Welcome to P R A G M A™ ("we," "our," "us"), where we embrace the MADE TO ORDER principle — each piece is crafted only after an order is placed, allowing us to dedicate full attention to every detail. Without pre-made stock or mass production, this approach ensures a thoughtful process where quality materials are carefully selected, and design integrity is preserved throughout production.
To confirm your purchase, full payment is required when placing an order. Once the payment is received, materials are reserved, and production begins. The entire process, including production and delivery, typically takes 10 to 12 weeks.
Each piece is MADE TO ORDER, ensuring that your product is unique and personalized, with no pre-made stock or mass production.
Our MADE TO ORDER process allows us to minimize waste and focus on selecting premium, responsibly sourced materials that prioritize durability. This ensures each piece is crafted to last.
We will keep you updated throughout the production process. Should there be any delays or adjustments, we will inform you promptly. You can also check your order status at any time by visiting the ORDER STATUS page on our website (requiring your order number and the email address used for purchase) or through our CONTACT page. For inquiries, please reach out to us via our CONTACT page or email at customercare@madebypragma.com, including your order number for efficient assistance.
Once completed, your product will be carefully packed and shipped via an authorized courier service. The total production and delivery time is estimated at 10 to 12 weeks. For detailed information about our delivery process, please refer to our SHIPPING AND DELIVERY section.
Your payment is authorized but held for 24 hours from order placement, during which cancellation is possible with a full refund (minus potential currency exchange differences and bank fees), in accordance with standard consumer payment regulations. After 24 hours, payment is processed, materials are reserved, production begins, and cancellations are no longer possible due to the custom-made nature of our products, which are exempt from the right of withdrawal under Article 16(c) of the Consumer Rights Directive (EU) 2011/83.
Each MADE TO ORDER piece comes with a two-year warranty covering manufacturing defects, as provided by the EU Sale of Goods Directive (EU) 2019/771. This warranty does not apply to damage caused by improper use. If a product issue arises due to production errors, we will repair, replace, or refund the item, with return shipping covered by us.
Returns or replacements are only possible if the product arrives damaged during transit. Claims must be made within 48 hours of receiving the product by contacting us through our CONTACT page or at customercare@madebypragma.com. Please provide clear photographic evidence, including images of both the packaging and the item itself, along with your order number for efficient processing.
We will cover the return shipping costs, as well as the production and shipping of the replacement product. Please retain the original packaging for the return process. Returns or exchanges are not accepted for undamaged items upon delivery, consistent with the exemption for custom-made goods under EU consumer law.
Effective from: 1 August 2025