:

  • Cancel orders
  • Refuse service
  • Block accounts

In cases of:

  • Excessive returns
  • Repeated withdrawals
  • Suspicious or abusive behavior

6.5 Chargebacks

Customers agree to contact the Company and allow resolution before initiating any chargeback or dispute.