Terms of service
Website Terms and Conditions of Sale
Last updated: 14/10/2026
1. TERMS & CONDITIONS MAEVE 2025
The company MAEVE sells products covered by the “MAEVE” trademark worldwide;
These general terms and conditions of sale are agreed between MAEVE, with registered office at Moveme Business Park, Rua Alminhas Manariz 95 / A06 - 4510-480 Fânzeres tax identification number 516 168 444 and contact number +351 913 988 376, hereinafter referred to as "Centoeonze unipessoal lda" and the persons wishing to make purchases through the website www.maeve.pt hereinafter referred to as the "User".
By using this website, you are agreeing to this website's Terms and Conditions of Use. You are subject to all applicable laws and regulations and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from accessing this site. The materials contained in this website are protected by applicable copyright and trademark law.
These General Terms and Conditions of Sale apply to all distance sales of MAEVE products starting in MAEVE.pt website, including telephone, email, or any other relevant communication and support provided by MAEVE sales assistants (customer service);
All purchases made through MAEVE official agents (listed on MAEVE.PT) have each of their sales Terms and Conditions apply;
MAEVE reserves the right to decide the nature of a legal transaction between MAEVE and what is considered an “end customer” (an individual consumer);
MAEVE may modify these General Terms and Conditions of Sale at any time. Therefore, the Customer is asked to accept the General Terms and Conditions of Sale in force at the time of purchase, a copy of which will be sent to the Customer to the e-mail address provided by the Customer;
These General Terms and Conditions of Sale are published on the Site for the Customer's knowledge, store, and reproduction;
It is understood that by placing an order on the MAEVE.PT website, or directly with a Sales Assistant (an official brand employee, with an official MAEVE email under the sales@maeve.pt address), the Customer fully and unreservedly acknowledges and accepts these General Terms and Conditions of Sale, which form an integral and substantial part of these recitals;
These General Terms and Conditions of Sale do not govern the provision of services, or the sale of products by subjects other than MAEVE, even in cases in which they are presented on the Official Website via links, banners, or other hypertext links. Therefore, before placing an order and/or purchasing products and services from subjects other than the Vendor, the Customer is invited to check the conditions of sale applied.
In no case can the Vendor be held liable for the provision of services by third parties;
The MAEVE website offers both products available for direct purchase and products available upon price request. A price request is an enquiry only: it does not place an order, reserve stock or commit the customer to payment. Quoted orders proceed under the approved quotation/pro-forma invoice and the payment conditions below. Direct online orders follow the checkout information and payment process.
For these Terms, a consumer is an individual purchasing for purposes outside their trade, business or profession. Consumer status is determined by applicable law. The additional provisions in this document prevail over any inconsistent wording above or below, particularly concerning consumer prices, delivery risk, withdrawal and legal guarantees. The accepted terms and confirmed order information are supplied by email or another durable medium; subsequent changes apply to future orders only.
2. LEAD TIME
MAEVE establishes the production lead time for standard orders as 8 - 12 weeks, excluding delivery time. However, please note that the production time in general can vary and may take anywhere between 4 and 16 weeks, depending on the complexity of the piece.
For custom specifications or orders of large quantities, we reserve the right to negotiate and agree with the customer on a suitable delivery time. Rest assured, we will make every effort to communicate any changes to the production lead time promptly.
It is essential to consider the production time in addition to the delivery time when estimating the overall delivery date. We strive to ensure a seamless and timely delivery experience for our valued customers.
During this year, all shipping dates can be changed; however, we will do our best to ship your order as fast as possible.
3. DELIVERY TIME FOR STOCK PRODUCTS
MAEVE sets the delivery time at 3 to 5 business days, excluding shipping time. During this year, all Shipping dates can be changed; however, we will do our best to ship your order as fast as possible.
For direct online purchases, allow 3 to 5 business days for preparation and packaging once payment is confirmed and all ordered pieces are available for dispatch. Production or availability lead times are communicated before purchase and precede preparation; carrier transit begins after dispatch. Business days exclude weekends and public holidays in Portugal.
