Terms of service

These terms and conditions apply to all orders placed via meloraluxury.com and to all installation services provided by Melora Luxury Essentials. Version: 22 October 2026.

This is an English translation of the Dutch terms and conditions. In the event of any discrepancy, the Dutch version prevails.

Article 1 – Definitions

In these terms and conditions:

Melora: Melora Luxury Essentials, the entrepreneur named in Article 2.
Customer: any natural or legal person who enters into or wishes to enter into a contract with Melora.
Consumer: a customer who is a natural person not acting in the course of a profession or business.
Business customer: a customer acting in the course of a profession or business.
Products: the goods offered via the website, such as acoustic wall panels, LED lighting, wall shelves, installation materials and other accessories.
Installation services: measuring, cutting to size, installation and related work carried out by or on behalf of Melora.
Custom work: products made or worked on according to the customer's specifications, such as panels cut to size or panels with cut-outs.
Distance contract: a contract concluded via the website, email or another means of distance communication.
Withdrawal period: the period within which the consumer can exercise the right of withdrawal.
In writing: by letter or by email.

Article 2 – Identity of the entrepreneur

Trade name: Melora Luxury Essentials
Legal form: sole proprietorship (eenmanszaak)
Business address: Namleastraat 13, 2905 SN Capelle aan den IJssel, the Netherlands
Email: info@meloraluxury.com
Chamber of Commerce (KvK) number: 42128413
VAT identification number: NL005519322B69
Website: meloraluxury.com

The business address is not a showroom or collection point. Returns may only be sent to the address Melora provides in the return confirmation.

Article 3 – Applicability

These terms and conditions apply to every offer made by Melora and to every contract between Melora and the customer.
Melora makes these terms and conditions available via the website before the contract is concluded. On request, Melora will send them by email free of charge.
For business customers, the additional provisions of Article 14 also apply. In the event of conflict, Article 14 prevails.
The customer's general terms and conditions do not apply unless Melora has accepted them in writing.
If a provision is void or annulled, the remaining provisions continue to apply. The invalid provision will be replaced by a provision that comes as close as possible to its intended purpose.

Article 4 – The offer

An offer on the website is without obligation and valid while stocks last. A quotation is valid for 30 days unless stated otherwise.
Melora describes the products as accurately as possible. Obvious mistakes or errors in the offer, such as a clearly incorrect price, do not bind Melora.
Photos, videos and visualisations are a faithful representation, but colour, grain and texture may differ due to screen display and lighting. Veneer is a natural product; with natural veneer (NF), every panel differs in grain and shade. With technical veneer (TF), the grain is more even, but small differences in shade between production batches may occur.
Stated dimensions are nominal dimensions. Small deviations that are customary in the industry are possible.
Panels are only sold per box of 2. The minimum order is 1 box.

Article 5 – Formation of the contract

The contract is formed when the customer places an order and payment has been made or, in the case of a quotation, when the customer accepts the quotation in writing.
Melora confirms receipt of the order by email immediately.
Melora may refuse an order within 3 working days, or accept it subject to conditions, if there is a valid reason, for example if a product is unavailable. Any amount already paid will then be refunded within 14 days.
Installation services are confirmed after measuring or on the basis of dimensions supplied by the customer. Where dimensions are supplied, the customer is responsible for their accuracy.

Article 6 – Prices and payment

All prices on the website are in euros and include VAT. Shipping costs and the costs of installation services are stated separately and shown before the order is completed.
Orders of €500 or more (including VAT) are shipped free of charge. For orders below that amount, the shipping cost is €24.95.
Installation services are charged at the rates on the website at the time of the assignment, unless a quotation states otherwise. Custom work is carried out on the basis of a quotation.
Orders via the online store are paid at checkout, using one of the payment methods offered.
A consumer is not obliged to pay more than 50% of the price in advance. If the consumer wishes to make use of this, he contacts Melora before ordering. He pays the remainder no later than on delivery.
Installation services are invoiced after completion unless agreed otherwise. The invoice must be paid within 14 days of the invoice date.
If the consumer does not pay on time, Melora will first send a free reminder with a payment term of 14 days. Only after that may Melora charge statutory interest and the collection costs permitted by law.
The customer must immediately report any inaccuracies in payment details provided or stated to Melora.

