Polityka zwrotu kosztów

Last updated: October 29, 2026

MiniWishes makes personalised, handcrafted paper-cut portraits, each one made to order from the photo you send us. This policy explains when you can cancel, when we refund, and which laws apply to you.

1. Personalised items: no refund once work has started

Every MiniWishes portrait is made to your specifications from your own photo, so it is clearly personalised and cannot be resold. For this reason the statutory 14-day right of withdrawal ("change of mind") does not apply, and once we have approved your photo and started making your portrait, the order cannot be cancelled or refunded for a change of mind. We tell you this before you pay and you confirm it at checkout.

The laws that allow this exception are:

  • European Union: Directive 2011/83/EU on consumer rights, Article 16(c): no right of withdrawal for goods made to the consumer's specifications or clearly personalised. Read the Directive
  • Poland: Ustawa z dnia 30 maja 2014 r. o prawach konsumenta (Consumer Rights Act), art. 38 pkt 3: no right of withdrawal for non-prefabricated goods made to the consumer's specification or serving their individualised needs. Read the Act (Dz.U. 2014 poz. 827)
  • France: Code de la consommation, article L221-28, 3°: no right of rétractation for goods made to the consumer's specifications or clearly personalised. Code de la consommation on Légifrance
  • Germany: Bürgerliches Gesetzbuch (BGB), § 312g Abs. 2 Nr. 1: no Widerrufsrecht for goods not prefabricated or clearly tailored to the consumer's personal needs. Read § 312g BGB
  • Spain: Real Decreto Legislativo 1/2007 (TRLGDCU), artículo 103: no right of desistimiento for goods made to the consumer's specifications or clearly personalised. Read the law (BOE)
  • Italy: Codice del consumo (D.lgs. 206/2005), art. 59, comma 1, lett. c): no right of recesso for goods made to the consumer's specifications or clearly personalised. Read the Code
  • Other EU countries: the same exception exists in the national law of every EU member state, because each country applies Article 16(c) of the Directive.

2. When you can cancel for a full refund

  • Before we approve your photo: email hello@miniwishes.pl with your order number and we cancel and refund the full amount, including shipping.
  • If we decline your photo or your order: you receive a full refund.
  • After photo approval: production has started and the order can no longer be cancelled.

3. Damaged, lost, not delivered or not as ordered

You are always entitled to a remedy if your order arrives damaged, does not match what you ordered, is lost, or is not delivered. In these cases:

  • Email support@miniwishes.pl with your order number. For a damaged or wrong item, please include photos of the item and the packaging.
  • Please contact us within 14 days of the delivery date shown by the courier (or, if the parcel has not arrived, within 14 days of the latest expected delivery date) so we can follow up with the courier quickly.
  • We will repair, replace or refund the order, as the law requires. If we cannot repair or replace it, or the parcel is lost or never arrives, you receive a full refund.

This is an extra deadline we ask you to follow so that we can claim with the courier. It does not reduce your statutory rights. Under EU Directive (EU) 2019/771 on the sale of goods (read the Directive), in Poland under art. 43a and the following articles of the Consumer Rights Act, in France under the garantie légale de conformité (Code de la consommation, articles L217-3 and following), and in your own country's law, you are protected against a lack of conformity for at least two years from delivery.

We do not issue refunds because you do not like how your photo looks as an artwork, since the result reflects the photo you chose. We check every photo before production and tell you if it is not suitable.

4. How refunds are paid

  • Refunds are paid back to the original payment method.
  • We refund within 14 days of agreeing that you are entitled to a refund (Directive 2011/83/EU, Article 13). It normally takes 5 to 10 working days to arrive, depending on your bank.
  • For a lost or non-delivered parcel, the refund includes the shipping cost you paid.

5. Your rights and how to complain

Nothing in this policy limits the mandatory consumer rights of the country where you live. If we cannot solve a problem together, you can contact your local consumer advice service, or in Poland the Office of Competition and Consumer Protection (UOKiK, uokik.gov.pl).

6. Contact

MiniWishes, Krowoderskich Zuchów 25, 31-271 Kraków, Poland
Email: hello@miniwishes.pl (general) or support@miniwishes.pl (orders and help)