General Terms and Conditions

Maison Haute Joie GmbH

Version dated 1 October 2026

These General Terms and Conditions govern the sale of goods and gift vouchers by Maison Haute Joie GmbH. Provisions specifically applicable to business customers are expressly identified. For consumers habitually resident in France, the provisions of Section 10 also apply.

1 Scope and contracting party

1.1 The contracting party and seller is Maison Haute Joie GmbH, Wickenburggasse 13/5, 1080 Vienna, Austria, registered in the commercial register maintained by the Commercial Court of Vienna under FN 661759a, VAT identification number ATU82536659. You can contact us at service@maisonhautejoie.com. Our online shop is available at www.maisonhautejoie.com.

1.2 These General Terms and Conditions apply to contracts for the supply of goods and related ancillary services and for the purchase of gift vouchers concluded with us through the online shop or outside the online shop, provided that these terms have been incorporated into the relevant contract. Individual agreements take precedence over these terms. Conflicting terms of business customers become part of the contract only if we expressly agree to their application.

1.3 A consumer is a person for whom the particular transaction does not form part of the operation of their business. A business customer is a person for whom the transaction forms part of the operation of their business. Mandatory statutory definitions of consumers and business customers and mandatory consumer protection provisions remain unaffected. The customer's capacity when entering into the particular contract is decisive, rather than the ordering channel alone.

1.4 The online shop is primarily intended for private customers. We generally serve business customers, particularly retailers and businesses in the hospitality industry, through individual quotations and separately agreed terms outside the online shop. If a business customer nevertheless enters into a contract through the online shop, the provisions expressly applicable to business customers apply. These provisions do not deprive consumers of any rights.

2 Ordering and conclusion of the contract

2.1 Product descriptions in the online shop do not constitute binding offers by us; they invite the customer to place an order.

2.2 The customer adds the desired products to the shopping cart and proceeds through the checkout process. Before placing the order, the customer can review and correct their details, the selected goods and quantities using the functions provided during checkout. The final order summary shows, in particular, the goods, the total price including taxes and shipping costs, and the selected payment and delivery methods. By clicking the final order button, which clearly indicates the obligation to pay, the customer submits a binding contractual offer.

2.3 When using Apple Pay or Google Pay, address and payment details may be transferred from the wallet. The subsequent order summary in our shop, showing the final price, is the decisive step for placing a binding order. Selecting a wallet or merely authorising a payment does not, in itself, conclude a contract.

2.4 The contract is concluded at the time when the first of the following events occurs:

a) The customer receives our binding order confirmation by email;

b) payment of the amount shown at checkout, after deduction of any redeemed gift voucher balance where applicable, is successfully completed and the payment service provider confirms successful completion to our shop system; or

c) where the order is paid for entirely with a gift voucher, the required balance is successfully redeemed and our shop system confirms the order.

The contract is concluded upon this acceptance. The statutory provisions governing timely acceptance remain unaffected.

2.5 Payment processing and delayed payments

Issuing a payment instruction, any confirmation required from the customer or their bank, and the mere reservation or authorisation of a payment amount do not, in themselves, constitute acceptance of the order. The same applies to a message stating that payment is still being processed.

If a payment is completed after a delay, acceptance under Section 2.4(b) occurs when our shop system receives confirmation of successful completion of the payment. Any earlier acceptance through a binding order confirmation remains unaffected.

Technical processing of a payment does not extend the period during which the customer is legally bound by their order. If that period has already ended, a payment confirmation received subsequently does not, by itself, conclude a contract. In that case, a new agreement is required to conclude a contract. Amounts received without a valid contract will be refunded without undue delay.

2.6 Failed payments and repeated payment attempts

If a payment fails or the payment process is cancelled, that payment attempt does not conclude a contract. Any acceptance that has already occurred by another means under Section 2.4 remains unaffected.