The delivery period is disclosed before purchase. Where no different period has been agreed with a consumer, delivery takes place without undue delay and within 30 days after contract conclusion. MAEVE will notify customers of delays; statutory rights concerning late delivery, termination and reimbursement remain unaffected.
4. WEBSITE IMAGES
MAEVE strives to represent every piece as accurately as possible on our website and every channel, although every MAEVE item is handcrafted and unique, so we can’t guarantee that every item is an exact match to the product as displayed on the screen.
5. PRODUCT SPECIFICATIONS
5.1.General
MAEVE takes pride in the handcrafted nature of our products. As a result, there may be slight variations in sizing, ranging from 2 to 4 centimeters, due to the inherent characteristics of handcrafted techniques. Variations may occur due to the handcrafted nature of our designs.
5.2.Surface Finishes and Aging
Changes in surface finishes due to aging, exposure to light, and atmospheric conditions are not covered under warranty.
Damage caused by sharp objects or imprinting from writing instruments is not covered under warranty.
Prolonged exposure to weather changes (temperature, humidity, sunlight) may result in damage and is not covered under warranty.
Finishes are not guaranteed against fading and/or oxidizing throughout the years, as this is a natural process of aging for certain materials.
5.3.Metal Products
Variations in color and veining are inherent in metal products and are considered part of the natural beauty of the material.
Some products may have marks, minor pitting, porosity, and small color anomalies, which are characteristic features of our handcrafted cast brass products.
5.4.Marble Products
Marble is a natural stone with significant color variations. Each piece may have veins, color differences, mineral intrusions, pores, and grouting, adding to its unique charm.
5.5.Design Improvements
MAEVE reserves the right to make design improvements without prior notification. The images on the catalog or website may differ from the final product as we constantly work to enhance product quality aesthetically, usability, and reliability.
5.6.Custom Requirements
Custom requirements will be assessed individually to ensure the best possible outcome.
5.7.Product Features
MAEVE retains the right to discontinue products or change specifications without prior notice.
Design changes may be implemented without prior notice, and the final product may have slight variations from the catalog image.
Hand-applied finishes may vary in color, tone, and character, and while we will make every effort to match finishes, an exact match cannot be guaranteed.
Modifications of standard finishes may incur additional charges. Customers can refer to the product page or seek assistance from the market manager for specific finish requests.
Color fading and oxidation may occur naturally over time, especially with materials like marble and brass. Variations in color and veining are inherent in marble stones and contribute to their natural beauty.
Handcrafted brass products may exhibit small marks, minor pitting, porosity, and small color anomalies, which are distinguishing traits of our craftsmanship.
Please note that the above specifications are intended to ensure transparency and clarify the terms related to MAEVE's products. If you have any further questions or require additional information, do not hesitate to reach out to our customer support team at sales@maeve.pt
For consumer purchases, any dimensional tolerance must be appropriate to the specific piece and disclosed before purchase. Natural variations, ageing and care requirements do not exclude a valid legal conformity claim. Material changes to the agreed design, dimensions, material or finish of a confirmed order require the customer’s agreement.
6. PRICES
6.1.Price Lists
The Euro and Dollar Price Lists provided by MAEVE are considered public and take precedence over any previously published or advertised pricing information. Please contact sales@maeve.pt to receive our price list.
All prices listed are categorized as retail prices. These prices are indicative of a single unit and don’t include Value-Added Tax (VAT). All applicable legal taxes and fees will be added to the listed price at the time of purchase.
6.2.Taxation and Fees
It is important to note that all prices listed are EX WORK from Porto, Portugal. Consequently, they do not encompass transportation costs, fees, or any associated charges. These additional expenses will be calculated and added as applicable during the purchasing process.
6.3.Pricing Adjustments
MAEVE reserves the right to modify specifications and prices for products available on MAEVE.PT. Such adjustments may occur at the Brand's discretion and shall be communicated through official channels.
Any modifications to pricing and specifications shall be enacted by the Brand in accordance with its policies and guidelines.
