Atelier Policy

1. Our process

Marengo's service follows a structured flow designed to ensure precision at every stage:

1. 1.

   First contact

   The client visits the showroom spontaneously, is referred by a partner architect or requests an appointment via the website or WhatsApp. In architect-led projects, the professional presents the brief and accompanies the client during the atelier visit for material selection and specification.

2. 2.

   Selection and specification

   At the atelier, the client discovers the fabrics, materials, finishes and possibilities of each collection. The Marengo team guides selection based on the project, the environment and the technical characteristics of each material. Samples may be made available for evaluation in context.

3. 3.

   Measurement

   Measurements are provided by the client or the architect responsible for the project. Marengo conducts a technical site visit to confirm measurements before production begins — a mandatory step for high-value made-to-measure pieces such as curtains, blinds and wallpapers. This verification visit is part of the service and protects both parties.

4. 4.

   Quote

   With specifications and measurements confirmed, Marengo prepares a detailed quote. The document describes the products, materials, finishes, estimated production timeline and payment conditions. The quote is valid for 15 (fifteen) calendar days from the date of issue.

5. 5.

   Approval and start of production

   Production begins only after formal approval of the quote by the client and receipt of the deposit. Approval may be given in writing (email or WhatsApp) or in person. No piece enters production without both requirements being met.

6. 6.

   Artisanal production

   Each piece is handcrafted by our team using the materials specified in the approved quote. Changes after production begins are only possible if the material has not yet been cut or worked, and are subject to a new quote.

7. 7.

   Delivery and installation

   Installation is carried out by the Marengo team and is included in the service. Scheduling is agreed with the client with a minimum of 48 hours notice. The client must ensure access to the premises on the agreed date and time.

2. Measurements and technical responsibility

We work with high-value materials and artisanal production. Measurement accuracy is an essential condition for the correct result. For this reason:

• Measurements provided by architects or clients are treated as initial references, not as definitive data.
• Marengo conducts a technical site visit to verify measurements before beginning production. This visit is mandatory for structural pieces (curtains, blinds, wallpapers, made-to-measure rugs).
• If the client or architect chooses to waive the verification visit and provide their own measurements, responsibility for any adjustment or rework arising from measurement error rests entirely with the requesting party.
• Pieces produced according to measurements approved and verified by Marengo that prove incompatible with the environment due to subsequent changes to the premises (renovation, flooring replacement, opening alteration) are not covered by free rework.

The technical measurement verification visit exists to protect the client, the architect and the atelier. It is a step of care, not distrust.

3. Quote and approval

• The quote is prepared based on final specifications confirmed after the technical visit.
• The quote is valid for 15 (fifteen) calendar days. After this period, material and exchange rate values may have changed, requiring a new quotation.
• A quote is not a contract. The commercial relationship is established only upon formal approval and payment of the deposit.
• Changes requested after approval — material, dimension, finish or quantity — require a new quote and, if production has already begun, may incur additional cost for material already processed.

4. Payment conditions

Marengo's standard payment model is:

• 50% deposit upon approval of the quote, as a signal to begin production.
• Remaining 50% upon delivery and installation of the pieces.

Differentiated instalment conditions may be negotiated on a case-by-case basis. Instalments in more stages or a greater number of payments are subject to a surcharge, which will be stated explicitly in the quote prior to approval.

No piece enters production without receipt of the deposit. This condition is non-negotiable and exists to ensure the integrity of the artisanal process and material availability.

5. Production timelines

Production timelines vary according to the product, project complexity, chosen materials and atelier demand at the time of the order. The specific timeline is stated in the quote and confirmed upon approval. As a general reference:

• Cushions and less complex pieces: shorter timelines, defined in the quote.
• Made-to-measure curtains, blinds and quilts: intermediate to longer timelines, according to specification.
• Wallpapers, special rugs and multi-room projects: timelines agreed individually.

Timelines are counted from confirmation of deposit payment, not from the date of quote approval.

Force majeure situations — unavailability of imported materials, transport strikes, weather events or other factors outside the atelier's control — may impact timelines. In such cases, the client will be notified immediately and new dates agreed.

6. Cancellation and withdrawal

As this involves made-to-order production with specific materials and dedicated artisanal work, cancellation conditions follow the nature of the service:

• Cancellation before production begins: the deposit may be partially refunded, less costs already incurred for the technical visit, material acquisition and preparatory labour.
• Cancellation after production has begun: the deposit is non-refundable. If the value of materials and work already carried out exceeds the deposit, the client is responsible for the difference.
• Made-to-order pieces with exclusive specifications (imported fabric, custom colour or pattern) are not subject to the right of withdrawal provided for in Article 49 of the Brazilian Consumer Protection Code, as they are produced according to the client's personalised request.

This condition is supported by Article 49, sole paragraph, of the CDC and by consolidated case law on made-to-measure products.

7. Warranty and rework

Marengo guarantees the artisanal quality of each piece produced. In the event of a proven manufacturing defect:

• Rework or replacement of the piece is carried out at no additional cost to the client.
• The warranty claim period is 90 (ninety) days from installation, for apparent defects.

Not covered by the warranty:

• Damage caused by improper washing, excessive sun exposure, humidity or misuse (see the Care Guide).
• Alterations made by the client or third parties without Marengo's authorisation.
• Incompatibilities arising from incorrect measurements provided by the client or architect when the verification visit was waived.

8. Installation

• Installation is carried out by the Marengo team and is included in the service for all products.
• Scheduling is arranged with the client after production is complete, with a minimum of 48 hours notice.
• The client is responsible for ensuring access to the premises, availability of electricity and adequate conditions for the team to work.
• Installation visits rescheduled with less than 24 hours notice may be subject to a call-out fee.
• After installation, the client or their representative signs a delivery receipt confirming that the pieces were delivered as specified.

9. Architects and partners

Marengo maintains a close relationship with architects and interior design professionals. In architect-mediated projects:

• The quote may be directed to the architect or to the end client, as agreed.
• Measurements provided by the architect are treated as references, subject to Marengo's verification visit.
• Quote approval and payment responsibility rest with whoever signs the contract — the end client or the architecture firm, as defined at the start of the project.
• Special service conditions for partner architects are described on the Architects page of the website.

10. Service channels

For questions, scheduling or matters relating to orders in progress:

• Email: contato@marengodecor.com.br
• WhatsApp Business: available at marengodecor.com.br
• Showroom: R. Prof. João de Oliveira Torres, 330 — Vila Regente Feijó, São Paulo - SP, Brazil

11. Applicable law and jurisdiction

This Policy is governed by the laws of the Federative Republic of Brazil, in particular the Consumer Protection Code (Law nº 8.078/1990) and the Civil Code (Law nº 10.406/2002). To resolve any disputes not resolved directly, the courts of São Paulo, SP, Brazil are elected as the competent jurisdiction.