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Terms & Conditions

INFORMATION

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The website www.maisonfido.com (hereinafter the "Site") is a platform offering bespoke, tailored pet furniture for sale to internet users browsing the site. It is managed by Maison Fido.

The Customer (hereinafter the "Customer") is any person who visits one or more web pages of the Site, regardless of whether they have initiated a purchasing process on the Site.

The website is owned and falls under the management responsibility of Maison Fido.

 

ARTICLE 1: PURPOSE AND SCOPE

The purpose of these General Terms and Conditions of Sale (hereinafter "GTC") is to define the rights and obligations of the parties in the context of the sale of custom-made products by Maison Fido to the consumer.

They govern and apply without limitation to all relationships between Maison Fido and any person who proceeds to purchase products offered on this Site.

By placing an order on the Site, the Customer confirms that they have read, understood, and fully accepts these GTC.

The products are offered for sale worldwide.

Maison Fido reserves the right to modify these GTC at any time. The version applicable to the Customer's order is the version in effect at the time the order is placed.

 

ARTICLE 2: PRODUCTS – CUSTOMISATION AND HANDMADE NATURE

All products offered on the Site are handmade and custom-made according to the Customer's specifications (model, dimensions, materials, colour, etc.).

Due to the handmade nature of our products:

  • Slight differences in colour, texture, dimensions, or finish may occur between the product presented in the photographs on the Site and the final delivered product.

  • These differences are not considered defects but proof of authenticity and craftsmanship.

  • Each piece is unique.

By placing an order, the Customer acknowledges and accepts these inherent characteristics of handmade products.

 

ARTICLE 3: ORDERS

3.1 Placing an Order
Orders are placed directly via the product pages on the Site. The Customer selects the desired product, customisation options, and quantity, and proceeds to checkout.

 

3.2 Order Confirmation
An order is only considered placed once the Customer has completed the checkout process and received an order confirmation email from Maison Fido.

 

3.3 Order Acceptance
Maison Fido reserves the right to refuse or cancel an order for legitimate reasons (e.g., unfeasible customisation, suspected fraud, stock unavailability, etc.). In such a case, the Customer will be informed immediately and any payment already made will be fully refunded.

 

ARTICLE 4: PRODUCTION AND DELIVERY TIME

4.1 Standard Production & Delivery (EU)
All products are made to order. The estimated production and delivery time is 14 days from the date the order is confirmed and payment is received.

This timeframe is indicative. It may occasionally be slightly shorter or longer depending on the complexity of the order, material availability, or carrier delays. In case of any significant delay, the Customer will be informed by email.

 

4.2 Delivery Outside the European Union
We deliver worldwide. For orders placed outside the European Union, delivery time may be longer than 14 days due to customs clearance and international shipping.

We regularly communicate with the Customer to provide updates. In any case, delivery will not exceed 21 days from the date of order confirmation, unless exceptional circumstances occur (force majeure, customs delays, etc.).

 

ARTICLE 5: PRICE

The sale prices indicated on the Site are in Euros (EUR) , inclusive of all taxes (VAT) .

The price guaranteed to the Customer is the price stated at the time of ordering and confirmed in the order confirmation email and invoice.

Prices do not include delivery costs. Delivery costs are calculated at checkout and added to the price of the purchased products. The total amount (product + delivery) is clearly stated before the Customer confirms the order.

 

ARTICLE 6: DELIVERY COSTS 

6.1 Delivery within the European Union
Delivery costs for all orders shipped to an address within the European Union are fixed. The exact amount is displayed at checkout.

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6.2 Delivery outside the European Union
For orders shipped to an address outside the European Union, delivery costs are calculated based on the destination country, weight, and dimensions of the package. The exact amount is displayed at checkout before the order is confirmed.

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6.3 Customs and Import Duties
Orders delivered outside the European Union may be subject to import duties, taxes, and customs clearance fees imposed by the destination country. These charges are the sole responsibility of the Customer and are not included in the price or delivery costs displayed on the Site. Maison Fido has no control over these charges and cannot predict their amount. Please contact your local customs office for more information.

