Order Management
Making sure that when you have won a sale the order is fulfilled to you quickly, accurately and with a minimum of fuss is critical.
Our customer support team work hard to make sure you are regularly updated on the progress of the order and have access to all of the information you need.
Customer Support is run by Sally who makes sure everything happens as it should and orders get to the right place at the right time.
Please contact Sally if you have any queries about your order or if you would like to know more about our logistics and courier service.
Placing an Order
- Orders placed before 16.30 are guaranteed for next day delivery if stock is available. If you order a bit later we will always chase the courier down the road and try to get your order on and despatched for the next day so give us a call if its after 16.30.
- To place an order please email from a company email address with your purchase order, purchase order number, quantities, products required and delivery type. Please email: orders@wearepragma.co.uk.
Delivery Charge Policy
- Standard next day is £12.00 for orders less than £500
- Midday pre-12.00 is £17.00
- Early-bird pre 10.30 am (on site from 7.30am) is £22.00
- Northern Ireland 2 day delivery is £18.00
- From the 1st June all orders placed with a value of £500 or more will qualify for free delivery
DOA Process
Our DOA policy covers out of box failure of any of our products for 30 days after purchase. Please find details of the process below:
1. Contact our Tech Support team to verify your DOA on 01903 927401. We will need the following to validate your enquiry, so please have this information available when you call:
a. Serial Number
b. Order Date
c. Pragma Invoice Number
2. Once your DOA is confirmed we will immediately dispatch a replacement item & raise an invoice for the replacement sent
3. If you have requested to use our SWAP OUT service when you report your DOA with tech support, we will collect the DOA item when we deliver the replacement. If you choose not to use the SWAP OUT service, you will need to arrange return of the DOA item to Pragma within 30 days. The items must be returned in their clean, original packaging and box with no additional writing or tape to be applied to the box. The items must be in A1 condition.
4. Once the DOA item is received at Pragma and the fault has been verified, we will raise a credit for the invoice that the DOA item was shipped against.
5. If the DOA item is not returned to us within 30 days, a credit will not be raised and both invoices will be payable. If the DOA item is found to be working order then the item will be returned to you and both invoices will be payable. If the items are not in their clean, original packaging and box, or have additional writing or tape applied to the box, or are not in A1 condition, no credit will be provided.
Returns
If you need to return a product to us, as long as its within 30 days of purchase and in its original, unmarked packaging, please email orders@wearepragma.co.uk for a CRA (Commercial Returns Authorisation) number. All items must be returned packaged in a separate box to avoid the original box being marked and rendering the item unsaleable. Pragma reserve the right to charge a handling fee of 10% or minimum £25 for all Commercial Returns.
Warranty
Warranty failure covers all products outisde of DOA up to 24 months from date of purchase of Pragma. Please click here to learn more about our Warranty Repair service provided by MultiMessage. If the item is eligible for warranty replacement Multimessage will manage this process and if the item is ineligible Multimessage can provide chargeable repair services.
Credit and Accounts
Our accounts team closely monitor your account to ensure we can effectively manage your credit facilities and provide you with the credit lines you need to grow your business. All queries on invoices, statements and credit limits are handled by Faye so please contact her if you need further information or support.