Where offered in the shop or through a payment link provided, the customer may retry payment or select another available payment method. To prevent duplicate payments, a further payment attempt may be temporarily blocked while a previous attempt is still being processed, has already been completed successfully, or its outcome has not yet been conclusively established.

A repeated payment attempt for the same order does not, by itself, constitute an additional order and does not automatically extend the period during which the customer is bound by a contractual offer that has not yet been accepted. If the customer places a new order after that period has ended, the provisions on ordering and conclusion of the contract apply to that new order.

2.7 Electronic acknowledgement of receipt and order confirmation

We acknowledge receipt of the electronic order electronically without undue delay. A mere acknowledgement of receipt or notification of payment processing status does not constitute acceptance of the order unless it is expressly also issued as a binding order confirmation.

If the order is accepted immediately, the binding order confirmation may also serve as the acknowledgement of receipt. Conclusion of the contract under Section 2.4(b) or (c) does not depend on subsequent receipt of an additional confirmation email.

2.8 We store the contract text. The customer receives the order details and the terms applicable when the contract is concluded, together with the withdrawal instructions and model withdrawal form, in text form, in particular by email or as a PDF attachment. Orders may be placed as a guest or using a customer account. Customers with an account can access the order details archived there through their secure account login. Creating an account is not required to place an order.

2.9 The shop is available in German, English and French. The language of the contract is the language selected and used to complete checkout. The version provided to the customer upon conclusion of the contract is the applicable version. Mandatory statutory protections do not depend on the language selected. Section 10.5 also applies to consumers habitually resident in France.

2.10 Orders are generally processed by email. Customers are asked to provide a correct email address and to check their spam folder. This does not alter the statutory rules on receipt and proof of communications.

2.11 For contracts concluded outside the online shop, offer and acceptance are governed by the individual quotation and the relevant correspondence. Sections 2.1 to 2.7 describe the online shop's ordering process and do not automatically apply to individually negotiated orders.

3 Consumers' right of withdrawal

3.1 Consumers generally have a statutory right to withdraw from distance contracts within 14 days. Statutory exceptions remain applicable. Entitlement to this right is determined by the applicable legal provisions; these terms do not exclude it solely because the consumer resides outside the European Union.

3.2 Details of when the withdrawal period begins, how to exercise the right, returns and refunds, and the statutory model form are set out in our separate withdrawal instructions, which are made available to the consumer before conclusion of the contract and provided with the contract confirmation. The German terms “Rücktritt” and “Widerruf” refer here to the same statutory consumer right of withdrawal.

3.3 Withdrawal may be exercised by any unequivocal statement addressed to Maison Haute Joie GmbH, in particular by email to returns@maisonhautejoie.com or by post to the address specified in Section 1.1. Use of the model form is optional. The online withdrawal function provided on our website is an additional option and does not replace these other means of giving notice. An order or invoice number helps us identify the transaction but is not a condition for an effective withdrawal.

3.4 Statutory rights of withdrawal and reimbursement are not restricted by the voucher conditions in Section 5. In particular, merely delivering a gift voucher digitally does not automatically extinguish a statutory right of withdrawal.

3.5 This section does not grant business customers a contractual right of withdrawal.

4 Prices and payment

4.1 All prices shown in the online shop are total prices in euros and include the applicable statutory VAT. Any additional shipping costs are shown separately before the binding order is placed. The total amount shown in the final order summary is decisive.

4.2 Payments by Visa, Mastercard and American Express credit card and by EPS online bank transfer are available in the online shop, insofar as the relevant method is offered for the order at checkout. Payments are processed through Stripe.

4.3 Payment by Apple Pay and Google Pay is also possible if the relevant option is technically available for the order. This requires compliance with the relevant service's system requirements and a compatible payment instrument stored with that service. Gift vouchers may be used for payment in accordance with Section 5.

4.4 Online shop orders are paid for during checkout. Unless otherwise agreed, delivery begins after full payment has been received, including any payment made using gift vouchers. The provisions on conclusion of the contract in Section 2 remain applicable.