6.4.Price Clarification
Retail Prices are only available through MAEVE Price List, which indicates the cost of a single unit of a product created for professionals (decorators, interior designers, architects). VAT is not included in the retail prices. Please contact sales@maeve.pt to acquire your Price List.
Retail Prices provide a transparent and accessible point of reference for customers to evaluate the value of individual products.
For direct consumer purchases, displayed product prices include applicable VAT. Delivery charges and any other applicable charges are disclosed separately, and the complete payable total is shown before payment. VAT-exclusive professional price lists remain separate from consumer checkout prices. Later price-list or shipping-rate changes do not increase the agreed price of a confirmed order.
7. PAYMENT CONDITIONS
The Customer must make payment via the method of payment indicated on the order form, which is a bank transfer.
Standard Product requires a 50% advance payment to start production.
Custom-made Product requires a 100% advance payment to start production.
MAEVE reserves the right to keep the production of any order on hold until its proforma is duly validated (signed and/or stamped).
Production starts only after MAEVE has confirmed that the pro-forma invoice is signed/stamped by the Buyer and the advance payment value has been received. The payment must be made by bank transfer (in Euros or US Dollars), and the confirmation (receipt) of the transfer must be sent along with the signed and stamped invoice by email (sales@maeve.pt).
The lead time starts counting on the day the order proceeds to production.
The remaining amount must be paid 3 days before the expedition date. MAEVE reserves the right to postpone the expedition date until full payment is received and confirmed.
All products are MAEVE’s property until the payment is fully received and confirmed.
Direct online purchases are paid in full using the payment methods displayed at checkout, unless a different schedule is expressly offered. The signed/stamped pro-forma and 50%/100% production-payment arrangements above apply to quoted orders. MAEVE provides confirmation of accepted orders by email. Deposits and advance payments do not remove a consumer’s applicable withdrawal or refund rights.
8. RETURNS DUE TO FAULTY GOODS
We will take back any goods that are defective and offer a replacement or refund.
Please contact us to discuss the details before shipping back at sales@maeve.pt. We will, of course, cover shipping and handling should there be a rare defective item.
9. RETURNS DUE TO SHIPPING DAMAGE
It is the responsibility of the purchaser to check shipments at the time of arrival to their premises. Any visible damage to the package that results in damage to the product must be claimed directly through the shipper, within 24 hours, by the purchaser.
No claims for damage will be accepted without first making a claim to the shipper and receiving a damage claim confirmation number. It is the purchaser’s responsibility to keep all packing materials and boxes for inspection by the shipper.
For deliveries arranged by MAEVE to consumers, MAEVE remains responsible until the consumer or their nominated person, other than the carrier, takes physical possession. Report loss, damage, or an incorrect delivery promptly to sales@maeve.pt. Photographs and retained packaging assist the investigation, but a prior carrier claim, claim number or notification within 24 hours or two working days is not a condition of statutory consumer rights. MAEVE handles the carrier investigation and the applicable remedy.
10. PRODUCT CUSTOMIZATION
We can customize existing products or to make new products (bespoke) to meet your desire/need – all situations that require custom designs are subject to an upcharge. Special pricing based on quantity and features will be provided upon request for all customized products – the decision will be made on a case-by-case basis, and the Buyer will be notified of any said fees.
Before any order, we are free to charge a design fee for more extensive drawings or renders the client may request for customized products. These fees are nonrefundable once paid for and will be deducted from the final cost of the order.
The consumer right of withdrawal does not apply to goods made to individual specifications or clearly personalised; any exclusion is disclosed before purchase. A standard catalogue piece is not automatically excluded because it is produced after ordering or sold by quotation. Faulty-goods rights remain applicable.
For a separate design service supplied to a consumer, payment alone does not make the fee non-refundable. Any request to begin during the withdrawal period and any loss of withdrawal rights upon full performance require the express consents prescribed by law. Any lawful proportionate charge for work performed is disclosed before commencement. The agreed design-fee deduction from the final product order remains applicable.
11. CLEAN
The look of bronze, brass, and aluminum will always change with time and weather conditions all over the world; the proximity to water and sea will deeply affect the surface.
