Terms of service

I. General provisions

These Regulations define the rules for using the online store available at www.milaau.com, placing orders, concluding sales contracts, order fulfillment, delivery, payments, withdrawal from the contract and complaint proceedings.
The online store is run by:

MILAAU – Miron Kaftański
Łebień 52/A
84-351 Łebień
Poland
NIP: 8411668287
REGON: 367321300
email address: hello@milaau.com
bank account: 87 1140 2004 0000 3202 8046 1977

, hereinafter referred to as Seller or MILAAU.

The Store allows you to purchase furniture and other products offered by the Seller, in particular furniture made to order from natural materials, primarily solid wood.
The Regulations are available free of charge on the Store's website in a way that enables their acquisition, recording and reproduction.
To use the Store, you need a device with Internet access, a current web browser and an active e-mail address.
The Customer is obliged to use the Store in accordance with the law, Regulations, good practices and in a manner that does not violate the rights of third parties and the operation of the Store.

II.

For the purposes of the Regulations, the following terms mean:

Store - online store available at www.milaau.com.
Seller - MILAAU - Miron Kaftański, running the business activity indicated in point I of the Regulations.
Client - a natural person, legal person or organizational unit with legal capacity that uses the Store or places an Order.
Consumer - a natural person concluding a legal transaction with the Seller that is not directly related to its business or professional activity.
Entrepreneur - Customer making a purchase in connection with their business or professional activity.
Entrepreneur with consumer rights - a natural person concluding a contract directly related to his/her business activity, if the content of the contract indicates that it is not of a professional nature for this person.
Product - an item offered in the Store, in particular a piece of furniture made to order, a piece of furniture available immediately or another product offered by the Seller.
Made-to-order product - non-prefabricated product, manufactured after placing an Order, according to the configuration, size, color, finish, number of elements, structural system or other individually determined parameters selected by the Customer.
Product available immediately - a finished product, not made according to the Customer's individual specifications, marked in the Store as immediately available, for display, in stock or ready for shipment.
Order - Customer's declaration submitted via the Store or e-mail, intended to purchase the Product.
Sales Agreement - agreement concluded between the Customer and the Seller on the terms specified in the Regulations.
Price - gross price of the Product, including VAT, if VAT is applicable in accordance with applicable regulations.
Delivery - Product transport service to the place indicated by the Customer.
Working days - days from Monday to Friday, excluding public holidays in Poland.

III. Services provided electronically

Through the Store, the Seller provides free services electronically, including in particular:
- enabling viewing the content of the Store,
- enabling the placing of an Order,
- enabling contact with the Seller via the contact form or e-mail,
- enabling subscription to the newsletter or other marketing communication, if such functionality is available and the Customer has consented to it.
The contract for the provision of the service consisting in enabling browsing of the Store is concluded when the Customer enters the Store's website and is terminated when the Customer leaves the website.
The contract for the provision of the service enabling the submission of an Order is concluded when you start using the order form and is terminated when the Order is placed or the purchasing process is interrupted.
If the Store allows you to subscribe to a newsletter or other marketing communication, the subscription is voluntary and requires providing an e-mail address and giving appropriate consent.
The Customer may unsubscribe from the newsletter at any time via the unsubscribe link available in the e-mail or by contacting the Seller at hello@milaau.com.
The Customer may not provide illegal content that violates the rights of third parties, decency or operational security of the Store.
Complaints regarding services provided electronically may be submitted to the e-mail address: hello@milaau.com. The Seller will respond to the complaint within 14 days.