4.5 Individually agreed B2B orders are subject to the prices and payment terms stated in the quotation. Unless expressly agreed otherwise, payment is made by bank transfer against an invoice.

5 Promotional vouchers and gift vouchers

5.1 Free promotional vouchers

5.1.1 Promotional vouchers are discount codes issued free of charge as part of promotional campaigns. They may be redeemed only in the online shop and within the stated promotional period.

5.1.2 The terms of the relevant promotion specify, in particular, validity, minimum order value, eligible or excluded products, the calculation basis and whether the promotion can be combined with others. These terms are made available when the promotion is advertised and before redemption in the shopping cart.

5.1.3 Only one promotional voucher may be redeemed per order. Combining it with other discount codes or promotions is excluded unless expressly permitted by the relevant promotion's terms. Paying with a purchased gift voucher does not constitute combining discount promotions and remains possible under Section 5.2.

5.1.4 Promotional vouchers must be redeemed before the order is completed. They cannot be applied retrospectively. For a discount expressed as a fixed euro amount, the value of the eligible goods must be at least equal to the discount amount unless the promotion's terms provide otherwise. An unused discount amount is neither paid out nor carried forward as a credit balance.

5.1.5 Any order amount remaining after the discount is paid using an available payment method. Promotional vouchers cannot be exchanged for cash and do not bear interest.

5.1.6 A discount granted free of charge is not paid out in the event of withdrawal or a return. Statutory rights to reimbursement of amounts actually paid remain unaffected. For partial returns, a discount granted on the whole order is allocated proportionately to eligible items according to their prices, unless a different permissible allocation follows from the promotional terms disclosed before ordering. Shipping costs that must be reimbursed by law remain unaffected.

5.2 Redemption of gift vouchers

5.2.1 Vouchers purchased through the seller's online shop (“gift vouchers”) are delivered exclusively in digital form by email with an individual redemption code.

5.2.2 Gift vouchers may be redeemed only in the seller's online shop. Gift vouchers may be redeemed only before checkout is completed. Retrospective application is not possible.

5.2.3 The balance of a gift voucher is neither paid out in cash nor interest-bearing.

5.2.4 The gift voucher is freely transferable (bearer instrument). The seller may discharge its obligation by providing performance to the holder who redeems the gift voucher in the seller's online shop. This does not apply if the seller knows, or through gross negligence is unaware, that the holder is not entitled to redeem it, lacks legal capacity or lacks the necessary authority to act on behalf of another person.

5.2.5 If the value of the gift voucher is insufficient to cover the order, another available payment method may be selected to pay the difference. Any remaining balance stays on the voucher and may be used for subsequent orders within three years of the issue date. Cash payment of gift vouchers or credit balances is excluded.

Gift vouchers may be redeemed for the issuer's entire range of goods and services within three years of the issue date. The issue date is stated on the voucher.

5.2.6 If the gift voucher is not redeemed within the three-year redemption period, its value does not expire. Until seven years have elapsed from the original issue date, the holder is entitled to request a free extension of validity or a free exchange for a new voucher for the outstanding face value.

If the voucher value is insufficient to pay the purchase price, the remaining amount may be paid using the usual payment methods. If the voucher value exceeds the purchase price, the remaining balance stays on the voucher and may continue to be redeemed until the above periods expire.

After seven years from the issue date, the right to receive performance corresponding to the voucher value expires.

6 Retention of title and intellectual property rights

6.1 In dealings with consumers, we retain ownership of the goods delivered until the purchase price owed has been paid in full.

6.2 In dealings with business customers, we retain ownership of the goods delivered until all claims arising from the ongoing business relationship have been paid in full.

6.3 Copyright and other intellectual property rights in brands, formulations, designs and content remain with Maison Haute Joie GmbH or the respective rights holders. Uses permitted by law and rights granted through the purchase of the goods remain unaffected.