Article 7 – Delivery

Melora only delivers in the Netherlands and Belgium.
The expected delivery time is 3 to 5 working days after receipt of payment, unless stated otherwise with the product or in the confirmation. This delivery time is an indication and not a strict deadline.
Melora delivers within 30 days at the latest, unless a longer period has been agreed. If this is not possible, Melora will inform the consumer immediately. The consumer may then dissolve the contract free of charge and will receive any amount already paid within 14 days.
Melora may have the products delivered directly by its supplier or a carrier. An order may arrive in several shipments.
Panels are up to 3 metres long and are delivered to the address provided, on the ground floor at the front door, unless agreed otherwise. The customer ensures that the address is easily accessible and that someone is present to receive the delivery.
If no one is present on an agreed delivery date, or the address is not accessible, Melora may charge the costs of a new delivery.
For consumers, the risk of loss or damage passes at the moment the products are delivered to the consumer or a person designated by him. For business customers, Article 14 applies.

Article 8 – Right of withdrawal

This article applies to consumers only. The practical details are set out in the Returns policy on the website.

Products

The consumer may dissolve a contract for products within 14 days without giving any reason. The period starts on the day after the consumer, or a person designated by him, has received the last product of the order.
The consumer notifies the withdrawal within that period by email to info@meloraluxury.com, or using the model withdrawal form in the Returns policy.
The consumer returns the products no later than 14 days after the notification, to the address Melora provides in the confirmation.
The consumer handles the product and its packaging with care. He only unpacks or uses the product to the extent necessary to assess its nature, characteristics and functioning. If he handles the product beyond that, he is liable for any diminished value.
The costs of returning the products are borne by the consumer. Because of their length, panels cannot be sent by regular post; on request, Melora will arrange return transport at costs stated in advance.
Melora refunds all payments, including the standard delivery costs, within 14 days of the notification. Melora may wait until it has received the products or until the consumer shows that he has sent them back. Refunds are made using the original payment method.

Installation services

For a contract for installation services, the 14-day withdrawal period starts on the day the contract is concluded.
If the consumer wants the service to be performed within the withdrawal period, Melora will ask him to make an express request to that effect. If the consumer then withdraws, he pays an amount proportionate to the part already performed.
If the service has been fully performed, and the consumer expressly agreed in advance to performance within the withdrawal period and declared that he is aware that he thereby loses his right of withdrawal, he can no longer withdraw.

Exceptions

The right of withdrawal does not apply to:

custom work, such as panels cut to size or fitted with cut-outs at the consumer's request;
products that, by their nature, have been inseparably mixed with other items after delivery, such as installed or glued panels and accessories;
installation services that have been fully performed under the conditions of paragraph 9.

Article 9 – Installation services

Installation services are carried out by Melora or by a fitter working on behalf of Melora, within the service area Melora confirms when the request is made.
The rates on the website are: measuring €114.95, installation €47.95 per m² of wall surface and call-out fee €114.95, all including VAT. Custom work is carried out on the basis of a quotation.
The customer ensures that on the agreed day:

the room and the wall are freely accessible and furniture, paintings and obstacles have been removed;
the wall is dry, flat, sturdy, clean and suitable for installation;
electricity and a parking space nearby are available;
the products are present on site, if they are not supplied via Melora.

The customer reports in advance the location of pipes, cables and other hidden installations in or behind the wall. Melora is not liable for damage to pipes or cables that were not reported or were reported incorrectly.
If on arrival the wall or room proves unsuitable, or the customer has not complied with paragraph 3, Melora may postpone the installation. The call-out fee and the time worked remain payable.
Additional work, such as levelling a wall, extra cut-outs or fitting battens, is only carried out by agreement and is charged separately.
An appointment can be rescheduled or cancelled free of charge up to 48 hours in advance. In the event of later cancellation, or if no one is present, Melora may charge the call-out fee.
Melora works carefully and leaves the room clean and tidy. Melora takes away offcuts and packaging material, unless agreed otherwise.
Installation is carried out as standard using the High Tack Kit, directly onto the wall. Glued panels may damage the wall when removed; this is not a defect in the service.

Self-installation

If the customer installs the products himself, he follows the installation instructions on the website. Melora is not liable for damage or defects resulting from incorrect installation, an unsuitable surface or failure to follow those instructions.