11.1.WE RECOMMEND
- Do not use any type of detergent. If the piece is wet, dry it as quickly as you can.
-For the polished ones, you can use a smooth cloth ONLY.
-Do not use cleaning products; you may damage the handle surface.
-For the brushed and aged ones, use only a smooth brush.
12. INTELLECTUAL PROPERTIES
No permission is given by www.maeve.pt in respect of the reproduction or use for injurious or commercial purposes of any brand names, product names, designs and any other material shown on the www.maeve.pt website in which intellectual property rights subsist. ALL RIGHTS RESERVED
13. SHIPPING POLICY
All prices and transactions are EX WORK, and therefore do not include any transportation cost or associated fees.
When on behalf of the CUSTOMER, the loading, transport, logistics, customs clearance, insurance, unloading or installation of the piece at the place of destination is the entire responsibility of the CUSTOMER. MAEVE will be free of any charges or responsibility for events, loss, or any damages during or after transport or installation.
Whenever the client chooses to transport the product(s) by his/her own method or means, MAEVE will be free of any charges or responsibility for events that might occur during transportation
Shipping Services are available upon request to MAEVE. Shipping services are charged separately from Product orders. Quotes for Shipping Services are sent via PRO-FORMA invoice and are valid for 10 (ten) working days from the date of issuance.
Shipment arranged by MAEVE includes door-to-door, drop-off service only. Delivery personnel are limited to delivering to physical shipping addresses only. The personnel are not permitted to handle, uncrate, or remove any packaging or materials. Should the CUSTOMER request a specific method of shipment beyond the aforementioned shipping method of MAEVE, the CUSTOMER is subject to all additional costs of additional services.
Additional services would include but are not limited to air freight, special handling, and/or white glove services.
MAEVE will not be liable for any damages resulting from handling, loading, or unloading by persons acting on behalf of the receiver. Any transportation of the piece from the destination to a second location will forfeit any transportation damage claim.
All transportation services require the receiver of the goods to verify their status with the carrier upon delivery. According to the existing conventions CMR (1956), Warsaw (1929), Montreal (1999), Brussels (1924), CIM (1970), the receiver shall verify the goods' condition with the carrier upon receipt and keep the package. POD (Proof of Delivery) must be signed by the receiver.
In case of apparent damage, the receiver must open the goods in front of the carrier and mention the damage on the POD (Proof of Delivery). The receiver should keep the products at the final destination and save the packages.
All items must be inspected for damage before signing the POD (Proof of Delivery). Therefore, it is the customer's responsibility to inspect the goods and report damage within a maximum of 2 working days for any claim with transport to be accepted. MAEVE will not accept any claim on merchandise after 2 (two) working days. Digital photographs of damaged goods and boxes will be required for the replacement of damaged goods.
The customer must save all damaged crates/packaging until the claim with the carrier is settled. Signature of receipt by CUSTOMER’S agent or employee constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard as is in condition.
Damages that are caused by the Freight Carrier and occurred during transit from MAEVE to the addressee are not the responsibility of MAEVE. It is the receiver’s responsibility to inspect items received upon delivery to ensure proper measures can be taken to file a claim with the Freight Carrier.
Should any of these terms not be followed by the CUSTOMER and should MAEVE have photographic evidence of the items before shipping in good condition, claims over such items will not be accepted by MAEVE.
Ownership of the product transfers to the CUSTOMER upon the freight carrier taking possession of the order for transport.
For orders with a final destination outside the European Union, MAEVE reserves the right to issue the DU (export document), which has a cost per invoice that is billed to the client. Any other transport/export documents must be required by CUSTOMER. MAEVE is free of any responsibility if those documents are not required by the CUSTOMER in useful time.
Any shipments returned to MAEVE as a result of CUSTOMER’s unexcused delay or failure to accept delivery will require CUSTOMER to pay all additional costs incurred by MAEVE.
When the CUSTOMER’s order is nearing completion, MAEVE will notify them so shipment can be arranged.
All products are carefully packed and inspected prior to shipment.
