Terms of service

§1 Seller Information

Mesonica sp. z o.o. ul. Zamknięta 10, lok. 1.9, 30-554 Kraków, Poland VAT EU: PL9452213785 | REGON: 368573305 | KRS: 0000700850 E-mail: info@mesonica.com Registered by: Sąd Rejonowy dla Krakowa-Śródmieścia w Krakowie, XII Wydział Gospodarczy KRS Share capital: PLN 100,000

The online store operates on the Shopify platform (Shopify Inc., 151 O'Connor St, Ottawa, ON, Canada). Shopify acts as a data processor on behalf of the Seller, as described in §11.

§2 Definitions

Business Day — Monday to Friday, excluding public holidays in Poland.

Consumer — a natural person entering into a contract with the Seller that is not directly related to their business or professional activity.

Consumer-Entrepreneur — a natural person entering into a Sales Contract directly related to their business activity, where the contract does not have a professional character for that person as determined in particular by the subject of their registered business activity.

Custom-Made Goods — goods that are non-prefabricated and manufactured according to the Customer's specifications or clearly serving their individualised needs — for example with respect to dimensions, fabric type, colour, finish, configuration, or other individual features. The vast majority of products offered by Mesonica fall into this category.

Customer — any natural person, legal person, or organisational unit that uses the Website or concludes a Sales Contract with the Seller.

Delivery — the act of delivering the ordered Goods to the Customer via a carrier.

Carrier — a courier or freight company engaged by the Seller to carry out Delivery.

Goods — products presented by the Seller on the Website that may be the subject of a Sales Contract; primarily upholstered furniture manufactured on a made-to-order basis.

Customer Account — an individual panel made available to the Customer by the Seller upon Registration, allowing the Customer to manage personal data, track orders, and view order history.

Password — a string of characters chosen by the Customer during Registration, used to secure access to the Customer Account.

Registration — the process of creating a Customer Account on the Website.

Sales Contract — a distance contract concluded between the Customer and the Seller under the terms of these Terms and Conditions.

Seller — Mesonica sp. z o.o., as described in §1.

Durable Medium — any material or tool enabling the Customer or the Seller to store information addressed personally to them in a way accessible for future reference for a period adequate to the purposes of the information, and which allows unchanged reproduction of the information stored.

Website — the online store operated by the Seller at mesonica.com and associated domains. 

§3 General Provisions and Use of the Website

All rights to the Website, including economic copyright, intellectual property rights to its name, domain, and the templates, forms, and logotypes displayed on it (with the exception of third-party logos and product photographs) belong to the Seller. Use of the Website content is permitted only in accordance with these Terms and Conditions and with the Seller's written consent.

The Seller will endeavour to ensure that the Website is accessible across all popular browsers, operating systems, and device types. Minimum technical requirements for using the Website are: a modern web browser (Chrome 90+, Firefox 88+, Safari 14+, or Edge 90+) with JavaScript enabled and cookies accepted, and an internet connection of at least 256 kbit/s.

The Seller uses cookies to ensure the correct functioning of the Website. Cookies are saved on the Customer's device by the Seller's server during use of the Website. This mechanism does not damage the Customer's device or cause configuration changes. Customers may disable cookies in their browser settings; however, doing so may impair or prevent use of certain Website functions. A full Cookie Policy is available on the Website.

To place an order on the Website or to use the available services, the Customer must have an active e-mail address.

Customers are prohibited from submitting unlawful content and from using the Website in a manner contrary to law, good customs, or the personal rights of third parties.

The Seller advises that the public nature of the Internet and the use of electronic services may involve the risk of unauthorised access to or modification of Customer data. Customers should use appropriate technical measures to minimise such risks, including antivirus software and identity protection tools. The Seller will never ask Customers to disclose their Password.

The Website may not be used to conduct advertising for another business or product, to post content unrelated to the Seller's activity, or to post false or misleading content.

§4 Customer Account and Registration

Registration of a Customer Account is free and voluntary. Registration is not required to place an order on the Website.

To register, the Customer completes the registration form available on the Website and submits it electronically. During Registration the Customer sets an individual Password. Upon receiving the completed form, the Seller sends a confirmation e-mail to the address provided. The agreement for the Customer Account service is concluded upon that confirmation, and the Customer gains access to their account.

