TERMS OF SERVICE

Petra Madalena
Individual activity certificate number: 1447470
Online store: www.petramadalena.com

1. GENERAL PROVISIONS

1.1. These Terms of Service (hereinafter referred to as the Terms) govern the mutual relationship between Petra Madalena (hereinafter referred to as the Seller) and the Buyer when purchasing goods in the online store www.petramadalena.com.

1.2. By placing an order, the Buyer confirms that they have read these Terms and undertakes to comply with them.

1.3. The Seller reserves the right to change these Terms at any time. Changes take effect from the moment they are published on the website.

2. ORDER SUBMISSION

2.1. Orders can be placed:

• In the online store www.petramadalena.com – 24 hours a day, 7 days a week;
• By email: info@petramadalena.com;
• By phone: +370 624 41583.

2.2. When placing an order, the Buyer must provide:

• First and last name (legal entities – company name);
• Delivery address;
• Contact phone number;
• Email address;
• Preferred payment method;
• Other information necessary to fulfil the order.

2.3. Payment is accepted exclusively via the Stripe payment platform.

2.4. After placing an order, the Buyer receives an order confirmation by email with detailed information about the ordered goods, price, and delivery terms.

3. PRODUCT PRICES

3.1. Product prices in the online store are indicated in the local currency of the respective country and are final.

3.2. If the Buyer wishes to customise a piece – altering dimensions, materials, finish, or other specifications – the final price is quoted individually by the Seller.

3.3. The delivery cost is calculated separately and added to the order amount at checkout, depending on the delivery method chosen by the Buyer and the delivery country.

3.4. The Seller reserves the right to change product prices, but this does not affect already confirmed orders.

3.5. Technical errors in price indication are possible. If we notice an obvious error, we will immediately inform the Buyer and provide an opportunity to confirm the order with the correct price or cancel it.

4. PAYMENT METHODS

Payment in our online store is processed via the Stripe payment platform.

4.1. Payment structure

4.1.1. All Petra Madalena Editions pieces are crafted individually upon order confirmation and are not held in stock.

4.1.2. A 50% initial payment is required to confirm the order and allocate production resources and materials. Once production has commenced, this initial payment becomes non-refundable.

4.1.3. The remaining 50% balance, together with the final shipping cost, is payable upon completion of the piece and prior to dispatch.

4.1.4. Production timelines begin once the initial payment has been received and order specifications have been confirmed.

4.2. Payment procedure

After placing an order, you will receive a payment link via the Stripe platform. Stripe accepts payment by bank card (Visa, Mastercard, etc.) and other Stripe-supported payment methods. Payment data is securely processed by Stripe – the Seller does not access or store it.

4.2.1. If payment is not made within 3 (three) business days from the date the payment link is sent, the order may be automatically cancelled.

5. PRODUCT DELIVERY

5.1. Delivery geography

5.1.1. We deliver worldwide.

5.1.2. Delivery costs and timelines depend on the delivery country and order size. Exact delivery terms are provided at the time of order.

5.2. Delivery timelines

5.2.1. If a product is in stock, delivery time is shorter.

5.2.2. If a product is made to order, production time typically takes from 9 weeks, depending on the complexity of the piece and materials.

5.2.3. If modifications are requested (different size, material, or finish), this may slightly extend the delivery time.

5.2.4. A precise timeline is provided with each order.

5.2.5. The Buyer is informed by email about the main stages of order fulfilment: order confirmation, production, and dispatch.

5.3. Product acceptance

5.3.1. The Buyer must accept the goods personally or designate a person to receive the shipment.

5.3.2. When receiving goods, we recommend:

• Inspecting the shipment at the time of delivery;
• Ensuring the packaging is undamaged;
• If any damage is noticed – contacting us immediately by email at info@petramadalena.com.

5.3.3. If the Buyer fails to accept the goods due to their own fault (incorrect address, unreachable by phone), re-delivery costs are charged to the Buyer.

6. RETURNS, EXCHANGES AND ORDER CANCELLATIONS

6.1. Order cancellation

6.1.1. Each piece is produced individually according to the Buyer’s order. Due to the made-to-order nature of our work, orders cannot be cancelled once production has commenced.

6.1.2. Once production has commenced, the initial 50% payment becomes non-refundable.

6.2. Returns policy

6.2.1. All Petra Madalena pieces are handcrafted from natural materials. Due to the nature of the products (size, weight, individual material characteristics), furniture items are NOT eligible for return.

6.2.2. Returns are not accepted for subjective reasons, including but not limited to: aesthetic preference, change of mind, or colour perception differences.

