Terms and Conditions at MiaThéo
These terms apply to consumers purchasing from MiaThéo. The agreement is established between you as the consumer and Paul & Badran Group AB, organization number 559155-9546. These terms apply to purchases made through our website, by phone, or by email.
MiaThéo Contact Information:
Paul & Badran Group AB
Address: Sibyllegatan 22, 114 42 Stockholm
Tel: 0732 466 411
Email: hello@miatheo.com
As a private customer, you are covered by the Consumer Purchases Act and the Distance and Off-Premises Contracts Act (2005:59). For businesses, including sole proprietors, the Sales Act applies, meaning that business agreements take precedence over the law.
Shopping & Ordering
Personal Information
We handle personal data in accordance with our privacy policy and GDPR. We reserve the right to cancel and amend orders with incorrect personal information. Agreements are not made with minors (under 18) without parental written consent and ID verification. We do not accept credit purchases for individuals under 18.
Handling of personal data at MiaThéo follows the Personal Data Act (PUL) and GDPR to ensure data protection. This includes data collection, management, and storage practices, which involve customer names, addresses, email, phone numbers, and payment details. MiaThéo only shares personal data with third parties when necessary for order processing, such as logistics partners and payment providers.
Purchase Agreement
Purchases can be made via the MiaThéo website or through a salesperson. By ordering, you accept our terms and conditions. When purchasing through a salesperson, the final decision remains with you, the customer, though our team may offer recommendations.
Pricing
Prices include VAT. Shipping and additional service costs may be added to the final price. We reserve the right to adjust prices, correct pricing errors, or cancel orders if an incorrect price has been displayed. You will be contacted to approve any price adjustments.
Product Information
We reserve the right to correct errors in stock status, shipping, or pricing. In cases of discrepancies, you will be notified and may cancel your purchase if desired. Images on MiaThéo are illustrative; slight variations may occur in the actual product due to settings or natural material variations, such as wood or stone. For a specific color shade/batch, please check stock availability with us.
Order in Advance
We recommend booking tradespeople only after receiving and inspecting your delivery to avoid any additional costs for unanticipated delays.
Accessories Ordered with MiaThéo Kitchens
If you order sinks, faucets, or stovetops from MiaThéo, these items are shipped separately from kitchen fronts. You will receive notifications regarding the delivery of accessories.
Force Majeure
MiaThéo is not liable for delays due to unforeseen circumstances beyond our control, such as strikes, lockdowns, illness, machine breakdowns, transport delays, or supplier issues. We are not responsible for costs arising from such delays or additional costs incurred by third parties, such as tradespeople or transporters not booked by MiaThéo.
Payment
Klarna Checkout
We collaborate with Klarna and offer Klarna Checkout. You can choose to pay with card (Visa, MasterCard, and Zaver), direct bank payment, or invoice.
You can also choose to split your invoice according to Klarna's payment terms.
If you have questions about your payment, you are welcome to contact Klarna Customer Service at 08-120 120 10. Read the full terms of purchase on Klarna's website.
Payment Terms MiaThéo Kitchen
If you use any of our design assistance services, the design cost will be paid at the start of the collaboration, and the total order value must be paid before production. Other products purchased via miatheo.com, such as sinks, faucets, and stoves, must be paid 100% upon ordering.
We also collaborate with Zaver.se, which is supervised by the Financial Supervisory Authority. With Zaver, you can choose between direct payment via your bank with BankID, invoice, or splitting the payment. Zaver.se offers you interest-free installments for up to 24 months.
Shipping & Delivery
Delivery Options
We often offer several different delivery options, and in the checkout, you can see the various delivery options available for your order and delivery address.
Partial Delivery
If you have ordered products from different suppliers/brands, they may be delivered at different times. A notification for each partial delivery will then occur. For questions about split deliveries, please contact our customer service.
Delivery Times
The delivery time is indicated when placing an order online and is also included in the order confirmation. Delivery of in-stock items typically occurs no later than the next day; the delivery time can be seen in the checkout when selecting a delivery option.