The Customer Account allows the Customer to modify their registered data, track the status of current orders, and review completed order history.

A Customer who has registered may request deletion of their Customer Account at any time. The account will be deleted within 14 days of the request being received.

The Seller is entitled to block access to a Customer Account and to free services in the event of the Customer acting to the detriment of the Seller or other Customers, breaching applicable law or these Terms and Conditions, or where blocking is justified on security grounds — in particular, in cases of the Customer circumventing Website security measures or other hacking activity. The Seller will notify the Customer of any such block by e-mail to the address provided during Registration. The block remains in place for as long as necessary to resolve the underlying issue.

§5 Orders

Product listings on the Website constitute an invitation to treat within the meaning of applicable law, and do not constitute an offer by the Seller.

Orders may be placed:

a) via the Website — by selecting "Add to cart" on the product page, available 24 hours a day, 7 days a week;

b) by e-mail to info@mesonica.com — available 24 hours a day, 7 days a week.

Custom-made orders: Most Mesonica products are manufactured individually to the Customer's specification. The custom ordering process is as follows:

a) The Customer selects a model and specifies the desired parameters — including dimensions, fabric type, colour, finish, and any other individual features — via the Website configurator or by e-mail inquiry to the Seller.

b) The Seller confirms whether the order can be fulfilled as specified and provides a quote including the total price, applicable delivery cost, estimated production lead time, and available payment methods. The Seller also informs the Customer that concluding a Sales Contract via e-mail entails an obligation to pay for the ordered Goods.

c) Based on the information provided, the Customer may place a binding order by sending a reply e-mail to the Seller indicating the chosen payment method and delivery option.

d) Before production begins, the Seller sends the Customer a written order confirmation specifying the exact agreed parameters of the Goods (fabric, colour, dimensions, finish, and other individual features). The Customer is required to review this specification carefully and confirm it within 3 Business Days. Failure to respond within this period shall be deemed acceptance of the specification as presented.

e) Once the Seller has confirmed commencement of production, changes to the order specification are not possible. Any changes requested after production has commenced may be accommodated solely at the Seller's discretion and may result in additional costs and extended lead times, of which the Customer will be informed in advance.

Placing an order constitutes the Customer's offer to conclude a Sales Contract for the Goods specified in the order.

After an order is placed, the Seller sends the Customer an e-mail confirming receipt of the order.

Subsequently, the Seller sends a further e-mail confirming acceptance of the order for fulfilment. This confirmation constitutes the Seller's acceptance of the Customer's offer, and the Sales Contract is concluded upon the Customer's receipt of this message.

Following conclusion of the Sales Contract, the Seller confirms its terms to the Customer on a Durable Medium, sent to the Customer's e-mail address. 

§6 Pricing and Payment

Prices displayed on the Website are gross prices (inclusive of applicable VAT). Depending on the product, the price may include delivery costs and other applicable charges. If any additional fees apply, the Customer is clearly informed about them on the Website before placing the order.

The following payment methods are available:

a) bank transfer to the Seller's bank account — order processing commences after the Seller's confirmation of order acceptance and receipt of funds;

b) electronic payment via Przelewy24 (operated by PayPro S.A.) or other payment operators available at checkout — order processing commences after payment confirmation is received from the payment system;

c) instalment payments, where available.

Payment processors operate under their own terms and privacy policies. The Seller is not responsible for the operation of third-party payment systems.

Where the Customer selects a prepayment method, payment must be completed within 7 Business Days of the order confirmation.

In the event of non-payment within the period specified above, the Seller will set the Customer an additional payment deadline and notify them on a Durable Medium. This notification will also state that the Seller will withdraw from the Sales Contract if payment is not received by the new deadline. If payment is still not received by the extended deadline, the Seller will send the Customer a withdrawal declaration on a Durable Medium pursuant to Art. 491 of the Polish Civil Code.

Refunds are processed using the same payment method used by the Customer, unless the Customer expressly agrees to a different method that does not involve any cost to them.

