Order and Return Policy

These terms govern the procedure for placing orders, manufacturing, delivery, and returning furniture and decorative items sold by SIA “Moncor” under the ElegantHouse brand (hereinafter referred to as “ElegantHouse”, “Manufacturer”, or “Seller”). By placing an order on our website eleganthouse.pro, you agree to the conditions outlined below.

We offer two types of products: bespoke custom-made items and ready-made (in-stock) items. The return policies for these categories differ.

1. Order Placement and Payment

  • Bespoke Projects: Submitting an electronic brief on our website serves for preliminary estimation purposes. An order goes into production only after the client approves the technical specification and makes the advance payment (deposit). Any changes requested after the production process has started are subject to approval and may affect the final cost.

  • Ready-Made Items: Ordering finished products (decor, standard panels) is done by adding them to the cart and completing the payment on the website or via an issued invoice. Dispatch occurs only after the item has been paid in full.

2. Returns for Bespoke and Custom-Made Products

In accordance with the legislation of the Republic of Latvia (Cabinet of Ministers Regulation No. 255 “Regarding Distance Contracts”, Clause 22.3), the consumer’s right to withdraw from a contract within 14 days does not apply to goods manufactured to the consumer’s specifications or clearly personalized.

  • Returns or exchanges are not possible if the item of satisfactory quality was custom-crafted to your specific dimensions, chosen fabric, or selected finish.

  • In the event of a custom order cancellation by the client after the production process has commenced, the advance payment is non-refundable. These funds are used to cover the costs of purchased materials and labor already performed.

3. Returns for Ready-Made Items (In-Stock)

If you purchased a ready-made standard item (which was not produced specifically to your dimensions or chosen upholstery), you have the legal right to return the item within 14 days from the date of receipt.

  • Return Conditions: The item must be entirely unused, retain its commercial appearance, consumer properties, and original packaging.

  • Delivery Costs: The direct costs of returning a standard item to the Seller are borne by the buyer.

  • Refunds: The Seller will refund the amount paid for the item within 14 days of receiving the returned goods and verifying their condition at our warehouse.

4. Delivery and Acceptance

  • Upon delivery, the client (or their authorized representative) must inspect the item to ensure there is no external mechanical damage (scratches, chips, tears) and that the order is complete.

  • The acceptance of the item without visible damage is confirmed by signing the acceptance certificate (or delivery note).

  • Claims regarding the appearance and visible defects are not accepted after the acceptance documents have been signed.

5. Warranty and Manufacturing Defects

We strictly monitor the quality of our craftsmanship. We are confident in the reliability of our structures, therefore we provide an extended 10-year warranty on the wooden frames of our indoor furniture. For soft fillings, mechanisms, and hardware, a standard 2-year warranty applies for private individuals (and a 1-year warranty for commercial properties / B2B clients) starting from the date of transfer.

  • The warranty covers hidden manufacturing defects.

  • If a manufacturing defect is discovered within the warranty period, the Manufacturer undertakes to eliminate the defect (repair the item) or replace the defective part at its own expense and within a reasonable timeframe.

  • The warranty does not cover natural wear and tear of materials (including natural pilling of fabrics), nor damage caused by improper use, self-assembly, careless transportation by the client, or exposure to chemical agents.

6. Contacts for Claims and Inquiries

If you discover a warranty defect or need to process a return for a ready-made item, please contact us, including clear photos of the item and your order number:

We are always dedicated to long-term cooperation and aim to resolve any technical issues in the best interests of our clients.