Terms & Conditions Mesa Serena BV

These terms and conditions apply to every order placed with the online shop of Mesa Serena B.V. at mesaserena.nl.

Article 1 – Definitions

In these terms and conditions:

1. Mesa Serena: Mesa Serena B.V., the seller of the products in the online shop.
2. Customer: any natural person not acting in the course of a profession or business who enters into an agreement with Mesa Serena.
3. Agreement: the distance purchase agreement concluded via the online shop.
4. Right of withdrawal: the customer's option to cancel the agreement within the cooling-off period.
5. Cooling-off period: the period within which the customer can exercise the right of withdrawal.
6. Durable medium: any means that enables the customer or Mesa Serena to store information and reproduce it unchanged, such as email.
7. Day: calendar day.

Article 2 – Identity of Mesa Serena

Article 3 – Applicability

1. These terms and conditions apply to every offer made by Mesa Serena and to every agreement between Mesa Serena and the customer.
2. Before the agreement is concluded, the customer can read and save these terms and conditions on the website. On request, Mesa Serena will send them free of charge.
3. Deviations from these terms and conditions only apply if Mesa Serena and the customer have agreed to them in writing.
4. If any provision of these terms and conditions is void or annulled, the remaining provisions remain in full force.
5. These terms and conditions are intended for consumers. Separate terms and arrangements apply to business customers, such as shops and other retailers; see our page for retailers.

Article 4 – The offer

1. The offer contains a description of the products that is as accurate as possible, including photos, dimensions, colours and price.
2. Mesa Serena mainly sells handmade ceramics. Colour, glaze and dimensions may therefore differ slightly per piece from the photos and description. Such small differences are part of the product and are not a defect (see also Article 14).
3. Colours on a screen may differ from the actual colour.
4. Obvious mistakes or errors in the offer, such as a clearly incorrect price, do not bind Mesa Serena.
5. The offer is valid while stocks last.

Article 5 – The agreement

1. The agreement is concluded at the moment the customer completes the order and thereby accepts the offer.
2. Mesa Serena confirms receipt of the order by email straight away. As long as this confirmation has not been received, the customer may cancel the agreement.
3. Mesa Serena may refuse or cancel an order if there is a valid reason, for example suspected fraud or if a product unexpectedly becomes unavailable. Any amount already paid will then be refunded within 14 days.
4. No later than upon delivery, the customer receives the key details of the agreement by email, including these terms and conditions, information about the right of withdrawal and the model withdrawal form.

Article 6 – Right of withdrawal

1. The customer may cancel an agreement within a cooling-off period of 14 days without giving any reason.
2. The cooling-off period starts on the day after the customer, or a third party designated by the customer who is not the carrier, has received the product.
3. If a single order consists of several products delivered separately, the cooling-off period starts on the day after the last product has been received.

Article 7 – Customer obligations during the cooling-off period

1. During the cooling-off period, the customer will handle the product and its packaging with care. The customer may only unpack and inspect the product as they would be able to in a shop.
2. The customer is liable for any reduction in the value of the product resulting from handling it beyond what is permitted in paragraph 1.

Article 8 – Returns and refunds

1. The customer notifies Mesa Serena of the withdrawal within the cooling-off period using the model form (appendix) or in another unambiguous way, for example by email to hola@mesaserena.nl.
2. No later than 14 days after this notification, the customer returns the product to dr JP Heijelaan 3, 3818 GT Amersfoort, the Netherlands, unused, undamaged and, where possible, in its original packaging.
3. Ceramics are fragile. The customer must therefore pack the product well and securely. The risk and burden of proof for a correct and timely return lie with the customer. We recommend sending the return with track and trace.
4. The direct costs of returning the product are borne by the customer.
5. Mesa Serena will refund the purchase price, including the standard shipping costs of the original delivery, within 14 days of the notification of withdrawal. Mesa Serena may withhold the refund until the product has been received or the customer has shown that it has been sent back.
6. If the customer chose a more expensive shipping method than the cheapest standard delivery, the additional costs will not be refunded.
7. Refunds are made using the same payment method the customer used, unless the customer agrees to a different method.
8. Exchanges are possible within 14 days of receipt. The customer notifies Mesa Serena by email and returns the product in accordance with paragraphs 2 and 3. The costs of returning the product and of sending the exchanged product are borne by the customer.