§7 Delivery

The seller delivers to all EU Member States. For deliveries to Poland, Germany and France (excluding Corsica, Overseas Departments and Territories, and Monaco), the shipping cost is included in the product price (except for special offers, clearly indicated on the product page). Deliveries to these countries include bringing the furniture to the address indicated in the order, unless this service cannot be provided due to circumstances beyond the carrier’s control.

Delivery to other EU countries, as well as to destinations outside the EU, can be arranged upon individual request and will be priced accordingly.

The Seller is obliged to deliver Goods that are free from defects.

The delivery and order fulfilment lead time displayed on the Website is counted in Business Days from the date payment is credited to the Seller's account (or from order confirmation, where no prepayment is required), as stated in §6 of these Terms.

Ordered Goods are delivered to the address specified in the order form via the Carrier. In-store collection is not available.

Customer's responsibility regarding delivery access: The Customer is solely responsible for ensuring that the delivery address allows for the physical delivery of the Goods. In particular, the Customer must:

a) verify in advance that doorways, stairwells, lifts, corridors, and all other access points at the delivery address are of sufficient dimensions to allow the ordered Goods to be carried in — the Seller recommends checking the dimensions of the ordered furniture against all access points before placing an order;

b) inform the Seller at the time of placing the order of any access restrictions or special conditions at the delivery address (e.g. narrow staircase, absence of a lift, floor restrictions, building site conditions, restricted parking for delivery vehicles, time windows for deliveries imposed by building management);

c) ensure that a responsible adult is present at the delivery address at the agreed delivery time to receive the Goods.

If delivery cannot be completed or the Goods cannot be brought into the premises due to access restrictions that the Customer failed to disclose, or due to the Customer's absence at the agreed time, all costs of re-delivery, return of the shipment, or storage shall be borne by the Customer. The Seller shall not be liable for any inability to bring the Goods into the premises where this results from circumstances at the delivery address that are outside the Seller's control. 

On the day the Goods are dispatched, the Seller sends the Customer a shipping confirmation e-mail including tracking information. 

The Customer is obliged to inspect the delivered shipment at the time of receipt and in the manner appropriate for shipments of that type. If damage or shortage is found, the Customer has the right to request that the Carrier's representative completes a damage report. Failure to document transport damage at the time of delivery may significantly hinder or preclude subsequent claims against the Seller or Carrier. 

The Seller sends a VAT invoice electronically in PDF format to the Customer's registered e-mail address. To receive an invoice issued to a business entity, the Customer must provide their business details (company name, address, VAT number) when placing the order.

§8 Warranty for Defects

The Seller ensures that Goods delivered are free from physical and legal defects. The Seller is liable to the Customer under statutory warranty if the Goods have a physical or legal defect, in accordance with applicable law.

If the Goods are defective, the Customer may:

a) submit a declaration of price reduction or — provided the defect is material — withdraw from the Sales Contract, unless the Seller immediately and without undue inconvenience to the Customer replaces the defective Goods with defect-free ones or remedies the defect. This limitation does not apply if the Goods have already been replaced or repaired by the Seller, or if the Seller has failed to fulfil their obligation to replace or repair. The Customer may request replacement instead of repair, or repair instead of replacement, unless bringing the Goods into conformity in the manner chosen by the Customer is impossible or would require excessive costs compared to the method proposed by the Seller.

The Customer may not withdraw from the Sales Contract if the defect is immaterial.

b) request replacement of the defective Goods with defect-free ones, or request remedy of the defect. The Seller is obliged to replace the Goods or remedy the defect within a reasonable time and without undue inconvenience to the Customer. The Seller may refuse to fulfil the Customer's chosen remedy if it is impossible or would require excessive costs compared to the alternative remedy. All costs of repair or replacement are borne by the Seller.

The Customer exercising warranty rights is obliged to deliver the defective Goods to the Seller's address. Where the Customer is a Consumer, the Seller covers the cost of delivery.

The Seller's warranty liability applies if a physical defect is discovered within 2 years of the date the Goods were delivered to the Customer. Claims for repair or replacement become time-barred after 1 year, but this period may not end before the expiry of the 2-year liability period. Within these periods, the Customer may also withdraw from the Sales Contract or submit a price reduction declaration. Where the Customer has requested replacement or repair, the period for withdrawal or price reduction begins upon the expiry of the time allowed for replacement or repair.