For the purchase of special order products, we will notify you of a more precise delivery time as soon as the product is ordered and feedback from the supplier has been received. If a delivery delay occurs, we will contact you and keep the order active. If the product has been discontinued, you will be informed as soon as feedback from the supplier is received; please contact customer service for assistance in choosing another product or to cancel the purchase.
Home Delivery
Delivery of larger products, such as appliances, occurs to the property line or door unless otherwise specified or if an indoor delivery service has been purchased. The delivery will occur as far as a truck can access, and the carrier cannot be responsible for, e.g., locked gates, etc. Once the delivery is unloaded from the truck, the customer is responsible for carrying the product into the residence or to the desired area. Identification must be presented at the time of delivery.
Some items may be heavy to carry in by yourself, and there is often an additional service for indoor delivery. When you purchase indoor delivery as an additional service, the carrier will carry the product to the desired room in your home. In some cases, you as the customer may need to assist during delivery. An executed indoor delivery is non-refundable if the product is returned.
Delivery of Countertops in Collaboration with Kitchens.se
Delivery of materials that are in stock takes 10-14 working days. However, please note that it can take up to 5-6 weeks from measuring and final payment—everything depends on the choice of material and the overall process. The recipient is responsible for accessibility to the property. When choosing measuring, delivery, and installation, this includes delivery to ground level. Two persons for indoor delivery and installation are included. If the stone is too large or heavy, additional carrying help may be needed. If extra carrying assistance is required, you can either arrange this yourself or hire an additional team from us to assist with carrying and installation.
Undelivered Orders
Shipments that have not been received after notification or if the delivery cannot occur due to incomplete delivery information, such as incorrect delivery address, phone number, recipient name, or if no one is present at the agreed time, will be returned. This also applies to packages delivered to a pickup point that are not collected. If this occurs, the customer will be charged a fee of 599 SEK for unclaimed shipment. The customer will also be charged for the return cost. The return cost varies depending on the item. If you would like us to resend the item afterward, you, as the customer, will be responsible for the new shipping cost. Unclaimed shipments are not covered by the right of withdrawal.
Storage Fee
If you do not receive your home delivery within 5 days from the time you receive notification, you may be charged an additional handling fee of 350 SEK per day and shipment, according to NSAB 2015 §25. If you have chosen a delivery date beyond the 5 free days, our customer service will contact you via email before a storage fee for terminal costs is charged, so you have the opportunity to contact the transport company and change your delivery date. The cost will be invoiced afterward.
Delivery Without Acknowledgment
If your item is sent with home delivery and you are unable to receive it but still want it delivered, you must inform us in writing in good time so we can inform the carrier of this. If the delivery is left without acknowledgment, the right to claim for transport damage will be lost. We are also not responsible if the item is stolen or goes missing after it has been delivered.
Change of Address for Delivery
The delivery information you provide in the order must be correct when you submit an order to us. If you need to change the delivery address during transport, the shipping companies charge a fee of 450 SEK, which you will be billed. The cost includes a new shipping label and administrative work. Therefore, please ensure to enter the correct delivery information for your order to avoid additional charges. The information included in the address change includes name, phone number, and delivery address.
Transport Risk
We are responsible for all damages that may occur during transport to you. If you discover that the shipment is damaged during transport, either on the product or the packaging, we ask you to immediately report this to the shipping company by noting the damage on the shipping document before the delivery is acknowledged.
Then report the damage directly to our customer service so we can best assist you with the claim. The same applies to any hidden damages discovered on the shipment. The damage must be reported to us within seven (7) working days of receiving the delivery. Therefore, it is important that you unpack and inspect your products carefully immediately after the delivery arrives.
If damage has occurred such that you cannot use the product, please contact our customer service immediately by submitting a claim. It is important that you include the tracking number and photographic evidence of the damage, with the entire product visible in the image and an image of the packaging damage. It is also important to keep the packaging so that the damage can be inspected during the handling of the claim. Depending on the extent of the damage, the product will either be replaced or a repair technician will be sent to your location to fix the issue.
