PRAGMA TERMS AND CONDITIONS

TERMS AND CONDITIONS

Welcome to P R A G M A™ ("we," "our," "us"), and thank you for your interest in our products! These TERMS AND CONDITIONS (hereinafter referred to as "TERMS") outline the rules and regulations for purchasing our products through our official web shop. By placing an order, you agree to these TERMS and acknowledge that they govern your purchasing experience.

For customers from European Union (EU) member states: In addition to these terms, EU consumer protection laws apply, including withdrawal rights where applicable under the Consumer Rights Directive (2011/83/EU), except for custom-made goods specifically manufactured according to your specifications, which are exempt from the right of withdrawal under Article 16(c) of said Directive.

For any questions or additional information, please contact us through our CONTACT section or at customercare@madebypragma.com; we will get back to you as soon as possible.

ORDERING AND PAYMENT

Our furniture and objects are produced exclusively on a MADE TO ORDER basis. This means that:

• FULL PAYMENT REQUIRED: The entire payment must be made in advance.

• PRODUCTION START: Production begins once the full payment is received and confirmed.

• TIMELINE: The production and delivery timeline is estimated at 10 to 12 weeks from the date of payment confirmation for customers within the EU and certain European countries outside the EU.

• ORDER STATUS: You can check your order progress 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, or by contacting us through our CONTACT page.

OTHER COUNTRIES:

For B2C customers from countries outside the EU and selected European countries (for which we don't display pre-calculated prices), you cannot directly proceed with a purchase on our web shop. Please contact us through our CONTACT page or at customercare@madebypragma.com to receive an exact price, including shipping, taxes, and customs duties applicable to your location. During this process, we will clarify who is responsible for paying duties and transport costs (you can choose to handle them or request a complete DDP price from us).

For B2B customers from all countries (including EU and non-EU), please contact us through our CONTACT page or at customercare@madebypragma.com to discuss pricing, transport costs, and specific terms applicable to wholesale or business purchases.

ORDER CANCELLATION: Your payment is authorized but held for 24 hours from order placement, during which cancellation is possible with full refund (minus potential currency exchange differences and bank fees). After 24 hours, payment is processed, production begins, and cancellations are no longer possible due to the custom-made nature of our products, in accordance with Article 16(c) of the Consumer Rights Directive.

For any inquiries regarding your order or payment, please contact us through our CONTACT page or at customercare@madebypragma.com.

PRICING AND CURRENCY

All prices displayed on our website are in EUR (€) and are applicable to B2C customers in Europe (EU member states and certain European non-EU countries) for whom we have pre-calculated prices. Prices include VAT, which depends on the rate in each country, as well as shipping via an authorized courier service to your home address. For more details, please visit our SHIPPING AND DELIVERY page. We operate under the DDP (Delivered Duty Paid) model for these specific B2C customers in Europe, meaning all costs (product, VAT, and shipping) are covered by the price at checkout. All transactions are processed exclusively in EUR (€). If your local currency differs, your payment provider may apply currency conversion fees, which are the responsibility of the customer. We reserve the right to adjust prices periodically. For B2C customers outside the designated European countries, and for all B2B customers, base product prices are displayed but do not include VAT or transport costs. As stated above, you will need to contact us to receive exact information about additional costs and delivery timeframes for your location. Upon request, you can choose to have the DDP model applied to your order (where we provide a complete price including all costs) or handle customs duties and shipping costs independently. For accurate information about shipping costs, VAT, and delivery timeframes for non-approved countries or B2B inquiries, please contact us through our CONTACT page or at customercare@madebypragma.com.

RETURNS AND REFUNDS

Due to the MADE TO ORDER nature of our products, we do not generally accept returns, as exempted by EU consumer law. However, if your product arrives damaged or defective, please follow the process below to ensure a prompt resolution:

• NOTIFICATION: You must notify us within 48 hours of receiving the product.

• EVIDENCE: Please include clear photographs of the damage or defect, including images of the packaging and the item itself, with your notification.

• RETURN PROCESS: If your claim is approved, you must return the item in its original packaging.

• RESOLUTION: Upon verifying the defect or damage, we will decide whether to replace the product or issue a full refund.

• COVERED COSTS: All costs associated with returning the defective item and shipping the replacement will be covered by us.

• REFUND DEDUCTIONS: If a refund is issued due to a damaged or defective product, all associated bank charges and processing fees will be covered by us, ensuring you receive the full refund amount.

For any issues regarding damaged or defective products, please contact us through our CONTACT page or at customercare@madebypragma.com.

WARRANTY

All our products are covered by a 2-year warranty from the date of purchase, in accordance with EU consumer protection laws (Directive (EU) 2019/771). This warranty covers manufacturing defects and material faults under normal use and does not apply to damages resulting from:

• MISUSE, neglect, or accidents.

• IMPROPER MAINTENANCE.

• NORMAL WEAR AND TEAR.

The warranty is valid only for the original purchaser.

If an issue arises within the warranty period, please contact us through our CONTACT page or at customercare@madebypragma.com.

