Terms of sale

Last updated: 23 August 2026

1. Seller and scope

These Terms of Sale apply to purchases made through https://maisalo.com (the “Website”). The seller is MAI SALO RETAIL, S.L., trading as Mai Salo (“Mai Salo”, “we”, “us” or “our”).

• Registered office: C/ Josep Maria Gironella i Pous, 1–3, bajos, 17005 Girona, Spain
• Email: hello@maisalo.com
• Customer service: Available by email and live chat.
• Telephone: [PENDING]
• Tax identification number (NIF): [PENDING]
• Mercantile Registry details: [PENDING]

These terms apply together with the product information, checkout information, Refund Policy, Shipping Policy, Terms of Service and Privacy Policy available on the Website. Mandatory consumer rights always prevail.

2. Customer eligibility

You must have legal capacity to enter into a purchase contract. Orders are intended for personal or household use. If you wish to purchase for commercial resale or as a business customer, contact us before ordering.

You are responsible for providing accurate billing, delivery and contact information and for being authorized to use the selected payment method.

3. Products and product information

We take reasonable care to describe and photograph products accurately. Screen settings, lighting and natural or manufacturing variations may cause small differences in colour or appearance. Measurements and weights described as approximate may be subject to reasonable tolerances. Any material characteristic expressly promised on the product page remains part of the contract, and these provisions do not limit your conformity rights.

Availability is not guaranteed until an order is accepted. Placing an item in a cart does not reserve it. We may discontinue products or change future product information, but changes do not retroactively alter an accepted order.

4. Prices, taxes and payment

The price charged is the price displayed when you place the order, subject to correction of an obvious error before acceptance. Prices shown to consumers include applicable VAT or other sales taxes where required. Delivery charges and any other mandatory charges are displayed before you submit the order.

For destinations outside the European Union, import duties, taxes or customs charges may apply. Where these are not collected at checkout, the customer may be responsible for them as permitted by law. Applicable information will be presented before purchase or by the relevant authority or carrier.

Available payment methods are shown at checkout. Payment may be authorized or collected when the order is placed. We do not charge payment-method fees beyond those permitted by law.

Promotions and discount codes are subject to the conditions disclosed with the promotion, including eligibility, duration and product exclusions. Unless stated otherwise, promotions cannot be combined.

5. Orders and contract formation

Submitting an order is an offer to purchase. An automated acknowledgement confirms receipt but does not by itself mean that we have accepted the order, unless it expressly says so. The purchase contract is formed when we send an express acceptance or dispatch confirmation, whichever occurs first.

Before acceptance, we may decline an order for legitimate reasons such as lack of stock, failed payment authorization, suspected fraud, delivery restrictions, legal requirements or an obvious pricing or product-information error. If payment has been collected for an order we do not accept, we will refund it without undue delay.

Review your order before submitting it. If you request a change or cancellation before dispatch, we will try to accommodate it but cannot guarantee this once processing has begun. Your statutory withdrawal rights are unaffected.

6. Processing and delivery

In-stock orders are normally prepared within 1–3 business days after acceptance and payment authorization. Business days exclude weekends and public holidays applicable at our dispatch location. Pre-order, personalized or made-to-order products may have different processing times, which will be disclosed on the product page or before purchase.

Delivery after dispatch is normally estimated at 2–7 business days for supported European destinations. The typical total estimate for an in-stock order is therefore 3–10 business days after acceptance. These are estimates rather than guaranteed delivery dates unless we expressly agree otherwise. Remote destinations, peak periods, public holidays, carrier disruption and customs may increase delivery time.

We deliver only to destinations available at checkout. Tracking information will be provided where available. If we become aware of a material delay, we will notify you. Your statutory remedies for late or failed delivery remain available, including the right to set an appropriate additional delivery period and, where the legal conditions are met, terminate the contract.

Risk of loss or damage passes to you when you, or a third party designated by you other than the carrier, takes physical possession of the goods. If you independently commission a carrier not offered by us, risk may pass when the goods are delivered to that carrier as permitted by law.

You must provide a complete and accurate delivery address. If a parcel is returned because of an address error, refusal, or failure to collect attributable to you, we may charge the reasonable direct cost of return or redelivery where permitted by law and after informing you.

7. Statutory right of withdrawal

If you are a consumer with a statutory withdrawal right, you may withdraw from an online purchase without giving a reason within 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives the goods. For goods delivered separately under one order, the period begins when the last item is received.

To exercise this right before the deadline, send an unequivocal statement of your decision to withdraw to hello@maisalo.com. You may use the model withdrawal form at the end of these terms, but it is not mandatory. We will acknowledge your notice on a durable medium without undue delay.

Your withdrawal does not require our prior approval. However, please request return instructions when notifying us so that we can provide the correct returns address and handling information. Our registered office is not a returns-processing address; do not send goods there unless we expressly instruct you to do so.