Things to Consider During Delivery
The product must be able to be carried with the packaging on, so allow for some extra space around the dimensions of the product without packaging. The carrier is not allowed to unpack the goods to carry them in due to the risk of damage to the product and property.
You should also consider protecting the floors before the delivery occurs, as the driver cannot take off their shoes during delivery due to occupational safety regulations. When delivering products that are connected to water, there may be traces of water in the product and packaging, which can also spill onto the floor as they are always tested at the factory before delivery.
Other Delivery Information
Delivery typically occurs when the order is complete at our warehouse and is sent in a single shipment to the end customer. In special cases, orders may be sent separately if the product is shipped directly from the supplier's warehouse to the end customer and does not go through our warehouse. Please note that delivery times may be affected if the product is not in stock or if it is backordered. We will inform you of this in such cases.
Transport Damage
Before all deliveries from us, the products are thoroughly inspected to minimize the risk of transport damage. If a transport-damaged product still arrives, we will remedy the issue free of charge. Inspect the goods carefully upon delivery and make any remarks on the shipping document if there are any suspicions of damage. Unpack the item immediately upon receipt and inspect it carefully, as sometimes hidden transport damage can occur. A transport damage claim must be reported to our customer service within a reasonable time, and please attach images of the damage and the packaging. Please remember to keep the packaging in the case of transport damage, as the carrier wants the opportunity to investigate it to minimize the risk of transport damage in the future. A transport damage claim must be reported within a reasonable time.
Right of Withdrawal
For private individuals, we apply the Distance and Home Sales Act and the Consumer Purchase Act. According to the Distance and Home Sales Act, you have the right to withdraw from your purchase within 14 days of receiving the item without having to provide any specific reason. When invoking the right of withdrawal, it applies under Section 12 of Chapter 2 of the Distance and Home Sales Act, provided that the item and its packaging remain in substantially unchanged condition and that you, as the customer, bear the shipping cost for the return. If the item has been used and is no longer in unchanged condition, deductions may be made from the refund. In addition to return shipping, a handling fee for the return will also be charged (see the section on Return Costs).
The Act (2005:59) on Distance Contracts and Contracts Outside Business Premises contains several provisions that limit the right to utilize the right of withdrawal. We hereby inform you, as a customer, that according to Section 5, the right of withdrawal does not apply if the agreement concerns: "an item that is to be manufactured or significantly changed according to the consumer's specific wishes or that otherwise has a clear personal touch." Examples of this are items that are made to order and customized according to the customer’s wishes or ordered from the factory. The right of withdrawal does not apply to agreements under Section 11, subsection 4, which refers to: "an item that can quickly deteriorate or become outdated." Thus, the right of withdrawal does not apply to items with a limited shelf life or those classified as perishable goods, such as flooring, batteries, adhesives, and grout. Flooring and wall tiles sold in falling lengths are not returnable. The right of withdrawal also does not apply to used hygiene products.
You have the right to examine the item to ensure its properties and functions. However, you may be liable for compensation if the product has been used or handled to a greater extent than what has been necessary to determine the promised functions and properties. Such a price deduction may amount to the entire price of the item.
For specially manufactured products (e.g., fronts, display cabinets, sides, plinths, etc.) that are made to order, MiaThéo reserves the right to retain the full payment if the customer wishes to cancel the order after the agreement has been signed. Cancellations are under no circumstances refundable.
When ordering special-made items online, we offer our customers a 48-hour right of withdrawal from the time the order is placed online.
Returns
If you wish to return your item for an exchange or refund, you must notify our customer service within 14 days of receiving the delivery. Please note that you cannot register a return if you have not received your item.