7 Delivery and shipping

7.1 Orders from the online shop are delivered exclusively to addresses in Austria and Germany and on the French mainland. Deliveries to Corsica, other French islands and French overseas territories are currently excluded. Individual B2B delivery agreements remain unaffected. Purchasing only digitally delivered gift vouchers does not involve shipment of physical goods.

7.2 The following delivery times and free-shipping thresholds apply to standard delivery of physical goods, unless a different delivery time is expressly stated for a product before the order is placed:

7.3 The delivery period includes processing and transport. It begins on the first working day after full payment has been received. Working days for delivery are Monday to Friday, excluding public holidays in Austria and in the relevant destination country. Individually agreed B2B deliveries are subject to the delivery periods agreed in the quotation.

7.4 The free-shipping thresholds are calculated on the actual goods value after deduction of promotional discounts. The purchase price of a gift voucher bought at the same time counts towards the threshold if physical goods are also ordered. Using a previously purchased gift voucher as a means of payment does not reduce the relevant goods value. Below the thresholds, the specific shipping costs are shown before the binding order is placed. General shipping information is available in the shop under “Shipping & Payment”.

7.5 Shipping is carried out by Austrian Post or another carrier specified during checkout. The shipping method offered for the relevant order is shown at checkout. Where shipment information is available, it is provided with the dispatch confirmation.

7.6 If an ordered item is unavailable or the agreed delivery is delayed, we inform the customer without undue delay. We do not unilaterally change the ordered product or the agreed delivery period. Statutory rights in the event of non-delivery, late delivery and impossibility of performance remain unaffected. If our obligation to perform validly ceases or the contract is unwound to that extent, amounts already paid are refunded in accordance with the law. Partial deliveries are made only with the customer's consent and do not incur additional shipping costs.

7.7 For consumers, the risk of loss or damage passes only when the goods are handed over to the consumer or to a third party designated by the consumer other than the carrier. If the consumer independently commissions a carrier without using an option offered by us, the risk passes upon handover to that carrier in accordance with the statutory provisions.

7.8 Consumers are asked to report visible transport damage to customer service as soon as possible and, where possible, to document it with photographs. This request is voluntary and is not a condition for statutory warranty rights, withdrawal or other statutory claims.

7.9 If the customer is acting as a business customer, risk passes to the customer when the goods are handed over to the freight forwarder, carrier or other person designated to carry out shipment, unless otherwise agreed. Freight delivery to the kerbside is made only if individually agreed. Business customers must report visible transport damage without undue delay as part of their statutory inspection and notification duties and document it where possible. Section 8.2 remains applicable.

8 Statutory warranty and liability

8.1 Consumers have the statutory rights relating to defective goods and damages. These terms do not shorten statutory warranty periods or contractually exclude statutory liability towards consumers. Section 10 also applies to consumers habitually resident in France.

8.2 If the customer is acting as a business customer, the following additional provisions apply: the warranty period is one year from delivery. We may choose between repair and replacement. Business customers within the meaning of the Austrian Commercial Code (UGB) must inspect the goods in accordance with Section 377 UGB and notify defects within the statutory periods; failure to do so has the consequences provided by law. Mandatory statutory liability and rights of recourse that cannot be excluded remain unaffected.

8.3 The following applies exclusively to business customers: we are liable for property damage and financial loss caused by slight negligence only in the event of a breach of essential contractual obligations whose fulfilment is necessary for proper performance of the contract and on whose observance the other party may ordinarily rely. Otherwise, liability for property damage and financial loss caused by slight negligence is excluded. Liability for personal injury, damage caused intentionally or through gross negligence, and mandatory statutory liability, in particular under the Austrian Product Liability Act, remain unaffected. This provision applies accordingly to legal representatives and persons engaged to perform our obligations.

9 Applicable law and jurisdiction

9.1 Austrian law applies, excluding the United Nations Convention on Contracts for the International Sale of Goods. For consumers, this choice of law applies only insofar as it does not deprive them of the protection afforded by mandatory provisions of the law of their country of habitual residence.

