Terms and Conditions
Article 1 – Definitions
In these terms and conditions, the following definitions apply:
Withdrawal period: the period during which the consumer can exercise their right of withdrawal;
Consumer: the natural person not acting in the exercise of a profession or business who enters into a distance contract with the entrepreneur;
Day: calendar day;
Ongoing transaction: a distance contract for a series of products and/or services with recurring delivery/purchase obligations;
Durable data carrier: any means enabling the storage of personal information for future consultation and unchanged reproduction;
Right of withdrawal: the option for the consumer to cancel the distance contract within the withdrawal period;
Entrepreneur: Maison Nala, the legal entity offering products and/or services to consumers at a distance;
Distance contract: an agreement concluded through an organized distance sales system, using only remote communication;
Means of distance communication: tools used to conclude a contract without physical presence of both parties;
Terms and conditions: these general terms and conditions of Maison Nala.
Article 2 – Identity of the Entrepreneur
Company name: Maison Nala
Trading name: Maison Nala
Customer service email: support@maisonnala.com
Country of registration: Singapore
Article 3 – Applicability
These terms apply to all offers and distance contracts between Maison Nala and the consumer.
Before a distance contract is concluded, the terms will be made available. If this is not reasonably possible, the consumer will be informed how to access them and may request them free of charge.
In case of electronic conclusion, the terms will be provided electronically and stored durably.
If additional terms apply for specific products or services, the consumer can rely on the most favorable condition in case of conflict.
If any provision is void, the rest remains valid, and a replacement clause will reflect the original intent as closely as possible.
Uncovered situations or ambiguities must be interpreted in the spirit of these terms.
Article 4 – The Offer
If limited in time or subject to conditions, this will be clearly stated.
Offers are non-binding. Maison Nala may adjust the offer.
Descriptions are accurate and detailed. Images represent products truthfully, though colors may slightly differ.
Obvious errors in the offer are not binding.
Each offer clearly states applicable conditions such as:
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The price (excluding any customs/import VAT; these are borne by the customer);
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Shipping costs;
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Method of contract formation;
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Right of withdrawal applicability;
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Payment, delivery, and contract execution;
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Validity of the offer;
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Archive availability and consumer access;
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Correction procedures before purchase;
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Contract languages (English only);
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Applicable codes of conduct;
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Duration of the contract (if applicable);
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Available sizes, colors, materials.
Article 5 – The Agreement
The contract is concluded when the consumer accepts the offer and complies with its conditions.
Maison Nala confirms electronic orders without delay. Until confirmed, the consumer may cancel.
Maison Nala secures data transfer and payment with appropriate technology.
Maison Nala may verify payment ability and deny or conditionally accept orders with justification.
Upon conclusion, the consumer receives:
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Company address;
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Withdrawal procedures;
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Warranty and after-sales info;
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Key offer details (see Article 4);
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Termination conditions (if applicable).
The agreement is conditional upon product availability.
Article 6 – Right of Withdrawal
The consumer may cancel within 14 days after delivery without reason.
During this period, the product must be handled carefully and returned in original condition and packaging.
Withdrawal must be communicated in writing or via email. Return must follow within 14 days of withdrawal notice.
Proof of timely return (e.g., tracking receipt) is required.
If the consumer does not comply with the above, the purchase becomes final.
Article 7 – Costs in Case of Withdrawal
Return shipping is at the consumer’s expense.
If already paid, Maison Nala refunds the amount within 14 days after receiving the return or proof thereof.
Article 8 – Exclusion of Withdrawal
Maison Nala may exclude withdrawal for products or services as listed, if clearly stated before purchase:
Products:
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Custom-made or personalized items;
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Perishable items;
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Sealed hygiene items opened by the consumer;
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Audio/video/software unsealed by the consumer.
Services:
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Accommodation, transport, catering, leisure tied to specific dates;
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Services started with explicit consumer consent before withdrawal period ends;
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Betting and lotteries.
Article 9 – The Price
Prices are fixed during the offer’s validity, unless VAT rate changes apply.
Variable prices may apply to financial market-sensitive items (clearly stated).
Price increases within 3 months of contract are only legal if required by law.
After 3 months, increases are only valid if agreed in advance and consumer may cancel.
As delivery begins outside the EU (Singapore), VAT is not charged by Maison Nala. Import VAT and clearance fees are paid by the customer to the courier/postal service.
Maison Nala is not liable for typographical errors.
Article 10 – Conformity and Warranty
Maison Nala guarantees conformity with the contract, offer details, and legal requirements.
Additional uses or warranties only apply if agreed in writing.
Faulty or incorrect products must be reported within 14 days and returned unused in original packaging.
Warranty does not cover:
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Modifications by the consumer or third parties;
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Improper use, external damage, or misuse;
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Defects due to legal changes in material standards.
Article 11 – Delivery and Execution
Maison Nala handles orders with care. Delivery is made to the address provided by the consumer.
Orders are fulfilled within 30 days unless agreed otherwise.
Delays are communicated within 30 days; the consumer may cancel and receive a refund within 14 days.
If a product is unavailable, a replacement may be offered, with clear notification and the right of return.
Risk transfers to the consumer upon delivery.
Article 12 – Duration of Transactions: Termination and Renewal
Termination
Consumers may terminate indefinite agreements (e.g., subscriptions) with one month’s notice.
Fixed-term agreements may be terminated at the end of the term with one month’s notice.
Termination is allowed at any time, in the same form as concluded, and with equal notice rights.
Renewal
Fixed-term agreements are not renewed automatically, except for print media (max 3 months).
Open-ended renewals must allow consumer termination with one-month notice (max three months for less frequent publications).
Introductory trial subscriptions end automatically.
Duration
Contracts over one year may be cancelled after one year with one month’s notice, unless fairness dictates otherwise.
Article 13 – Payment
Unless otherwise agreed, payment is due within 7 business days after the withdrawal period starts.
For services, this period begins upon agreement confirmation.
Consumers must correct payment errors immediately.
Non-payment may result in reasonable collection costs.
Article 14 – Complaints Procedure
Complaints must be submitted within 7 days of discovering the issue, clearly described.
Maison Nala will respond within 14 days, or inform about delays and provide a timeframe.
If unresolved, a dispute arises.
Complaints do not suspend obligations unless confirmed in writing.
If valid, Maison Nala may offer replacement or repair at no cost.
Article 15 – Disputes
For all agreements governed by these terms and conditions, Singapore law applies exclusively, even if the consumer resides outside Singapore.