IV. Information about the Products and the nature of the offer

Information about Products presented in the Store, including photos, descriptions, parameters, configurations and prices, does not constitute an offer within the meaning of Art. 66 of the Civil Code, but an invitation to place an Order.
The Customer places an Order, which constitutes an offer to conclude a Sales Agreement for the Product covered by the Order.
The sales contract is concluded when the Seller confirms acceptance of the Order for execution.
The automatic system message confirming receipt of the Order does not yet constitute confirmation of acceptance of the Order for execution, unless its content clearly states otherwise.
The Seller may contact the Customer before accepting the Order for processing in order to specify the configuration, completion date, technical feasibility of producing the Product, delivery or payment details.
The Seller may refuse to accept the Order for execution, in particular when:
- it is technically impossible to produce the Product in the selected configuration,
- there is an obvious error in the price, description or configuration of the Product,
- the data provided is incomplete or incorrect,
- The product requires an individual quote for delivery or configuration, which the Customer did not accept.
Product photos presented in the Store are exemplary and show previously made items or an exemplary Product configuration.
Due to the natural nature of the materials and the individual way of making, the final Product may differ from the photos to the extent permitted for natural materials and the established configuration.

V. Specificity of natural materials and workmanship

MILAAU products are made of natural materials, in particular solid wood.
Each piece may have an individual grain pattern, shade, structure, pattern, knots, discolorations, natural color transitions and other features specific to a given wood species.
Natural differences in the grain pattern, shade, structure, arrangement of knots, discolorations and wood features do not constitute a defect of the Product or lack of compliance of the Product with the contract, as long as the Product meets the agreed specifications, remains functional and does not have defects affecting its durability or use.
Each countertop and visible element can be composed of individually selected boards. The Seller makes every effort to ensure that the wood pattern, proportions and general character of the Product are aesthetically consistent with the character of a given model.
The customer acknowledges that wood is a natural and hygroscopic material that responds to changes in air temperature and humidity.
The natural movement of wood, including slight dimensional changes, stresses, small micro-cracks or changes in shade resulting from use and aging of the material, may be a natural feature of the Product.
MILAAU products are intended for indoor use, unless the Product description clearly indicates another purpose.
Recommended conditions for using solid wood furniture are temperature around 15–25°C and relative air humidity around 35–65%.
Placing the Product near heat sources, in rooms with too high or too low humidity, on an unleveled surface or in a place exposed to intense sunlight may affect its appearance, stability and durability.

VI. Custom-made products and personalization

The basic sales model of MILAAU is the production of Products after placing an Order.
The product can be manufactured in accordance with the configuration available in the Store selected by the Customer, in particular including size, diameter, length, number of extensions, folding variant, arrangement of elements, color, finish or other parameters provided for a given model.
The Customer may contact the Seller to arrange individual modifications beyond the configurator available in the Store. The possibility of making such modifications is assessed each time by the Seller.
Custom-made products are non-prefabricated items, made according to the customer's specifications or intended to meet his individual needs.
After accepting the Order for execution, changing the Product configuration may only be possible with the consent of the Seller, if the production stage still allows for changes.
In the event of changes introduced after the Order has been accepted for processing, the Seller may indicate a new completion date and a possible price change.

VII. Dimensional tolerances

Due to the nature of working with solid wood, manual workmanship and the natural properties of the materials, small dimensional tolerances of the Products are allowed.
Unless the Product description or individual arrangements provide otherwise, the permissible tolerances are:
- element thickness: ± 5 mm,
- element length: ± 10 mm,
- element width: ± 10 mm.
These tolerances do not constitute a defect of the Product or lack of conformity with the contract if they do not affect the functionality of the Product and are within the limits appropriate for handmade solid wood furniture.

VIII. Placing Orders

Orders can be placed:
- via the Store,
- via email,
- in another individually agreed manner.
In order to place an Order via the Store, the Customer selects the Product, available configuration parameters, adds the Product to the cart, provides the data necessary to complete the Order, selects the available delivery and payment method and confirms the Order with the button indicating the obligation to pay.
Before placing an Order, the Customer has the opportunity to check and correct the data and the selected Product configuration.
Placing an Order requires acceptance of the Regulations.
After placing the Order, the Customer receives an e-mail confirming its receipt by the Store.
The Seller confirms acceptance of the Order for execution in a separate e-mail or as part of a system message, if its content clearly shows that the Order has been accepted for execution.
Upon confirmation of acceptance of the Order for execution, a Sales Agreement is concluded.