The right of withdrawal applies provided that the item and its packaging remain in substantially unchanged condition. In cases where the packaging is opened and the item is inspected, photographic evidence of the product and packaging must be provided to the returns department in connection with the matter. Even if the packaging is unopened, photographic evidence of the packaging must be provided to the returns department in connection with the matter. If you, as a customer, are unable to register a return within the 14 days due to a delivery delay, the return request should be emailed to our returns department for manual processing.
Promotional items and clearance items that are heavily discounted and labeled as "promotion" or "clearance" are exempt from the right of withdrawal and cannot be returned.
A return case is assessed by the returns department, and in some cases together with the supplier, and may therefore take some time before a final assessment is completed. We therefore appreciate it if you, as a customer, respond when a question is asked in the case that could expedite the process. We would like you to respond to us in the case within 2 weeks; if we do not receive a response within this time, we will decline and close the case. You can then create a new case if you wish to return the item again, upon which a new assessment will be made.
Returns cannot be sent cash on delivery or in any other way that does not go through us. If an item is returned incorrectly, without our return labels, we are not responsible for the return. In the event of an incorrect return, you as the customer are responsible for the transportation and also for if the item is lost or damaged during transport. If an unauthorized return comes back to us, we will not credit you for it. You always have the right to have the unauthorized item returned to you at your shipping cost.
We do not accept returns for specially made products such as fronts, plinths, cover sides, display cabinets, etc.
Refund upon Return
Approved refunds for returns will occur after the item has been received and inspected to confirm it is in good condition.
Return Costs
MiaThéo does not cover any returns. You as the customer are always responsible for return shipping costs. Our shipping prices upon ordering are subsidized and sometimes even free shipping to make it as convenient as possible for you as a customer to shop at MiaThéo; therefore, we unfortunately cannot cover any returns.
Return shipping varies depending on the product, postal code, and weight. Since all returns are booked by us, we have full control over return flows and minimize damages and lost packages that do not come back to us. All returns are also insured for transport. This way, we can offer a smooth return experience for all our customers.
Below are guidelines for return shipping. For certain items, a return handling fee may be charged to manage the return. The return handling fee covers costs incurred to manage the return, such as administrative costs and picking and handling costs. Please note that the prices below are approximate and only indicative. Information regarding the return process and what your return will cost will be provided by the contact person managing your case.
Return Shipping with Collection Point
0-10 kg, Price: 150-350 SEK
10-20 kg, Price: 351-550 SEK
Return Shipping for Bulky and Heavier Items (package/pallet collection to the property line)
Price: 551-5,000 SEK
Prices are based on gross weight, postal code, and type of item. Special order items cannot be returned. The prices above do not include handling costs.
When an item is returned, you should always keep the receipt from the carrier for the collected product, as the responsibility for the return lies with the customer until it is acknowledged at our warehouse.
Refund upon Return
Refunds will be processed promptly after we receive and approve the returned item, but no later than fourteen (14) days from the date of receipt. The refund will be issued using the same payment method used for the original purchase. Please note that we reserve the right to deduct for depreciation if the item has been used beyond what is necessary to assess its properties. Additional services performed will not be refunded when exercising the right of withdrawal. Some suppliers may deduct return fees even if the item is unused; in such cases, the customer is responsible for the fee.
Returns of Promotional Items
For purchases that include a gift or additional discount, the value of the gift or discount will be considered a general discount on the total purchase amount. If any part of the purchase is exchanged or returned, the returned items will be valued at the purchase price minus their proportionate share of the general discount. There will be no recalculation of the original basis for gifts or discounts during exchanges.
Returns of Kitchen Fronts
Please note that special orders and materials that have been refined, processed, cut, or specially ordered for the customer are non-returnable. Items returned in non-original packaging, inadequately packaged, or damaged will not be credited, including items with opened packaging.
Business Customers
For business customers purchasing at MiaThéo, the Sale of Goods Act applies. Businesses are not granted open purchase or right of withdrawal. If a right of return is allowed under the Sale of Goods Act, a return deduction of 25% of the item's value may apply, in addition to return shipping costs.