All warranty claims are subject to evaluation by our authorized service center. If a manufacturing defect is confirmed, we will determine the appropriate course of action—whether to repair the product, provide a replacement, or issue a refund. This decision is made solely by us, based on the nature of the defect and feasibility of the solution. In such instances, all associated costs, including repair and return shipping, will be covered by us.

LIABILITY

We are committed to providing high-quality, carefully crafted products. However, we are not responsible for any damages, injuries, or losses resulting from improper use, maintenance, handling, or failure to follow the care and safety guidelines provided with our products. Detailed guidelines on maintenance and safe use can be found in the CARE AND SAFETY section.

Once the product has been delivered and inspected by the customer, we bear no further liability for any damage resulting from external factors, improper handling, or inadequate care. In case of defects in materials or workmanship covered under our warranty, our liability is strictly limited to repair, replacement, or refund, at our sole discretion, and only after evaluation of the claim. We do not assume responsibility for indirect, incidental, or consequential damages, including but not limited to financial loss, lost profits, or damages to other property.

Furthermore, we are not responsible for any delays or failure to deliver caused by force majeure events, including but not limited to transportation disruptions, customs delays, extreme weather conditions, or other unforeseen circumstances beyond our control. By purchasing our products, you acknowledge and accept these terms of LIABILITY.

CARE AND SAFETY

Product Care

To ensure the longevity and pristine condition of your furniture, please follow these maintenance guidelines:

• CLEANING: Use a soft, damp cloth to clean surfaces. Avoid abrasive sponges, harsh chemicals, or ammonia-based cleaners that may damage the finish.

• WOOD SURFACES: Dust regularly with a microfiber cloth. For deeper cleaning, use mild, wood-friendly cleaners. Avoid prolonged exposure to direct sunlight and extreme humidity to prevent discoloration or warping.

• METAL ELEMENTS: Wipe with a dry or slightly damp cloth. Do not use corrosive substances that may affect the surface coating.

• LEATHER & UPHOLSTERY: Clean spills immediately with a dry or slightly damp cloth. Use specialized leather care products for conditioning.

Safety Guidelines

To prevent injuries or damage, please adhere to the following safety recommendations:

• PROPER ASSEMBLY & PLACEMENT: Ensure that the product is placed on a stable, level surface. If assembly is required, follow the provided instructions carefully.

• AVOID MISUSE: Do not stand, jump, or apply excessive force on furniture not designed for such use.

• WEIGHT LIMITATIONS: Avoid exceeding the recommended weight capacity for each piece of furniture, as this may compromise structural integrity and pose a safety risk.

• CHILD & PET SAFETY: Keep small children and pets away from furniture that may tip over or have sharp edges. Secure tall or freestanding furniture if necessary.

• HEAT & FIRE PRECAUTIONS: Do not place hot objects directly on wooden or leather surfaces. Keep furniture away from open flames or heat sources.

• INDOOR USE ONLY (unless specified otherwise): Our furniture is designed primarily for indoor use. If a product is suitable for outdoor use, it will be explicitly stated in the product description.

Failure to follow these guidelines may result in damages that are not covered under our warranty.

GOVERNING LAW AND DISPUTE RESOLUTION

These TERMS are governed by the laws of the Republic of Serbia. By purchasing our products, you agree that any disputes arising in connection with these TERMS shall fall under the exclusive jurisdiction of the competent courts in Subotica, Republic of Serbia. In the event of a dispute, we encourage you to contact us first to seek an amicable resolution. If a mutual agreement cannot be reached, disputes will be resolved in accordance with the applicable laws of the Republic of Serbia, including alternative dispute resolution methods such as mediation or arbitration, where legally required or agreed upon by both parties.

INTELLECTUAL PROPERTY

All content on this website, including but not limited to text, images, logos, trademarks, product designs, and any other proprietary material, is the exclusive property of us or our licensors and is protected under applicable intellectual property laws. Any unauthorized reproduction, distribution, modification, or commercial use of our trademarks, product designs, or website content without prior written consent from us is strictly prohibited and may result in legal action. We reserve the right to update, modify, or remove website content at any time, in accordance with company policies and applicable legal requirements. For any inquiries regarding the use of our content or intellectual property rights, please contact us through our CONTACT page or at customercare@madebypragma.com.

AMENDMENTS TO TERMS

We reserve the right to modify or update these TERMS at any time. Any changes will take effect upon posting on the website. Changes will be communicated through a prominent notice on our website. It is the customer's responsibility to periodically review these TERMS to stay informed of any changes. Continued use of the website and services after such updates constitutes acceptance of the revised TERMS.

SEVERABILITY

If any provision of these TERMS is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

USER CONDUCT

Users of our website and services agree to the following:

• PROHIBITED ACTIVITIES: Users are strictly prohibited from engaging in illegal or harmful activities, including fraud, identity theft, hacking, or any actions that violate the rights of others.

• LEGAL COMPLIANCE: Users must comply with all applicable laws and regulations while using the website and making purchases.

• INTELLECTUAL PROPERTY: Users may not copy, modify, or distribute any content from our website without prior written consent.

• LEGAL ACTION: We reserve the right to take legal action against individuals who violate these TERMS or engage in activities that may harm the brand or others.