9.2 Exclusively for contracts with business customers, the court having subject-matter jurisdiction at Maison Haute Joie GmbH's registered office in Vienna is agreed as the forum, insofar as such an agreement is permissible.

9.3 Statutory rules on jurisdiction apply to consumers. No exclusive jurisdiction of Austrian courts is agreed with consumers. Section 10.4 applies to consumer mediation in France.

10 Specific provisions for France

10.1 Sections 10.2 to 10.5 apply to contracts with consumers who are habitually resident in France and order in the context of our sales activities directed towards France. Neither nationality nor the delivery address or selected checkout language alone is decisive. These provisions form part of these terms and, in the event of conflict, take precedence over the general provisions in relation to the matters they govern. Mandatory consumer rights remain unaffected in all cases. These consumer protection provisions do not apply to purchases made for professional or commercial purposes.

10.2 Seller and contact for statutory warranty claims

Maison Haute Joie GmbH, Wickenburggasse 13/5, 1080 Vienna, Austria, is responsible for statutory warranty claims. Complaints and statutory warranty claims may be addressed to us by post at this address, by email at service@maisonhautejoie.com.

10.3 Statutory guarantees in France

Under French law, consumers have rights both under the statutory guarantee of conformity of goods (garantie légale de conformité, Articles L. 217-3 et seq. of the Code de la consommation) and under the warranty against hidden defects (garantie des vices cachés, Articles 1641 et seq. of the Code civil). These rights exist independently of any voluntary commercial guarantee.

The statutory guarantee of conformity generally covers defects appearing within two years of delivery. For new goods, a defect appearing within 24 months is generally presumed to have existed at delivery, unless this is incompatible with the nature of the goods or the defect. Claims relating to hidden defects must be brought within two years of discovery, subject to the statutory conditions. The statutory guarantee does not promise a two-year shelf life for foodstuffs; the contractually agreed characteristics, the nature of the goods and the statutory conditions remain decisive.

The following original French text contains the statutory information required by Article D. 211-2 and Annex A of the Code de la consommation. It forms part of this section on France.

10.4 Complaints and consumer mediation

In the event of a dispute relating to a sales contract, the consumer is invited first to submit a written complaint to Maison Haute Joie GmbH using the contact details in Section 10.2, so that an amicable solution can be sought. If no satisfactory solution is reached, the consumer may refer the matter free of charge to the following consumer mediation body:

CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008 Paris, France
Website: https://www.cm2c.net
Online application: https://www.cm2c.net/declarer-un-litige.php
Email: litiges@cm2c.net
Telephone: +33 1 89 47 00 14

Details of how to apply and the admissibility requirements are set out on the CM2C website. The consumer may submit a request using the online form or by post to the address above in accordance with the rules described there. In particular, referral to the mediator requires a prior written complaint to us. As a general rule, the request must be submitted no later than one year after that complaint; the other statutory admissibility requirements remain applicable.

Participation in mediation is voluntary for the consumer and does not affect the right to bring proceedings before the competent court. Under the applicable procedural rules, the parties remain free to accept or reject the proposed solution. The procedure is free of charge for the consumer.

10.5 Choice of law and language for France

The choice of Austrian law does not deprive the consumers referred to in Section 10.1 of the protection afforded by mandatory provisions of French law that would apply in the absence of that choice. Statutory rules on jurisdiction remain unaffected.

A French version of these terms is made available to consumers before conclusion of the contract. Selecting another available checkout language does not affect the specific provisions for France or mandatory consumer rights. In the event of doubt about the meaning of a clause, it must be interpreted in the manner most favourable to the consumer in accordance with Article L. 211-1 of the Code de la consommation. Giving precedence to a translation must not restrict these rights.

10.6 Packaging registration in France

The following unique identifier is provided pursuant to Article R. 541-173 of the Code de l’environnement for extended producer responsibility for household packaging placed on the French market:

Identifiant unique (IDU) – Emballages ménagers: FR537143_01YWRZ