8. Returning goods after withdrawal

After notifying us of withdrawal, you must send the goods back without undue delay and no later than 14 calendar days after your notice. We will provide the applicable return address privately with the return instructions.

You bear the direct cost of an ordinary change-of-mind return. We recommend a tracked and suitably insured service because you may need to demonstrate that the goods were sent and because we cannot process goods we do not receive, subject always to applicable law.

You may inspect goods only as you reasonably could in a physical shop to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond what is necessary for that purpose. Original packaging is recommended to protect and identify the product but is not an absolute condition of the statutory right unless it forms an inseparable part of the product or an applicable legal exception requires the seal to remain intact.

9. Exceptions to withdrawal

The statutory right of withdrawal does not apply where a legal exception applies, including goods made to your specifications or clearly personalized. It may also not apply to sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons once unsealed. Any applicable exception will be clearly disclosed before purchase and will not be applied more broadly than the law permits.

We do not apply a blanket withdrawal exclusion merely because an item is jewelry or an earring.

10. Exchanges

Exchanges are subject to availability and are not complete until confirmed by us. Contact hello@maisalo.com for instructions. We may process an exchange as a return followed by a new order.

For an ordinary size, style or change-of-mind exchange, you bear the return-shipping cost and any delivery charge applicable to the replacement order, disclosed before confirmation. If the product is defective, damaged in transit or incorrect, section 12 applies instead.

11. Refunds following withdrawal

We will reimburse payments covered by the withdrawal, including the cost of our least expensive standard outbound delivery option, without undue delay and no later than 14 days after being informed of your decision. We are not required to refund any extra amount paid for a more expensive delivery method you selected.

We may withhold reimbursement until we receive the goods or you provide evidence that you sent them back, whichever occurs first. Refunds are made using the original payment method unless you expressly agree otherwise, and we will not charge a refund fee. Your bank or payment provider may require additional processing time after we issue the refund.

Any lawful deduction for diminished value will reflect only handling beyond what was necessary to inspect the goods and will be explained to you.

12. Defective, damaged or incorrect goods

Inspect your order reasonably promptly after delivery. If an item is defective, damaged in transit, incorrect or otherwise not in conformity with the contract, contact hello@maisalo.com. Your order number and photographs may help us resolve the matter quickly, but failure to provide photographs does not remove statutory rights.

Where goods lack conformity, remedies will be provided free of charge as required by applicable law. Depending on the circumstances, these may include repair or replacement, a price reduction, or termination and refund. We will bear the reasonable return and redelivery costs for a confirmed defect, transit damage or fulfillment error and will provide instructions.

Under Spanish consumer law, the seller is responsible for a lack of conformity that exists at delivery and becomes apparent within three years after delivery of new goods. Consumers may also benefit from additional or more favourable mandatory protections under the law applicable in their country of residence.

Normal wear, accidental damage, misuse, failure to follow reasonable care instructions or unauthorized alteration is not normally a lack of conformity, unless the issue results from an inherent defect or the goods did not meet the durability or other requirements imposed by applicable law.

13. Promotions, bundles and gifts

If a return means that disclosed conditions for a promotion, bundle, gift or minimum-spend offer are no longer met, the refund may be recalculated consistently with the promotion terms shown at purchase. Any adjustment will be limited to the benefit actually received and permitted by law.

14. Events beyond reasonable control

We are not responsible for delay caused solely by events beyond our reasonable control, such as serious carrier disruption, natural events, governmental action or customs disruption. We will take reasonable steps to reduce the effect, keep you informed and resume performance. This section does not remove statutory rights relating to delayed or failed delivery.

15. Liability and mandatory rights

Nothing in these terms excludes or limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, lack of conformity, or any other liability or consumer right that cannot lawfully be excluded or limited.

For consumers, we are responsible in accordance with applicable law. To the maximum extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or that were caused solely by circumstances beyond our reasonable control.

16. Applicable law and jurisdiction

These Terms of Sale are governed by Spanish law, without depriving consumers of mandatory protection provided by the law of their country of residence. Any dispute will be submitted to the courts determined by applicable mandatory law, including the courts of the consumer’s domicile where required.

17. Contact

Questions about an order or these Terms of Sale should be sent to hello@maisalo.com or submitted through the live chat available on the Website.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. You may instead send any other unequivocal statement.

To: MAI SALO RETAIL, S.L., C/ Josep Maria Gironella i Pous, 1–3, bajos, 17005 Girona, Spain; hello@maisalo.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Goods: ______________________________

Order number: _______________________

Ordered on / received on: _____________

Consumer’s name: ____________________

Consumer’s address: __________________

Signature (only if submitted on paper): ______________

Date: _______________________________