6.2.3. Minor variations in colour, grain, or texture inherent to natural materials are not considered defects.

6.3. Manufacturing defects and quality issues

6.3.1. In the event of a verified manufacturing defect or quality issue attributable to the Seller or manufacturer, Petra Madalena Editions will repair or replace the piece within a reasonable timeframe at no additional cost to the Buyer. This includes reasonable transportation costs required to remedy the defect.

6.3.2. Where possible, defects will be resolved locally or through component replacement to minimise disruption to the Buyer.

6.3.3. Refunds are issued only where repair or replacement is objectively impossible.

6.3.4. The Buyer must report any manufacturing defect within 14 calendar days of receiving the product, providing photographs and a description of the defect by email to info@petramadalena.com.

6.4. Defect reporting procedure

6.4.1. If you notice a manufacturing defect, please contact us by email at info@petramadalena.com, providing:

• Order number;
• Name of the product;
• Reason for the claim (optional).

6.4.2. In the event of a confirmed manufacturing defect, the piece will be replaced with a new defect-free item (see section 6.5). All return and replacement costs are borne by the Seller.

6.5. Product replacement

6.5.1. Upon confirmation of a manufacturing defect, the Seller will repair or produce and deliver a new piece. Replacement timelines are agreed individually.

6.5.2. If replacement is not possible (materials no longer available or other objective reasons), the Seller will refund the amount paid within 14 calendar days using the same payment method used for the original transaction.

7. WARRANTY

7.1. All products purchased in the online store are covered by a 2-year statutory warranty in accordance with the Civil Code of the Republic of Lithuania (Article 6.364), calculated from the date of delivery.

7.2. The warranty does not apply if the product has been damaged due to improper use, mechanical damage, or failure to follow the care instructions provided by the Seller.

8. FORCE MAJEURE

8.1. The parties are released from liability for non-fulfilment or improper fulfilment of obligations if this occurred due to force majeure circumstances: natural disasters, wars, strikes, government decisions, pandemics, or other circumstances beyond the control of the parties.

8.2. The party affected by force majeure must immediately inform the other party.

9. LIMITATION OF LIABILITY

9.1. Petra Madalena designs and delivers carefully crafted, long-lasting objects. However, the Seller’s total liability arising out of or related to any specific order shall not exceed the amount actually paid for the product in question.

9.2. The Seller shall not be liable for any indirect, incidental or consequential damages, including but not limited to loss of profit, business interruption, reputational harm or third-party claims.

9.3. The Seller shall not be liable for damages resulting from improper installation, misuse, modification or failure to follow care instructions.

9.4. Nothing in these Terms shall limit liability where such limitation is not permitted by mandatory applicable law.

10. PRODUCT USE AND CARE

10.1. Petra Madalena Editions pieces are handcrafted objects made from natural and sensitive materials, intended for thoughtful and responsible use.

10.2. In order to preserve the aesthetic and structural integrity of the product, the Buyer is advised to:

• Avoid direct contact with hot items (use coasters or protective layers);
• Avoid prolonged exposure to moisture or standing liquids;
• Refrain from using aggressive chemical cleaners, abrasive materials or solvents;
• Clean using a soft dry or slightly damp cloth only.

10.3. Natural materials may evolve over time (subtle colour changes, patina development). Such evolution is considered a natural and aesthetically valuable characteristic rather than a defect.

10.4. Mechanical damage resulting from improper use, excessive load or failure to follow care recommendations shall not be considered a manufacturing defect.

10.5. The Seller shall not be liable for damage caused by environmental conditions, including but not limited to excessive humidity, extreme temperature fluctuations or improper storage.

11. PERSONAL DATA PROTECTION

11.1. By placing an order, the Buyer agrees to the processing of their personal data for order fulfilment purposes.

11.2. Detailed information about personal data processing is provided in our Privacy Policy: https://petramadalena.com/lt/privatumo-politika/

12. DISPUTE RESOLUTION

12.1. All disputes are resolved through negotiations.

12.2. If no agreement is reached, disputes are resolved in accordance with the procedure established by the laws of the Republic of Lithuania.

12.3. Consumers can contact the State Consumer Rights Protection Authority:

• Address: Vilniaus g. 25, LT-01402 Vilnius
• Email: tarnyba@vvtat.lt
• Phone: +370 5 262 6751
• Website: www.vvtat.lt

13. CONTACTS

Laura Auštrevičienė
Individual activity certificate number: 1447470
Address: Aguonų g. 9-26, LT-03213 Vilnius, Lithuania

Online store: www.petramadalena.com
Email: info@petramadalena.com
Phone: +370 624 41583

These terms take effect: 2026-03-02
Last updated: 2026-03-02