Standard online shipping covers selected destinations in EU member countries, excluding Portugal; the United Kingdom and other non-EU countries are not included. Available destinations and postcodes appear at checkout. Islands and territories with special customs or tax rules require confirmation. Other destinations or delivery services may be considered through an individual quotation and are not guaranteed.
Online shipping prices are calculated for DHL Express Worldwide per unit of sale, using packaged weight, dimensions, and destination. They include transport, applicable weight/size surcharges, GoGreen and fuel-related costs, and shipment insurance. Remote-area supplements or special handling are disclosed in the final checkout total or agreed quotation before purchase. Rates are reviewed monthly and may change between reviews for new orders; confirmed orders retain their agreed shipping price.
Ordinary deliveries within the EU customs and VAT territory do not normally incur import duties or import VAT. For special territories or individually agreed non-EU deliveries, import charges, payment responsibilities and any amount or calculation basis reasonably available are disclosed before purchase. Unless expressly included under a duties-paid arrangement, applicable import charges are paid by the recipient. Additional optional services require the customer’s agreement.
For MAEVE-arranged consumer deliveries, the EX WORK wording and carrier-handover provisions above do not transfer transit risk to the consumer. Where a consumer independently appoints a carrier not offered by MAEVE, the statutory exception applies. Title remains with MAEVE until full confirmed payment; risk transfer is distinct from ownership. Signing a POD, moving the piece, or failing to meet a short carrier-reporting deadline does not automatically waive statutory consumer rights. MAEVE remains responsible for its own legal and contractual obligations. Necessary costs for valid faulty/damaged-goods remedies are borne by MAEVE.
Our Shipping Terms and Conditions provide the detailed online preparation, delivery, insurance and return arrangements and are supplied or linked before purchase. No undisclosed shipping supplement is added after order confirmation.
14. WARRANTY & DAMAGE CLAIMS
MAEVE shall be liable for material defects in accordance with the applicable legal provisions. Additional warranty from MAEVE’S suppliers is only applicable if stated in the respective article invoice.
Damaged products being returned must be in the condition in which they were received by the CUSTOMER. The products must be well accommodated to avoid extra damage. The CUSTOMER must not attempt to modify, handle, install, or repair them.
MAEVE commits to offer the client a solution proposal within 5 (five) working days of the claim registration, provided that all information requested by Customer Care is provided by the CUSTOMER.
MAEVE reserves the right to refuse any item repair, pick-up, or delivery from any location other than the original shipping address. Any transportation of the product from the destination to a second location will forfeit any transportation damage claim.
MAEVE is not responsible for claims from orders placed to other entities, agents, showrooms, or any other party beyond MAEVE reasonable control, besides an official REPRESENTATIVE of MAEVE.
MAEVE reserves the right to decline responsibility if:
a. The claim is presented after the 2 (two) working day period, or is not accompanied by the mandatory information mentioned within 5 (five) working days;
b. The claimed products were altered or in any way tampered with, either by the client or by a third party, without MAEVE consent;
c. The products show clear signs of regular use.
For new movable goods, Portuguese law provides a three-year legal conformity guarantee from delivery. Remedies, according to the applicable statutory conditions and order, include free repair or replacement, a proportionate price reduction or termination and reimbursement. A lack of conformity manifested within 30 days of delivery permits immediate replacement or termination under Portuguese law. Stronger mandatory protection applicable to the purchase remains unaffected.
The two-day claim period, five-day information period, original-address restrictions, signs of ordinary use and supplier warranty conditions above do not restrict statutory consumer rights. Alteration or unsuitable handling may affect a claim only where relevant to the damage or defect. Rights against an independent seller or, where applicable, MAEVE as producer remain available. The five-working-day solution-proposal commitment above is a response target and does not extend statutory remedy deadlines.
15. TRADE PRICES AND DISCOUNT INFORMATION
15.1.REPRESENTATION AND CONTRACTING
By engaging in any form of business interaction with MAEVE, you acknowledge and agree that being a representative entails adherence to the conditions outlined in these Terms and Conditions.