All complaints relating to the Goods or the fulfilment of the Sales Contract may be submitted:

a) in writing to: Mesonica sp. z o.o., ul. Zamknięta 10, lok. 1.9, 30-554 Kraków, Poland;

b) by e-mail to: info@mesonica.com

The complaint should describe the issue in detail. The Customer is encouraged to include photographic documentation of the defect, on the basis of which the Seller may process the complaint. The Seller will respond to the complaint within 14 days of receipt.

Complaints relating to free electronic services may be submitted by e-mail to info@mesonica.com. The Seller will respond within 14 days.

The Seller does not participate in out-of-court dispute resolution proceedings under the Polish Act of 23 September 2016 on out-of-court resolution of consumer disputes.

§9 Manufacturer's Guarantee

Goods sold by the Seller may be covered by a guarantee issued by the manufacturer or distributor. Where applicable, information regarding the existence and terms of the guarantee is presented on the Website for the relevant product. Guarantee rights are independent of and do not limit the Customer's rights under the statutory warranty described in §8.

§10 Right of Withdrawal

Custom-Made Goods — no right of withdrawal:

Pursuant to Art. 38(3) of the Polish Consumer Rights Act of 30 May 2014, and in accordance with Art. 16(c) of EU Directive 2011/83/EU as implemented in EU member states, the right of withdrawal from a distance contract does not apply where the subject of the contract is non-prefabricated goods manufactured according to the Consumer's specifications or clearly personalised.

This exclusion applies to the vast majority of products offered by Mesonica sp. z o.o., which are upholstered furniture items manufactured individually to order based on parameters selected by the Customer — including but not limited to dimensions, fabric type, colour, finish, and other individual features. Production of each item begins only after the Customer confirms the order specification. The Customer is clearly informed of this exclusion before placing an order, and the exclusion applies from the moment production commences.

Standard Goods — where applicable:

Where Goods are not manufactured to individual specification and the right of withdrawal has not been excluded, the Consumer and Consumer-Entrepreneur may withdraw from the Sales Contract within 14 days of taking possession of the Goods (or, in the case of multiple items delivered separately, from taking possession of the last item), without giving any reason.

To exercise the right of withdrawal, the Customer must submit an unambiguous withdrawal statement to the Seller before the 14-day deadline expires. The statement may be submitted:

a) in writing to: Mesonica sp. z o.o., ul. Zamknięta 10, lok. 1.9, 30-554 Kraków, Poland;

b) by e-mail to: info@mesonica.com;

c) via the withdrawal form available on the Website.

The Seller will promptly confirm receipt of a withdrawal statement submitted via the Website.

Upon withdrawal, the Sales Contract is treated as not having been concluded. If the Customer submitted a withdrawal statement before the Seller accepted their offer, the offer ceases to be binding.

The Seller is obliged to refund all payments received from the Customer — including standard delivery costs — within 14 days of receiving the withdrawal statement. The Seller may withhold the refund until the Goods are returned or until the Customer provides proof of return, whichever occurs first. If the Customer chose a delivery method other than the cheapest standard option offered by the Seller, the Seller is not obliged to refund the additional delivery cost.

The Customer must return the Goods to the Seller within 14 days of withdrawal, to the address: Mesonica sp. z o.o., ul. Cementowa 10, 31-983 Kraków, Poland. The deadline is met if the Goods are dispatched before its expiry. The Customer bears the direct costs of return. Given the size and weight of upholstered furniture, these costs may be substantial.

Where the Goods cannot be returned by standard postal methods due to their nature, the Seller will inform the Customer of the estimated return costs on the Website or by e-mail.

The Customer is liable for any diminution in the value of the Goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the Goods.

Refunds are issued using the same payment method used by the Customer, unless the Customer expressly agrees to a different method that involves no additional cost.

§11 Personal Data

The Seller — Mesonica sp. z o.o. — is the data controller for personal data provided by Customers in connection with use of the Website and conclusion of Sales Contracts. Data is processed in accordance with the Full Privacy Policy available on the Website.

The online store operates on the Shopify platform. Shopify Inc. acts as a data processor on behalf of the Seller under a data processing agreement in accordance with GDPR. Customer data — including name, delivery address, and order information — may be processed on servers located outside the European Economic Area, under appropriate safeguards (Standard Contractual Clauses). For details, see Shopify's Privacy Policy at shopify.com/legal/privacy.