The right of withdrawal applies provided that the item and its packaging remain in substantially unchanged condition. In cases where the packaging is opened and the item is inspected, photographic evidence of the product and packaging must be provided to the returns department in connection with the matter. Even if the packaging is unopened, photographic evidence of the packaging must be provided to the returns department in connection with the matter. If you, as a customer, are unable to register a return within the 14 days due to a delivery delay, the return request should be emailed to our returns department for manual processing.
Promotional items and clearance items that are heavily discounted and labeled as "promotion" or "clearance" are exempt from the right of withdrawal and cannot be returned.
A return case is assessed by the returns department, and in some cases together with the supplier, and may therefore take some time before a final assessment is completed. We therefore appreciate it if you, as a customer, respond when a question is asked in the case that could expedite the process. We would like you to respond to us in the case within 2 weeks; if we do not receive a response within this time, we will decline and close the case. You can then create a new case if you wish to return the item again, upon which a new assessment will be made.
Returns cannot be sent cash on delivery or in any other way that does not go through us. If an item is returned incorrectly, without our return labels, we are not responsible for the return. In the event of an incorrect return, you as the customer are responsible for the transportation and also for if the item is lost or damaged during transport. If an unauthorized return comes back to us, we will not credit you for it. You always have the right to have the unauthorized item returned to you at your shipping cost.
We do not accept returns for specially made products such as fronts, plinths, cover sides, display cabinets, etc.
Refund upon Return
Approved refunds for returns will occur after the item has been received and inspected to confirm it is in good condition.
Return Costs
MiaThéo does not cover any returns. You as the customer are always responsible for return shipping costs. Our shipping prices upon ordering are subsidized and sometimes even free shipping to make it as convenient as possible for you as a customer to shop at MiaThéo; therefore, we unfortunately cannot cover any returns.
Return shipping varies depending on the product, postal code, and weight. Since all returns are booked by us, we have full control over return flows and minimize damages and lost packages that do not come back to us. All returns are also insured for transport. This way, we can offer a smooth return experience for all our customers.
Below are guidelines for return shipping. For certain items, a return handling fee may be charged to manage the return. The return handling fee covers costs incurred to manage the return, such as administrative costs and picking and handling costs. Please note that the prices below are approximate and only indicative. Information regarding the return process and what your return will cost will be provided by the contact person managing your case.
Return Shipping with Collection Point
0-10 kg, Price: 150-350 SEK
10-20 kg, Price: 351-550 SEK
Return Shipping for Bulky and Heavier Items (package/pallet collection to the property line)
Price: 551-5,000 SEK
Prices are based on gross weight, postal code, and type of item. Special order items cannot be returned. The prices above do not include handling costs.
When an item is returned, you should always keep the receipt from the carrier for the collected product, as the responsibility for the return lies with the customer until it is acknowledged at our warehouse.
Refund upon Return
Refunds will be processed promptly after we receive and approve the returned item, but no later than fourteen (14) days from the date of receipt. The refund will be issued using the same payment method used for the original purchase. Please note that we reserve the right to deduct for depreciation if the item has been used beyond what is necessary to assess its properties. Additional services performed will not be refunded when exercising the right of withdrawal. Some suppliers may deduct return fees even if the item is unused; in such cases, the customer is responsible for the fee.
Returns of Promotional Items
For purchases that include a gift or additional discount, the value of the gift or discount will be considered a general discount on the total purchase amount. If any part of the purchase is exchanged or returned, the returned items will be valued at the purchase price minus their proportionate share of the general discount. There will be no recalculation of the original basis for gifts or discounts during exchanges.
Returns of Kitchen Fronts
Please note that special orders and materials that have been refined, processed, cut, or specially ordered for the customer are non-returnable. Items returned in non-original packaging, inadequately packaged, or damaged will not be credited, including items with opened packaging.
Business Customers
For business customers purchasing at MiaThéo, the Sale of Goods Act applies. Businesses are not granted open purchase or right of withdrawal. If a right of return is allowed under the Sale of Goods Act, a return deduction of 25% of the item's value may apply, in addition to return shipping costs.