Any representative acting on behalf of MAEVE must ensure that they are duly authorized and possess the legal capacity to engage in business activities in accordance with applicable laws and regulations.
15.1.DISCOUNT INFORMATION
MAEVE offers discounts and promotional pricing to its authorized representatives, subject to the terms and conditions specified in the respective discount offers.
Representatives interested in obtaining trade prices for specific products are required to contact the MAEVE at the email address: sales@maeve.pt.
Trade prices provided by the Brand are confidential and intended solely for the use of the recipient representative. Unauthorized sharing or dissemination of trade prices to third parties is strictly prohibited and may result in legal action.
Any discounts provided are subject to the terms outlined in the applicable discount offer and may be subject to change or discontinuation.
15.2.MODIFICATION OF TERMS
MAEVE reserves the right to modify or update the terms related to trade prices and discounts at its sole discretion. Representatives will be notified of any such changes through official communication channels.
In the event of a breach of these terms, including unauthorized sharing of trade prices, misrepresentation, or any violation of the Brand's policies, MAEVE retains the right to terminate the representative's contract or take legal action, as deemed appropriate.
16. CONSUMER WITHDRAWAL AND CHANGE-OF-MIND RETURNS
For eligible distance purchases, consumers may withdraw without giving a reason within 14 calendar days after they, or a nominated person other than the carrier, receive the goods. For several goods ordered together and delivered separately, the period starts on receipt of the last item; for goods delivered in lots or components, on receipt of the last lot or component. Any statutory extension remains applicable.
Before the deadline, send an unequivocal withdrawal statement to sales@maeve.pt or to MAEVE’s address above, identifying the customer and order. The model form below is optional. Withdrawal does not require MAEVE’s approval. Any applicable online withdrawal function is an additional route and does not replace email or postal notification; electronic notices are acknowledged on a durable medium.
Return the goods without undue delay and within 14 calendar days after notifying MAEVE. Contact us promptly for the return address and practical arrangements. For change-of-mind returns, the customer bears the direct return-shipping cost if this was disclosed before purchase; otherwise MAEVE bears it. For goods not normally returnable by post, the estimated return cost is disclosed before purchase.
Consumers may inspect a piece as they would in a shop and are liable only for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning, subject to law. Pack returns securely. Original packaging and tracked shipping are recommended; original packaging is not a condition of withdrawal.
For withdrawal from the whole order, MAEVE refunds the product price and the least expensive standard delivery charge offered at purchase. If DHL Express was the only delivery option offered, that charge is refundable. Any extra cost of a more expensive option expressly chosen over a cheaper standard option is not refundable.
Refunds are made within 14 calendar days after the withdrawal notice, using the original payment method unless expressly agreed otherwise, without refund fees. Unless MAEVE offered collection, reimbursement may be withheld until the goods or evidence of return dispatch are received, whichever is earlier. The personalised-goods exception is stated under section 10; the withdrawal deadline does not limit faulty-goods rights.
Optional model withdrawal form
To: Centoeonze Unipessoal Lda / MAEVE, Moveme Business Park, Rua Alminhas Manariz 95 / A06, 4510-480 Fânzeres, Portugal; sales@maeve.pt.
I/We hereby withdraw from my/our contract of sale of: __________
Ordered on / received on: __________
Consumer name(s): __________
Consumer address: __________
Signature (only for a paper notice): __________
Date: __________
17. PERSONAL DATA, COMPLAINTS AND APPLICABLE LAW
Personal data are processed as described in MAEVE’s Privacy Policy; acceptance of these Terms alone is not consent to optional marketing. For questions or complaints, contact sales@maeve.pt. Consumers may use the Electronic Complaints Book at www.livroreclamacoes.pt, with access visibly linked on the website. Competent consumer dispute-resolution entity: [insert verified entity name, address and website].
Portuguese law applies, without depriving consumers of mandatory protection applicable in their country of habitual residence under the relevant conflict-of-law rules. Jurisdiction follows applicable law, including protected consumer jurisdiction. Nothing in these Terms excludes liability or rights that cannot lawfully be excluded.