Returns and Complaints

Withdrawal from the contract (return of goods)

  1. A Customer who is a Consumer has the right to withdraw from a distance contract, without giving a reason, within 14 days from the date of receipt of the Goods.

  2. To exercise this right, the Customer should inform the Shop of the decision by means of an unambiguous statement sent:

    • by e-mail to: bupu@bupu.pl, or
    • by post to: A Design Anna Kawalec, ul. Angielska 3, 63-500 Ostrzeszów.

    The Consumer may use the model withdrawal form set out in Annex 2 to the Consumer Rights Act, although this is not mandatory. To meet the deadline it is sufficient to send the statement before it expires.

  3. The Goods should be returned without undue delay, no later than within 14 days from the date of the withdrawal statement, to: A Design Anna Kawalec, ul. Angielska 3, 63-500 Ostrzeszów.

  4. How to pack a painting for return: Due to the nature of the Goods (artworks), we ask for particular care when packing the returned item. The painting should be protected with film or paper, with corners shielded by cardboard protectors, and the whole placed in a rigid cardboard box. Glass (if part of the frame) should be secured with tape. The Shop is not liable for damage to the Good caused during transit due to improper packaging.

  5. Return costs: The Consumer bears the direct costs of returning the Goods.

  6. Refund: The Shop will refund all payments received from the Consumer, including the cost of delivering the Goods (except for any additional costs arising from a delivery method chosen by the Consumer other than the least expensive standard method offered by the Shop), without undue delay and no later than within 14 days from the date of receipt of the returned Good. The refund will be made using the same means of payment as used in the original transaction, unless the Consumer has expressly agreed to a different method.

  7. Condition of the returned Goods: The Consumer is liable for any diminished value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. In the case of artworks, this means the Consumer may unpack and inspect the painting but should not hang it on a wall, display it or otherwise use it. Diminished value includes, in particular: traces of mounting (holes, hooks, wall-contact marks), damage to the painted surface, scratches, soiling, and damage to the frame or mount.

When the right of withdrawal does not apply

The right of withdrawal does not apply to the Consumer in respect of Goods manufactured to the Consumer's specifications or serving to satisfy the Consumer's individualised needs (Art. 38(3) of the Consumer Rights Act). This applies in particular to:

  • paintings and graphics made to the Customer's individual order (e.g. in a non-standard size, colour scheme or subject chosen by the Customer),
  • personalised works (e.g. with a dedication, name or individual motif).

The Customer will be expressly informed of the absence of the right of withdrawal before placing the Order.

Complaints (non-conformity of goods with the contract)

Legal Basis

Consumer complaints are handled on the basis of Chapter 5a of the Act of 30 May 2014 on Consumer Rights (consolidated text: Journal of Laws 2023, item 2759, as amended), concerning the non-conformity of goods with the contract.

For Customers who are not Consumers, the provisions of the Civil Code on warranty for defects apply.

When Goods are non-conforming with the contract

The Goods are non-conforming with the contract if, in particular:

  • they do not match the description, type or quality specified in the contract (e.g. a different painting was received than the one ordered),
  • they are not fit for the purpose of which the Consumer informed the Shop prior to concluding the contract and which the Shop accepted,
  • they were delivered incomplete (e.g. without a frame, if the description included a frame),
  • they have physical defects (e.g. damage to the painted surface, cracks, delamination).

Note: The following do not constitute non-conformity of the Goods with the contract:

  • minor colour differences resulting from differences in monitor calibration (see § 3(2) of the Terms and Conditions),
  • minor differences in texture, paint application and finish resulting from the handmade nature of the artistic work,
  • dimensional differences within ±1 cm.

The Shop is liable for non-conformity of the Goods with the contract existing at the time of delivery and revealed within 2 years from that moment.

How to file a complaint

  1. To file a complaint, please contact the Shop by e-mail at: bupu@bupu.pl, providing:

    • order number,
    • a description of the non-conformity found (photographs of the defect are welcome),
    • the requested remedy (repair, replacement, price reduction or withdrawal from the contract),
    • contact details (first name, surname, e-mail address).

  2. The Shop may ask the Consumer to deliver the complained Good to: A Design Anna Kawalec, ul. Angielska 3, 63-500 Ostrzeszów. The costs of delivering the Good under an accepted complaint are borne by the Shop.

Consumer remedies — order of requests

In the first instance the Consumer may request:

  • repair of the Goods (e.g. restoration of a damaged paint layer, frame repair), or
  • replacement replacement of the Good. In the case of unique original artworks, replacement with an identical item may not be possible — the Shop will inform the Consumer and propose an alternative solution.

The Shop shall carry out the repair or replacement within a reasonable time and without excessive inconvenience to the Consumer. The Shop may refuse the remedy chosen by the Consumer if it is impossible or would require disproportionate costs (in which case the Shop shall carry out the other remedy).

If repair and replacement are impossible, disproportionately costly, the Shop has refused to carry them out, has failed to do so within a reasonable time, the non-conformity persists despite an attempt at repair or replacement, or the non-conformity is significant enough to justify an immediate price reduction or withdrawal — the Consumer may request:

  • a price reduction, or
  • withdrawal from the contract (unless the non-conformity of the Good with the contract is insignificant).

Complaint Resolution Time

The Shop shall process the complaint within 14 days from the date of its receipt. If the Shop does not respond to the Consumer's complaint within this period, the complaint is deemed accepted.

Transport Damage

  1. If the Goods arrived damaged (e.g. cracked frame, damaged painted surface, broken glass), please:

    • draw up a damage report in the presence of the courier (if possible),
    • take photographs of the damaged packaging and Goods,
    • contact the Shop without delay at: bupu@bupu.pl.

  2. Transit damage is treated as a complaint and handled in the manner described above. Return shipping costs in such a case are borne by the Shop.

Out-of-court dispute resolution

The Consumer has the option of using out-of-court complaint and redress procedures. Detailed information can be found in the Shop's Terms and Conditions (§ 10) and on the website of the Office of Competition and Consumer Protection: https://www.uokik.gov.pl.

ODR platform (online dispute resolution): https://ec.europa.eu/consumers/odr/

Last updated: August 2, 2026

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