Complaints
If you find any quality issues with delivered goods, please contact our customer service at hello@miatheo.com. If an item needs to be replaced, it is the buyer's responsibility to return the defective goods to the seller. Returns arising from a complaint will be covered by us. Please do not book a craftsman until you have confirmed that the correct items have been delivered without any damage. In cases of visible or hidden damage, we require photo documentation of the damage with your complaint.
If any of the delivered items are incorrect, please contact our customer service as soon as possible so we can resolve the issue. Items that have been mistakenly delivered or are defective should not be installed, as this is considered acceptance of the delivery. If a product manufacturer provides support and service, you will be referred directly to the respective manufacturer's support.
The right of complaint does not cover defects caused by normal wear and tear. Customers have a three-year right of complaint according to the law if the product deviates from what is considered normal wear or what can be expected from a natural material. Please note that this only applies to the material and not the actual construction work, as we do not install any materials. Complaints must be made within a reasonable time after discovering the defect, but no later than two months.
Inspecting Goods Upon Delivery
When you purchase a product from MiaThéo, it is crucial to inspect the goods immediately upon delivery. All items are insured during transit, but you are responsible for checking the quantity, color variations, and any visible or hidden damages. If there is visible transport damage with broken packaging and goods, this must be noted by the driver on the shipping receipt. Transport damage should be reported to us promptly, but no later than four days after receiving your delivery.
Complaints must be made before the item is installed. Complaints after installation will not be accepted.
Registering a Complaint
When registering a complaint, please briefly describe the reason for the complaint. If the item cannot be repaired, please specify in your complaint whether you would like a replacement or a credit. To facilitate the handling of your complaint swiftly, please provide the following information:
Photographic evidence of the item showing the defect. Ensure the entire item is visible in the image along with the defect. For example, if it involves tiles or natural stone, include an overview image of all broken pieces.
If it pertains to visible or hidden transport damage, include images of both the packaging and the damaged item. If you have discarded the packaging, this may delay the complaint process as we will lack proper documentation for the transport damage.
If incorrect information is provided by you as the customer, we reserve the right to invoice you accordingly. For example, if you report visible transport damage noted by the driver, but the notation is later found to be missing, or if you complain about a defective item that turns out to be fully functional due to misuse.
Assessment of Complaints
A complaint is assessed by our complaint department in conjunction with the supplier, and most cases are typically resolved within a week. However, for more complex products, assessment may take up to two months before a final determination is made. For example, this applies to installed kitchen doors. We encourage you to respond promptly to any inquiries regarding your case to expedite the process. If we do not receive a response, we reserve the right to dismiss and close the case. You can then create a new case if you wish to complain again. We aim for you to respond within two weeks so our customer service can assist you effectively. Please note that response times from us may sometimes take longer, as we may be investigating the issue with the supplier and/or shipping company.
For approved complaints, MiaThéo will cover the cost of return shipping. If the item needs to be disposed of, you must wait for our approval. If you have disposed of the damaged item without approval, we will not be able to provide a replacement or credit.
We reserve the right to handle approved complaints in the following order:
Assess whether the item can be repaired.
Offer a price deduction on the item's value, or provide a replacement with a new, identical item. We can provide up to three replacements.
If the item is no longer available, we will replace it with a comparable product.
Provide a credit for the item.
Complaints Regarding Custom-Made Products
If you, as a private customer, receive a damaged product (see below regarding transport damage), or if we have sent the wrong item, you must report the item within five business days of receiving your delivery. You must not install or use the product; doing so will void the complaint.
Installed kitchen doors are considered accepted at the beginning of the installation. Do not install a product that has any defects.
If you install the doors yourself, any damages such as scratches, abrasions, or dents will be considered installation damage and will not be covered by our warranty.
The warranty also does not cover damage caused by moisture penetration, such as at seams. Costs for installation and disassembly of a damaged or incorrectly sent item will not be accepted.