Article 10 – Conformity and warranty

Melora guarantees that the products comply with the contract, the stated specifications and the reasonable requirements of soundness and usability. The consumer's statutory rights always remain in force.
The panels are intended for indoor use in dry, heated rooms. They are not suitable for bathrooms, outdoor use or rooms with high or strongly fluctuating humidity, unless Melora confirms otherwise in writing.
The following, among other things, are not defects: natural differences in the grain, shade and texture of veneer; colour change caused by daylight over time; and the consequences of incorrect installation, an unsuitable surface, moisture, improper maintenance or normal wear and tear.
The customer checks the delivery immediately upon receipt. Visible damage to the packaging should preferably be noted with the carrier, with photos.
Melora asks that transport damage, a wrong product or a missing part be reported within 48 hours of receipt, with photos, so that it can quickly claim from the carrier. A consumer who reports later retains his statutory rights. For a consumer, a report within 2 months of discovering a defect is always on time.
In the case of a justified complaint about a defect, the customer chooses, in consultation with Melora, between repair and replacement. If that is not possible or reasonable, the customer is entitled to a price reduction or dissolution.
Do not install a panel on which you see a defect. Installing a visibly damaged panel may affect your claims.

Article 11 – Liability

Melora's liability is limited to the amount of the order or assignment concerned or, if higher, the amount paid out by its liability insurance in the case concerned.
Melora is not liable for indirect damage, such as consequential loss, loss of profit or damage due to business interruption.
The limitations in this article do not apply in the event of intent or deliberate recklessness on the part of Melora, in the event of personal injury, or to the extent that mandatory consumer law does not permit a limitation.
Melora is not liable for damage caused by force majeure, such as disruptions or delays at suppliers or carriers, extreme weather conditions or government measures.

Article 12 – Retention of title

Delivered products remain the property of Melora until the customer has paid in full everything he owes under the contract.

Article 13 – Complaints and disputes

The customer reports complaints about the performance of the contract within a reasonable time after discovery, fully and clearly described, to info@meloraluxury.com.
Melora confirms receipt within 2 working days and provides a substantive response within 14 days. If more time is needed, Melora will let the customer know within those 14 days, with an indication of when a reply can be expected.
Melora and the customer will first try to resolve a complaint together. If that does not succeed, the dispute may be submitted to the competent court in accordance with Article 17.

Article 14 – Additional provisions for business customers

The articles above apply to business customers, with the following deviations:

There is no statutory right of withdrawal. Returns are only possible with Melora's written permission, within 14 days of delivery, if the products are unopened, in the original box and with the film intact. Return costs are borne by the customer. Custom work is always excluded.
The risk passes at the moment the products are handed over to the carrier.
Prices in quotations for business customers may be stated excluding VAT; this will then be clearly stated in the quotation.
Invoices must be paid within 14 days of the invoice date. In the event of late payment, the customer owes the statutory commercial interest and extrajudicial collection costs without notice of default.
The customer must report visible defects within 8 days of delivery or completion of the service, failing which his claims lapse. Other defects must be reported within 8 days of discovery.
Melora's liability is limited to the invoice amount of the assignment concerned, except in the event of intent or deliberate recklessness.
Melora may request a deposit for custom work and larger projects before starting work.

Article 15 – Panel calculator and images

The panel calculator on the website gives an indication of the number of boxes required. The customer remains responsible for measuring his wall and ordering the correct number of boxes.
All texts, photos, videos, designs and logos on the website are the property of Melora or its licensors. The customer may not copy or use them commercially without written permission.
Melora may use photos of an installation it has carried out for its website and social media, only with the customer's prior consent and without personally identifiable data.

Article 16 – Privacy

Melora processes personal data in accordance with the Privacy policy on the website and the General Data Protection Regulation (GDPR).

Article 17 – Governing law and competent court

Dutch law applies to all contracts with Melora.
If a consumer lives in another country of the European Union, such as Belgium, he retains the protection of the mandatory consumer rules of his country of residence.
Disputes will be submitted to the competent court in the district of Rotterdam. Within one month after Melora has invoked this clause, a consumer may choose the court that has jurisdiction by law.

Article 18 – Changes

Melora may change these terms and conditions. The amended version will be published on the website, with the date on which it takes effect.
The version that applied when the contract was concluded remains applicable to that contract, unless a change is more favourable to the customer.