Article 9 – Exclusion of the right of withdrawal

The right of withdrawal does not apply to:

1. products made to the customer's specifications or that are clearly personal in nature, such as personalised items;
2. gift cards, once the code has been used.

Article 10 – Prices

1. All prices in the online shop are in euros and include VAT.
2. Shipping costs are stated separately and shown before the order is completed. They are €6.95 per order within the Netherlands and €7.95 per order to the rest of Europe. Orders of €150 or more are shipped free of charge.
3. Prices will not be increased during the term of the offer, except in the event of changes to the VAT rate.

Article 11 – Payment

1. The customer pays when completing the order using one of the payment methods shown at checkout, such as iDEAL, credit card and Bancontact.
2. The customer must report any inaccuracies in payment details provided or stated to Mesa Serena immediately.
3. Mesa Serena ships the order once payment has been received.

Article 12 – Delivery and fulfilment

1. Mesa Serena delivers within the Netherlands and the rest of Europe.
2. The place of delivery is the address provided by the customer when placing the order.
3. The usual delivery time is 3 to 5 working days after payment. Any delivery time stated is an indication and not a strict deadline.
4. Mesa Serena will deliver no later than 30 days after the order, unless a longer period has been agreed. If this is not possible, Mesa Serena will inform the customer. The customer may then cancel the agreement free of charge and will be refunded any amount already paid within 14 days.
5. The risk of damage or loss lies with Mesa Serena until the moment of delivery to the customer.
6. If a product is damaged on arrival, the customer reports this as soon as possible, preferably within 48 hours, with photos of the product and the packaging. Mesa Serena will then arrange a replacement or refund.

Article 13 – Conformity and warranty

1. Mesa Serena guarantees that the products comply with the agreement, the stated specifications and what the customer may reasonably expect under normal use.
2. The customer always retains their statutory rights in respect of a product that does not comply with the agreement. Any additional warranty does not affect these rights.
3. The customer reports a defect within 2 months of discovering it.
4. Damage caused by improper use, dropping or knocks, normal wear and tear or failure to follow the care instructions is not a defect.

Article 14 – Handmade ceramics

1. Mesa Serena's ceramics are made and glazed by hand. Every piece is therefore unique.
2. Small differences in colour, glaze, shape and size, small specks, air bubbles or an irregular rim are part of the artisanal character and are not grounds for a complaint.
3. The right of withdrawal under Article 6 always applies. A customer who does not like a product for this reason may therefore return it within the cooling-off period.
4. Care instructions: [to be completed, for example whether the products are dishwasher, microwave and oven safe, and whether they are frost-resistant].

Article 15 – Liability

1. Mesa Serena's liability is limited to the amount the customer paid for the product concerned.
2. Mesa Serena is not liable for indirect damage, such as consequential loss or loss of profit.
3. These limitations do not apply in the event of intent or gross negligence on the part of Mesa Serena and do not affect the customer's mandatory statutory rights.

Article 16 – Complaints

1. The customer submits complaints about the performance of the agreement as soon as possible, fully and clearly described, to hola@mesaserena.nl.
2. Mesa Serena responds to a complaint within 14 days of receipt. If more time is needed, the customer will receive an acknowledgement within that period and an indication of when a more detailed response can be expected.

Article 17 – Disputes and applicable law

1. Agreements between Mesa Serena and the customer are governed by Dutch law.
2. Mesa Serena and the customer will first try to resolve any dispute together.
3. If this is not successful, the dispute may be submitted to the competent court. If the customer lives in another EU country, the customer retains the protection of the mandatory rules of that country.

Article 18 – Changes to these terms and conditions

1. Mesa Serena may amend these terms and conditions. Changes only apply to orders placed after the new version has been published.
2. The version in force at the time of ordering applies to that order.

Appendix – Model withdrawal form

Only complete and return this form if you wish to withdraw from the agreement.

To: Mesa Serena B.V., dr JP Heijelaan 3, 3818 GT Amersfoort, the Netherlands, hola@mesaserena.nl

I hereby give notice that I withdraw from our agreement for the sale of the following products:

Amersfoort, November 2026

This is a translation for convenience. In the event of any discrepancy, the Dutch version prevails.