Do not book a craftsman until you have confirmed that the correct items have been delivered without any damages or material defects. Claims for compensation for other costs besides the product will not be accepted.
The packaging must be thoroughly checked upon delivery. If it is damaged, this must be noted on the freight forwarder's shipping receipt and reported to us; otherwise, the claim will not be accepted. Any hidden transport damage must be reported to the freight forwarder within five days of delivery. Damage to goods caused by the freight forwarder that is not reported within five days will not be accepted.
If you, as a business customer, receive a damaged product or if we have sent the wrong item, you must send a complaint to us via email as soon as you receive the item, provided you report the damage within five days. Otherwise, we will first refer you to the respective manufacturer or service center.
For both private and business customers, if we require the damaged or incorrectly sent item back, it must be returned in its original packaging using the same shipping company as when it was received. The return will then be cost-free.
ROT Deduction (for Swedish customers)
If, for any reason, you do not receive the agreed amount for the ROT deduction according to your order, you, as the consumer, are liable for the remaining balance owed to MiaThéo. Please contact the Swedish Tax Agency or visit their website if you have questions regarding the ROT deduction.
Intellectual Property Rights
Our web platform and its content are protected by intellectual property laws. This means that images, names, and logos are trademarks owned by us or third parties. You may not use, copy, modify, assign, or otherwise utilize the information on the web platform without our consent (other than what is permitted in this agreement or mandatory law). If you wish to use any material from the web platform, it must be expressly authorized in writing by us or the owner of the intellectual property right.
Disputes
Our goal is to resolve any issues amicably with the purchasing party before or after the purchase. Always contact our customer service at hello@miatheo.com first to resolve the problem. In the event of any ambiguities or disputes, the end customer may escalate the case to the General Complaints Board (Allmänna reklamationsnämnden) at www.arn.se, where we adhere to their decisions. The General Complaints Board is impartial and does not advise any involved party. Cases submitted to the General Complaints Board must be filed within six (6) months after the selling party has denied the buying party's claim.
In the event of a dispute regarding this agreement concerning interpretations or applications, it shall be construed in accordance with Swedish law and resolved by the General Complaints Board or, as a last resort, by a Swedish court.
If any of the delivered items are incorrect, please contact our customer service as soon as possible so we can resolve the issue. Items that have been mistakenly delivered or are defective should not be installed, as this is considered acceptance of the delivery. If a product manufacturer provides support and service, you will be referred directly to the respective manufacturer's support.
The right of complaint does not cover defects caused by normal wear and tear. Customers have a three-year right of complaint according to the law if the product deviates from what is considered normal wear or what can be expected from a natural material. Please note that this only applies to the material and not the actual construction work, as we do not install any materials. Complaints must be made within a reasonable time after discovering the defect, but no later than two months.
Inspecting Goods Upon Delivery
When you purchase a product from MiaThéo, it is crucial to inspect the goods immediately upon delivery. All items are insured during transit, but you are responsible for checking the quantity, color variations, and any visible or hidden damages. If there is visible transport damage with broken packaging and goods, this must be noted by the driver on the shipping receipt. Transport damage should be reported to us promptly, but no later than four days after receiving your delivery.
Complaints must be made before the item is installed. Complaints after installation will not be accepted.
Registering a Complaint
When registering a complaint, please briefly describe the reason for the complaint. If the item cannot be repaired, please specify in your complaint whether you would like a replacement or a credit. To facilitate the handling of your complaint swiftly, please provide the following information:
Photographic evidence of the item showing the defect. Ensure the entire item is visible in the image along with the defect. For example, if it involves tiles or natural stone, include an overview image of all broken pieces.
If it pertains to visible or hidden transport damage, include images of both the packaging and the damaged item. If you have discarded the packaging, this may delay the complaint process as we will lack proper documentation for the transport damage.