IX. Prices, currencies and payments

Product prices presented in the Store are gross prices, including VAT, if VAT is applicable in accordance with applicable regulations.
Prices may be presented in various currencies, in particular PLN and EUR, depending on the market, Customer's location or Store settings.
In the case of international sales, the price may be presented in the currency appropriate to the given market. The final price is visible in the basket and in the Order summary before placing it.
Delivery cost may be:
- included in the Product price,
- indicated separately in the basket,
- determined individually, depending on the Product, place of delivery, country of delivery, dimensions of the shipment or selected form of transport.
If the delivery requires an individual quote, the Seller will inform the Customer about its cost before accepting the Order for execution.
Available payment methods are presented in the Store when placing an Order.
The Seller may provide in particular:
- electronic payments,
- card payment,
- traditional transfer to the Seller's bank account.
Seller's bank account:

MILAAU – Miron Kaftański
87 1140 2004 0000 3202 8046 1977

In the case of Orders placed via the Store, payment is made in full in advance, unless the Parties agree otherwise in an individual case.
In the case of Orders placed outside the Store, in particular by e-mail, the Seller may allow an advance payment. Typically, this may mean payment of 50% of the Order value before the commencement of execution and 50% before shipment of the Product, after completion of production, unless the Parties agree otherwise.
In the case of an advance payment, the execution of the Order begins after the advance payment is credited, unless the Parties agreed otherwise.
The Product is shipped after the full price of the Order has been posted, unless the Parties have agreed otherwise.
The order completion date is counted from the moment the required payment or advance payment is recorded and all important parameters of the order are confirmed.
For delivery outside the European Union, the Customer may be required to incur additional costs such as customs duties, import taxes or administrative fees. These costs are not included in the price of the Product unless expressly stated otherwise.

X. Order Processing

Order processing time depends on the type of Product, selected configuration, degree of personalization and current studio occupancy.
Approximate delivery time is indicated on the Product page, in the basket, e-mail or individual quote.
The lead time for custom-made Products is counted from the moment the required payment or advance payment is recorded and all important parameters of the Order are confirmed.
Lead time does not include delivery time.
The delivery date for handmade Products is indicative, unless the Parties have clearly agreed on a binding date.
The completion date may change, in particular in the event of unforeseen circumstances, such as delays in the delivery of materials, technical failures, the need to re-manufacture an element that does not meet the quality standards of MILAAU or other events beyond the Seller's control that affect the production process.
The Seller will inform the Customer about a significant change in the order completion date.
In the case of individual, non-standard orders or orders requiring additional arrangements, the Seller may make the commencement of execution conditional on the confirmation of details by the Customer.

XI. Delivery

Products are delivered to the address indicated by the Customer in the Order.
Delivery takes place via courier companies, pallet carriers, transport companies or individual transport, depending on the type of Product, dimensions, value and place of delivery.
Large furniture, especially tables, chests of drawers and cabinets, may be shipped on a pallet and secured with a crate, protective structure or other transport packaging.
Standard delivery of large furniture includes delivery of the shipment to the indicated address, generally to the first architectural obstacle, such as a building entrance, gate, curb, reception desk or other point to which the carrier can safely deliver the shipment.
Standard delivery does not include bringing in, unpacking, setting up or assembling the furniture, unless the Parties have agreed otherwise.
Delivery, assembly, dedicated delivery or special transport may be agreed individually and may involve additional costs.
The Carrier may contact the Customer to arrange a delivery date.
The customer should check the condition of the packaging upon receipt of the shipment. In the event of visible damage to the packaging, the Customer should, if possible, report this fact to the carrier and prepare photo documentation.
If the Product is found to be damaged during transport, the Customer should immediately contact the Seller and send photos of the damage and packaging.
Failure to prepare a damage report does not deprive the Consumer of rights under the law, but may make it difficult to pursue claims against the carrier.
In the case of delivery to islands, hard-to-reach places, outside the standard delivery zone or outside the European Union, the Seller may indicate the individual transport cost.

