Welcome to P R A G M A™ ("we," "our," "us"), and thank you for your interest in our products! This page outlines our delivery process, timelines, and policies to ensure you have all the necessary information about receiving your custom-made furniture.

All our products are MADE TO ORDER. Once payment is confirmed, the manufacturing and shipping process typically takes 10 to 12 weeks. After production is complete, the product will be shipped to the provided address via an authorized delivery service. For more details about the production and ordering process, please visit the MADE TO ORDER section on our website.

Our products are delivered via CURBSIDE DELIVERY. This means the delivery will be made to the nearest accessible point of your address (e.g., your driveway, the curb outside your building, or the ground floor entrance). The courier is responsible for unloading the item from the delivery vehicle but is not obligated to carry the product into your home, apartment building, or up multiple flights of stairs. You, as the customer, are responsible for arranging any further transport of the product from the delivery point to its final desired location.

The delivery service is responsible for ensuring that the process runs smoothly. If there are any specific access restrictions at your address, the courier will contact you in advance to discuss options. Deliveries are carried out by an authorized courier service in accordance with their procedures. We do not handle deliveries directly.

Prices displayed on our website apply only to customers from countries on our approved list, which includes selected EU member states and certain non-EU European countries. These prices include VAT (calculated at the applicable rate for your country) and shipping costs. Free shipping is included in the displayed price for all countries on our approved list, except for remote areas and islands under the jurisdiction of those countries, where additional fees may apply.

For customers from EU and non-EU countries that are not on our approved list, base product prices are displayed on the website but do not include VAT and shipping costs. You must contact us through our CONTACT page or at customercare@madebypragma.com to receive exact information about shipping costs and VAT applicable to your country, as well as to confirm whether delivery can be completed within the standard 10-12 week timeframe available for approved countries. You can find the complete list of countries with pre-calculated prices by clicking the COUNTRIES button in the legal footer section of our website.

For customers outside Europe, please contact us through our CONTACT page or at customercare@madebypragma.com to receive exact details regarding additional shipping costs, VAT, customs duties, and to confirm whether delivery can be completed within our standard production and delivery timeframe.

Once your product is shipped, you will receive an email with a tracking number to monitor the delivery status. If you encounter any issues during delivery, please contact us immediately through our CONTACT page or via email at customercare@madebypragma.com, so that we can intervene with the courier service handling the shipment.

You can check your order status at any time by:

• Visiting the ORDER STATUS page in the website footer and entering your order number and the email address used for the purchase.

• Contacting us through our CONTACT page with your order number.

We take the utmost care to ensure that all products arrive in perfect condition. In the event of damage during transit, please follow these steps:

• INSPECT the product immediately upon receipt.

• RETAIN the original packaging.

• REPORT the damage within 48 hours of delivery. If delivery occurs on a weekend, the 48-hour period will begin on the next business day.

• SEND photos of the damaged product, packaging, and shipping labels to customercare@madebypragma.com through our CONTACT page.

If damage is confirmed, we will arrange a replacement at no additional cost. The replacement product will be delivered while the damaged item is collected. Return shipping for the damaged product will be covered by us. If a replacement is not possible, we will issue a refund once the damaged product has been returned. The return shipping costs will also be covered by us.

If a delivery attempt is unsuccessful due to reasons such as an incorrect or incomplete address, an inaccessible delivery location, repeated failed attempts because the client was not present to receive the delivery, or unresponsiveness to courier calls, and as a result the product is returned to us, we cannot issue a refund for the product due to its MADE TO ORDER nature, as it was custom-made for your specific order. Please note that this applies only after the initial 24-hour cancellation period has passed. If you request a new delivery of the returned product, additional shipping costs will apply, which will be at your expense. This applies only to the re-delivery of the originally ordered product and does not affect any new orders you may place.

All products are insured during transit. Once the delivery is received and the delivery receipt is signed, responsibility for the product transfers to you. If you notice any manufacturing defects after delivery, please contact us immediately for assistance.

If any changes to the delivery address or method are required, please notify us before shipment. We recommend reviewing all delivery details before finalizing your order to avoid delays or complications.

We provide a two-year warranty on all products, in accordance with EU consumer protection laws. If you experience any structural defects or issues related to craftsmanship during this period, please contact us for assistance. This warranty covers structural defects and issues related to craftsmanship under normal use. For complete details regarding our warranty policy, including exclusions and how to file a claim, please refer to the WARRANTY section in our TERMS AND CONDITIONS. If you experience any issues, please contact us for assistance.

Every product is carefully packaged using quality materials to ensure it arrives in perfect condition. We take extra measures to protect your order during transport, reflecting our commitment to quality at every stage of the process.

Effective from: 1 August 2025