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FAQ – Frequently Asked Questions

1. Orders & Products

How can I check product availability?

The availability shown on the website is for reference only. We will confirm the exact availability after receiving your order.


Do you offer custom-made products?

Yes. We offer:

  • products available in the online store,

  • products customized in size, finish, or form,

  • products made according to the customer’s individual design.
     

What surface finish is used on veneered materials and plywood products?We use a premium hardwax oil finish, which enhances the natural beauty of the wood while providing durable protection. This finish is breathable, eco‑friendly, and designed to preserve the authentic look and feel of natural wood.

Can the product differ from the photos?

Yes. Wood is a natural material, so variations in color, grain, knots, or oil finish may occur. These natural differences are not grounds for a complaint.

2. Prices & Payment

Are the prices final?

Yes, all prices include VAT.


How can I pay?

  • bank transfer,

  • online card payment.


When will my order start being processed?

Only after the full payment has been received.


When will I receive the invoice?

The invoice is issued after payment is received and also serves as the delivery note and warranty certificate.

3. Delivery & Shipping

How long does production take?

Approximately up to 6-8 weeks from the moment payment is received.

 

How quickly do you ship items in stock?

Within 48 hours after the payment is credited.

 

How long does courier delivery take?

5 to 14 days, depending on the destination country.

 

Is personal pickup possible?

Yes, but only by prior agreement.

 

What if the package is damaged?

  • Do not accept the shipment.

  • Ask the courier to create a damage report.

  • If you accept a damaged package, the complaint may not be recognized.

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4. Complaints (Warranty Claims)

What is the warranty period?

  • consumers: 24 months,

  • business customers: 12 months (unless stated otherwise).


How do I file a complaint?

Send an email to info@mohha.eu including:

  • your name and contact details,

  • description of the defect,

  • date the defect was discovered,

  • order number or invoice,

  • photos of the defect.


When is a complaint not accepted?

Complaints do not apply to defects caused by:

  • natural characteristics of wood,

  • improper use or maintenance,

  • mechanical damage,

  • exposure to sunlight, humidity, heat, or uneven flooring,

  • incorrect assembly or unauthorized modifications,

  • placing hot, cold, or heavy objects on the furniture surface.


How long does complaint processing take?

We will assess your complaint within 14 days of receiving it.

5. Returns

Can I return goods within 14 days?
Yes, if you are a consumer and the product is not custom-made.
 
How do I return a product?

  • contact us at info@mohha.eu,

  • send the product back to the seller’s address,

  • return shipping costs are covered by the customer.


In what condition must the product be returned?

  • in the original packaging,

  • complete,

  • unused and undamaged,

  • not assembled.


Which products cannot be returned?

  • custom-made products,

  • products modified according to customer requirements,

  • products manufactured on order.


When will I receive my refund?
Within 14 days after we receive the returned goods.

6. Personal Data Protection

How do you process personal data?

In accordance with GDPR and Slovak Act No. 18/2018. Details can be found in our Privacy Policy.

GTC

Detailed terms can be found in our General Terms and Conditions.

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