The Seller engages the following categories of data processors: payment operators (including PayPro S.A. / Przelewy24 and Santander Consumer Bank), carriers and logistics companies, e-mail and communication service providers, and website analytics tools. A full and up-to-date list is available in the Privacy Policy.

Customers have the right to access, rectify, erase, and port their personal data, the right to restrict processing, and the right to object to processing, in accordance with the General Data Protection Regulation (GDPR). Requests may be directed to: info@mesonica.com.

§12 Force Majeure

The Seller shall not be held liable for delays in production or delivery resulting from circumstances beyond the Seller's reasonable control, including but not limited to: natural disasters, pandemics or epidemic events, strikes or labour disputes, significant supply chain disruptions, raw material shortages, import or export restrictions, or acts of government or public authority.

In the event of such circumstances arising, the Seller will notify the Customer as promptly as reasonably possible and will propose a revised production or delivery timeline.

If the delay caused by force majeure circumstances exceeds 60 days from the originally confirmed delivery date, the Customer has the right to withdraw from the Sales Contract and receive a full refund of all payments made, to be processed within 14 days of the withdrawal statement.

§13 Free Electronic Services

The Seller provides the following free-of-charge electronic services to Customers:

a) Contact form — available on the Website; the service is terminated by ceasing to submit enquiries;

b) Newsletter — informational e-mails about new products and offers sent to subscribed Customers. Subscription is activated via an activation link sent after completing the subscription form. Customers may unsubscribe at any time via the unsubscribe link in any newsletter e-mail, or by deactivating the newsletter option in their Customer Account;

c) Customer Account — as described in §4.

These services are provided 7 days a week, 24 hours a day. The Seller reserves the right to modify the type, form, availability, and terms of free services, with appropriate advance notice to Customers.

§14 Termination of the Electronic Services Agreement

Both the Customer and the Seller may terminate the agreement for the provision of electronic services at any time and without cause, subject to the preservation of rights already acquired by the other party.

A registered Customer terminates the agreement by sending an appropriate statement to the Seller via any available remote communication means. The Seller terminates the agreement by sending a statement to the Customer's registered e-mail address. 

§15 Final Provisions

Liability: The Seller is liable for non-performance or improper performance of contracts. In the case of contracts with Customers who are Entrepreneurs (without Consumer rights), the Seller's liability is limited to cases of wilful misconduct and to the actual losses incurred by the Entrepreneur.

Governing law: These Terms and Conditions are governed by Polish law. For Consumers residing in EU member states other than Poland, the mandatory consumer protection provisions of the Consumer's country of residence shall apply to the extent that they provide greater protection than Polish law.

Dispute resolution: In the event of a dispute arising from a concluded Sales Contract, the parties will seek to resolve the matter amicably. The Seller informs Consumers of the possibility of using out-of-court dispute resolution mechanisms and consumer claims procedures available in their respective countries. These include consumer ombudsmen and regional trade inspection authorities. The EU Online Dispute Resolution platform is available at: ec.europa.eu/consumers/odr

Amendments: The Seller reserves the right to amend these Terms and Conditions. All orders accepted by the Seller before the effective date of any amended Terms are fulfilled under the Terms applicable at the time the order was placed. Amendments take effect 7 days after publication on the Website. The Seller will notify registered Customers of any changes by e-mail at least 7 days before the new Terms take effect, including a link to the amended text. A Customer who does not accept the amended Terms may terminate the electronic services agreement in accordance with §14.

Preservation of Terms: The content of these Terms and Conditions may be preserved by printing, saving to a storage medium, or downloading from the Website at any time.

Language: Contracts are concluded in English. Where the Polish-language version of the Website is used, contracts may also be concluded in Polish. 

Severability: If any provision of these Terms and Conditions is found to be invalid or unenforceable under applicable law, the remaining provisions shall remain in full force and effect.

Contact: For all matters relating to orders, complaints, or these Terms, please contact: info@mesonica.com

These Terms and Conditions are effective from 1 March 2026.

Mesonica sp. z o.o. — handcrafted upholstered furniture, Kraków, Poland