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ARTICLE 7: PAYMENT 

7.1 Accepted Payment Methods
We accept the following payment methods:

  • Credit / Debit Cards (Visa, Mastercard, American Express, etc.);

  • Apple Pay;

  • Google Pay;

  • PayPal;

  • KLARNA

 

7.2 Payment Terms
Full payment is required at the time of ordering. The order will only be processed and production will only begin after the full payment has been successfully received and confirmed by Maison Fido.

 

7.3 Secure Payment
All payments are processed securely via our payment service providers. We do not store any credit card or sensitive payment information on our servers.

 

7.4 Invoicing
An invoice is generated and sent to the Customer by email immediately after the order is confirmed and payment is received.

 

ARTICLE 8: DELIVERY

The products are delivered to the address specified by the Customer during checkout. A tracking number will be provided by email as soon as the order is dispatched.

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8.1 Damaged Packages
The Customer must check the condition of the packaging upon delivery.

  • If the packaging is visibly damaged, the Customer must note precise, dated reservations on the delivery note or refuse the package.

  • Failure to do so may limit our ability to contest the damage with the carrier.

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8.2 Delivery Issues
If the package is lost or significantly delayed beyond the estimated delivery time, the Customer must contact us immediately at info@maisonfido.com so we can open an investigation with the carrier.

 

ARTICLE 9: RIGHT OF WITHDRAWAL

In accordance with EU Consumer Rights Directive (2011/83/EU) , the Consumer generally has a 14-day right of withdrawal from the day they receive the goods.

 

However, this right of withdrawal DOES NOT apply to:

"Goods made to the consumer's specifications or clearly personalised."

 

All Maison Fido products are custom-made and tailored to the Customer's individual requests. Therefore, no right of withdrawal applies to any order placed on the Site.

For any returns due to proven faults or non-conformity (covered under warranty), the Customer must contact info@maisonfido.com .

 

ARTICLE 10: WARRANTY

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All our products are covered by the legal guarantee of conformity as stipulated in the EU Sale of Goods Directive (Directive (EU) 2019/771) .

 

10.1 Duration
The seller is liable for any lack of conformity which exists at the time of delivery and which becomes apparent within two years of that time.

 

10.2 How to invoke the guarantee
To invoke the legal guarantee, the Customer must:

  • Send an email to info@maisonfido.com ;

  • Provide a description of the issue;

  • Attach clear photographs showing the defect.

 

10.3 Remedy
Depending on the case, Maison Fido will either repair, replace, or partially/totally refund the non-conforming product.

For more details on your rights, please see the Directive:
https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32019L0771

 

 

ARTICLE 11: DATA PROTECTION 

We process your personal data in accordance with the General Data Protection Regulation (GDPR).

Our Privacy Policy, available on our website (https://www.maisonfido.com), provides full details on:

  • What data we collect;

  • Why we process it;

  • How long we keep it;

  • Your rights (access, rectification, deletion, etc.);

By placing an order, the Customer acknowledges having read and accepted our Privacy Policy.

 

ARTICLE 12: LIABILITY

Maison Fido's liability is strictly limited to the value of the order (product price excluding delivery costs).

Maison Fido cannot be held liable for:

  • Indirect damages (loss of income, loss of opportunity, etc.);

  • Damages caused by improper use or lack of maintenance of the product;

  • Damages caused by the carrier (subject to separate claim procedures);

  • Customs duties, taxes, or import fees (responsibility of the Customer);

  • Events outside our reasonable control (force majeure).

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ARTICLE 13: APPLICABLE LAW, DISPUTES, AND JURISDICTION

13.1 Applicable Law
These GTC and any contracts formed under them are governed by the laws of the Czech Republic, in conjunction with the applicable mandatory consumer protection provisions of EU law.

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13.2 Dispute Resolution (B2C)
In the event of a dispute, the Consumer may:

  1. First attempt to resolve it directly with us at info@maisonfido.com ;

  2. Resort to the Online Dispute Resolution (ODR) platform established by the European Commission:
    https://ec.europa.eu/consumers/odr/;

  3. Bring proceedings in the courts of their own place of residence or in the courts of the Czech Republic.

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13.3 Jurisdiction (B2B)
For sales to legal entities (B2B) , any dispute shall be subject to the exclusive jurisdiction of the courts of the Czech Republic.

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ARTICLE 14: CONTACT

For any questions, order inquiries, customisation requests, or to invoke the warranty, please contact us at:

📧 info@maisonfido.com

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