Terms of service

The framework for our sales to private customers: ordering, prices, delivery, withdrawal and guarantees. Clear, so that you can buy with confidence.

Last updated: 8 October 2026

Contents1. Purpose and acceptance 2. Our products 3. Prices 4. Ordering 5. Payment 6. Delivery 7. Right of withdrawal 8. Legal guarantees 9. Liability 10. Personal data 11. Intellectual property 12. Complaints and mediation 13. Applicable law and disputes 14. Changes to these terms

Article 1Purpose and acceptance

These general terms and conditions of sale govern the sales concluded on the fenalor.com site between Fenalor OÜ, a company incorporated under Estonian law, registered under registry code (registrikood) 17547168, intra-Community VAT number EE103006147, whose registered office is at Sepapaja tn 6, 15551 Tallinn, Estonia (hereinafter "Fenalor", "we"), and any natural person acting for purposes which are outside their professional activity (hereinafter "you", "the customer").

Placing any order implies your full and unreserved acceptance of these terms, which you acknowledge having read before confirming your purchase. They prevail over any other document.

Article 2Our products

We present each product with its essential characteristics, through descriptions and photographs that are as faithful as possible. Slight variations in shade or finish, inherent in natural materials and in the display of your screen, cannot give rise to our liability.

Our products are offered while stocks last. Should an item prove to be unavailable after your order, we would inform you as soon as possible and offer you a replacement piece; if you prefer, you are refunded the corresponding amount as soon as you ask.

Article 3Prices

Prices are shown in euros, inclusive of all taxes. The VAT applied is that of the country of delivery, under the EU One-Stop Shop (OSS) scheme. Any delivery costs are shown before you confirm your order and repeated in the order summary.

We may change our prices at any time; the price applicable to your order is the one displayed at the moment you confirm it.

Whenever a price reduction is announced, the reference price shown is the lowest price we have charged for the item during the thirty days preceding the reduction.

Article 4Ordering

You select your items, check the details of your cart, enter your delivery and payment information, then give final confirmation of your order. This confirmation constitutes a commitment on your part.

A confirmation email summarising your order is sent to you. The sale is concluded once this confirmation has been sent. We reserve the right to refuse or cancel any order that is abnormal in nature or made in bad faith, or in the event of a previous dispute.

Article 5Payment

Payment is made in full, at the time of ordering, using the payment methods offered on the site. Transactions are secured by our payment providers; we never have access to your full banking details.

Retention of title. The products remain our property until their price has been paid in full. The transfer of risk nevertheless takes place on handover of the products, in accordance with article 6.

Article 6Delivery

We deliver throughout the European Union. Delivery times and costs are shown on the product pages and when you order, and are set out in detail on our Delivery page. The delivery times given are indicative and run from the confirmation of your order.

Delivery is made to the address you have provided. The risk of loss or damage passes to you at the moment you take physical possession of the products.

In the event of a delay, we keep you informed and do everything we can to deliver to you as soon as possible. If your parcel reaches you damaged, let us know at contact@fenalor.com, with photographs if possible, so that we can quickly find a solution.

Article 7Right of withdrawal

You have a period of fourteen days from receipt of your order to exercise your right of withdrawal, without having to give any reason.

Beyond this legal right, we offer you, as a commercial gesture, an extended period of thirty days from receipt to change your mind and return an item to us, under the conditions set out on our Returns page.

To exercise it, the simplest way is to use the dedicated function from your customer account, in your order details. You may also inform us of your decision by an unequivocal statement sent to contact@fenalor.com, or use the form below. An acknowledgement of receipt is sent to you on a durable medium.

Model withdrawal form To Fenalor OÜ, contact@fenalor.com:
I hereby give notice that I withdraw from the contract relating to the order below:
Order no. / placed on: …
Customer name: …
Customer address: …
Date: …

You return the products to us within fourteen days of notifying us of your withdrawal. The cost of return remains at your expense: to make the process easier for you, we provide you with a prepaid return label, the cost of which is deducted from your refund. The products must be returned complete and in a condition that allows them to be resold.

We refund all sums paid, including standard delivery costs, no later than fourteen days after notification of your withdrawal, using the same payment method as the one used for the order. We may withhold the refund until we have received the products back or you have supplied proof of having sent them.

The right of withdrawal does not apply to products made to your specifications or clearly personalised.

Article 8Legal guarantees

Independently of any commercial guarantee, you benefit from the legal guarantees provided for by law.

Legal guarantee of conformity. You have two years from receipt of the product to take action, or the longer period provided by the law of your country of residence (three years in Spain and Portugal, for example). The product must conform to its description and to the expected use; failing this, you may request its repair or replacement, then, where applicable, a price reduction or the cancellation of the sale.

Guarantee against hidden defects. You may also invoke the guarantee against hidden defects in the item sold, under the conditions provided for by law.

Defective or non-conforming product. If the product you receive has a defect or does not match your order, the return is entirely at our expense: we send you a prepaid return label and replace the piece or, if you prefer, refund it. No costs remain payable by you.

To invoke these guarantees, write to us at contact@fenalor.com. We will guide you through the process.

Article 9Liability

We cannot be held liable in the event of misuse of the product, nor for damage resulting from force majeure or from the unforeseeable and insurmountable act of a third party. We remain fully bound by the obligations imposed on us by law in respect of the sale.

Article 10Personal data

The data you provide to us is necessary to process your order. Its processing is described in detail in our Privacy policy, which sets out your rights and how to exercise them.

Article 11Intellectual property

All elements of the site (content, visuals, the Fenalor name, the signature Made to be loved) are protected. Your order does not grant you any intellectual property rights over these elements. See our Legal notice.

Article 12Complaints and mediation

For any complaint, please contact our customer service first at contact@fenalor.com: we always look for a quick, amicable solution.

Should no solution be found, you may, as a consumer, refer the matter free of charge to a consumer mediator with a view to the amicable resolution of the dispute. The contact details of the competent mediator will be specified here and will be provided to you on simple request.

Article 13Applicable law and disputes

These terms are governed by the law applicable to the sale. As a consumer, you retain the benefit of the mandatory protective provisions of your country of habitual residence within the European Union. Failing an amicable resolution, the dispute may be brought before the competent courts.