If incorrect information is provided by you as the customer, we reserve the right to invoice you accordingly. For example, if you report visible transport damage noted by the driver, but the notation is later found to be missing, or if you complain about a defective item that turns out to be fully functional due to misuse.
Assessment of Complaints
A complaint is assessed by our complaint department in conjunction with the supplier, and most cases are typically resolved within a week. However, for more complex products, assessment may take up to two months before a final determination is made. For example, this applies to installed kitchen doors. We encourage you to respond promptly to any inquiries regarding your case to expedite the process. If we do not receive a response, we reserve the right to dismiss and close the case. You can then create a new case if you wish to complain again. We aim for you to respond within two weeks so our customer service can assist you effectively. Please note that response times from us may sometimes take longer, as we may be investigating the issue with the supplier and/or shipping company.
For approved complaints, MiaThéo will cover the cost of return shipping. If the item needs to be disposed of, you must wait for our approval. If you have disposed of the damaged item without approval, we will not be able to provide a replacement or credit.
We reserve the right to handle approved complaints in the following order:
Assess whether the item can be repaired.
Offer a price deduction on the item's value, or provide a replacement with a new, identical item. We can provide up to three replacements.
If the item is no longer available, we will replace it with a comparable product.
Provide a credit for the item.
Complaints Regarding Custom-Made Products
If you, as a private customer, receive a damaged product (see below regarding transport damage), or if we have sent the wrong item, you must report the item within five business days of receiving your delivery. You must not install or use the product; doing so will void the complaint.
Installed kitchen doors are considered accepted at the beginning of the installation. Do not install a product that has any defects.
If you install the doors yourself, any damages such as scratches, abrasions, or dents will be considered installation damage and will not be covered by our warranty.
The warranty also does not cover damage caused by moisture penetration, such as at seams. Costs for installation and disassembly of a damaged or incorrectly sent item will not be accepted.
Do not book a craftsman until you have confirmed that the correct items have been delivered without any damages or material defects. Claims for compensation for other costs besides the product will not be accepted.
The packaging must be thoroughly checked upon delivery. If it is damaged, this must be noted on the freight forwarder's shipping receipt and reported to us; otherwise, the claim will not be accepted. Any hidden transport damage must be reported to the freight forwarder within five days of delivery. Damage to goods caused by the freight forwarder that is not reported within five days will not be accepted.
If you, as a business customer, receive a damaged product or if we have sent the wrong item, you must send a complaint to us via email as soon as you receive the item, provided you report the damage within five days. Otherwise, we will first refer you to the respective manufacturer or service center.
For both private and business customers, if we require the damaged or incorrectly sent item back, it must be returned in its original packaging using the same shipping company as when it was received. The return will then be cost-free.
ROT Deduction (for Swedish customers)
If, for any reason, you do not receive the agreed amount for the ROT deduction according to your order, you, as the consumer, are liable for the remaining balance owed to MiaThéo. Please contact the Swedish Tax Agency or visit their website if you have questions regarding the ROT deduction.
Intellectual Property Rights
Our web platform and its content are protected by intellectual property laws. This means that images, names, and logos are trademarks owned by us or third parties. You may not use, copy, modify, assign, or otherwise utilize the information on the web platform without our consent (other than what is permitted in this agreement or mandatory law). If you wish to use any material from the web platform, it must be expressly authorized in writing by us or the owner of the intellectual property right.
Disputes
Our goal is to resolve any issues amicably with the purchasing party before or after the purchase. Always contact our customer service at hello@miatheo.com first to resolve the problem. In the event of any ambiguities or disputes, the end customer may escalate the case to the General Complaints Board (Allmänna reklamationsnämnden) at www.arn.se, where we adhere to their decisions. The General Complaints Board is impartial and does not advise any involved party. Cases submitted to the General Complaints Board must be filed within six (6) months after the selling party has denied the buying party's claim.
In the event of a dispute regarding this agreement concerning interpretations or applications, it shall be construed in accordance with Swedish law and resolved by the General Complaints Board or, as a last resort, by a Swedish court.