XII. Right to withdraw from the contract

A consumer and an entrepreneur with consumer rights who has concluded a distance contract may, as a rule, withdraw from it within 14 days without giving a reason, subject to the exceptions indicated in the Regulations and legal provisions.
The right to withdraw from the contract does not apply in the case of custom-made Products, which are non-prefabricated goods manufactured according to the Customer's specifications or intended to meet his individual needs.
The exclusion of the right of withdrawal applies in particular to Products manufactured according to parameters selected by the Customer, such as dimension, diameter, length, number of extensions, unfolding configuration, door or drawer arrangement, color, finish, type of wood, arrangement of elements or other individual arrangements.
The Customer acknowledges that Made-to-Order Products are created individually after placing an Order and are not a standard stock product.
The lack of the right to withdraw from the contract does not limit the Customer's rights related to the lack of compliance of the Product with the contract, defect, damage during transport or manufacturing of the Product not in accordance with the agreed specification.
In the case of immediately available Products that are not made according to the Customer's specifications or do not serve to meet his individual needs, the Consumer and the Entrepreneur with consumer rights may withdraw from the contract within 14 days from the date of taking possession of the Product.
An immediately available Product is only a Product clearly marked in the Store as immediately available, ready, display, warehouse or ready for shipment.
To exercise the right of withdrawal, the Customer should inform the Seller of his decision by means of an unambiguous statement, for example sent by e-mail to the address hello@milaau.com or traditional mail to the Seller's address.
In the event of effective withdrawal from the contract, the Customer should return the Product immediately, no later than 14 days from the date of informing the Seller about the withdrawal, unless the Seller offers to collect the Product.
The Customer bears the direct cost of returning the Product, unless legal provisions or individual arrangements provide otherwise.
Due to the dimensions and nature of the furniture, the cost of returning large Products may be significant and depend on the type of transport, place of collection and method of securing the shipment.
The Customer is responsible for any reduction in the value of the Product resulting from using it in a manner beyond what is necessary to establish its nature, characteristics and functioning.
The payment is refunded using the same payment method used by the Customer, unless the Customer expressly agrees to a different refund method that does not involve any costs for him.
The Seller may withhold the refund until the Product is returned or the Customer provides proof of its return.

XIII. Product compliance with the contract and complaints

The Seller undertakes to deliver the Product in accordance with the contract.
The product complies with the contract if, in particular, its description, type, quantity, quality, completeness, functionality and agreed specifications are consistent with the contract.
Consumers and Entrepreneurs with consumer rights have rights arising from the provisions on non-conformity of goods with the contract.
The Seller is liable for the lack of compliance of the Product with the contract existing at the time of delivery of the Product and disclosed within the deadlines provided for by applicable law.
Complaints may be submitted to the Seller's e-mail address or in writing to the address of the Seller's registered office.
The complaint should include:
- name and surname or name of the Customer,
- Order number, if assigned,
- description of the reported non-compliance,
- photos or other materials documenting the problem, if possible,
- Client request.
The Seller will respond to the complaint within 14 days from the date of its receipt.
In the event of a justified complaint, the Seller will take action in accordance with applicable law, in particular it may bring the Product into compliance with the contract by repair or replacement, and in cases provided for by law, price reduction or withdrawal from the contract may apply.
Do not constitute a lack of compliance of the Product with the contract, in particular:
- natural differences in wood grain, shade, structure and character,
- natural presence of knots, discolorations and material features typical of solid wood,
- differences between the Product and photos resulting from the natural variability of wood,
- differences resulting from monitor settings, lighting or the way photos are presented,
- natural changes in wood resulting from use, aging of the material or environmental conditions,
- minor dimensional tolerances within the limits indicated in the Regulations,
- effects of using the Product contrary to its intended use or care rules.
The seller is not liable for damage resulting in particular from:

improper use,
improper care,
use of aggressive chemicals,
prolonged contact with water or other liquid,
exposure to extreme temperatures or humidity,
Product settings at heat sources,
setting the Product on an unleveled or unstable surface,
use of the Product outdoors if not intended for this purpose,
normal wear and tear resulting from daily use.

The provisions of the Regulations do not exclude or limit the rights of the Consumer and the Entrepreneur under consumer rights arising from mandatory provisions of law.

XIV. Use and care

The Customer should use the Product in accordance with its intended purpose, the nature of the material and the recommendations provided by the Seller.
Products made of solid wood should be used in stable humidity and temperature conditions.
Surfaces finished with oil-wax or oil require appropriate care and periodic refreshing of the protective layer, especially in the case of countertops and intensively used surfaces.
To clean wooden surfaces, use a soft, slightly damp cloth and agents intended for oiled or waxed wood.
Do not use aggressive detergents, agents containing alcohol, solvents, strong degreasing agents or sharp cleaning tools.
Care recommendations may be provided to the Customer in the form of instructions, e-mail, information subpage or other material.

XV. Sales to Entrepreneurs

In the case of sales to Entrepreneurs who are not Entrepreneurs with consumer rights, the parties may structure their liability differently than in the case of consumer sales.
To the fullest extent permitted by law, the Seller's liability under warranty towards Entrepreneurs is excluded.
The Entrepreneur is obliged to examine the Product at the time and in the manner accepted for this type of items and immediately notify the Seller of any reservations.
Upon the release of the Product to the carrier, the benefits and burdens related to the Product and the risk of its accidental loss or damage are transferred to the Entrepreneur, unless mandatory provisions of law provide otherwise.
The Seller's liability towards the Entrepreneur, to the fullest extent permitted by law, is limited to the value of the Order to which the claim relates.

XVI. Personal data

The administrator of Customers' personal data is the Seller.
Personal data is processed for the purpose of fulfilling Orders, providing services electronically, handling payments, delivery, complaints, contacting the Customer and for other purposes indicated in the Privacy Policy.
Detailed information on the processing of personal data, Customer rights and the use of cookies can be found in the Privacy Policy available in the Store.

XVII. Copyright

All content available in the Store, in particular photos, descriptions, graphics, logos, page layout, designs, texts and visual identification elements, are the property of the Seller or were used with the consent of authorized entities.
Copying, distributing, modifying or using the content available in the Store without the consent of the Seller is prohibited, unless the law provides otherwise.

XVIII. Out-of-court dispute resolution

The consumer may use out-of-court methods of dealing with complaints and redress.
Detailed information on the possibilities of out-of-court resolution of consumer disputes is available from the local consumer ombudsman, provincial inspectorates of the Trade Inspection and on the website of the Office of Competition and Consumer Protection.
The Seller declares its readiness to amicably resolve disputes with Customers.

XIX. Final provisions

Agreements concluded via the Store are concluded in accordance with Polish law.
The regulations are available in Polish. If the Regulations are made available in other language versions, the Polish version shall prevail in case of discrepancies, unless mandatory provisions of law provide otherwise.
The choice of Polish law does not deprive the Consumer of the protection granted to him under the mandatory provisions of the law of the country in which the Consumer has his habitual residence, if such protection results from applicable legal provisions.
The Seller may change the Regulations for important reasons, in particular in the case of:
- changes in legal provisions,
- changes the functionality of the Store,
- changing payment methods,
- changes to delivery methods,
- Seller data changes,
- the need to clarify the provisions of the Regulations.
The Regulations in force at the time of placing the Order shall apply to Orders placed before the changes to the Regulations come into force, unless the Customer and the Seller agree otherwise.
In matters not regulated by the Regulations, generally applicable provisions of law shall apply.
The Regulations are effective from: 01/01/2026

Country/region