Terms and Conditions

2. Definitions

Customer — a person placing a reservation or an order. Consumer — a Customer who is a natural person acting for purposes outside their trade, business or profession; provisions concerning Consumers also apply to a sole trader concluding a contract directly related to their business where the contract is not of a professional nature for them. Item — goods offered in the Shop. Pre-order — a reservation of an Item that is on its way from Indonesia and will be delivered once the container reaches Poland. Product page — the Shop page with the description, photos, price, dimensions and characteristics of a given Item.

3. Offer and nature of the items

The presentation of Items in the Shop is not a binding offer but an invitation to place orders. All Items are handcrafted in Indonesia, as single pieces or in short series; their characteristics are described in detail in section 6, which forms an integral part of every product description.

Labels in the Shop mean: “Pre-order” — the Item is in the container and can be reserved; “Coming soon” — the Item has no price or date yet and you can only sign up for a notification; “Sold out” — the Item is unavailable. Items without a label are available from stock.

4. Pre-order (reservation without prepayment)

Items labelled “Pre-order” can be reserved by giving an e-mail address and quantity. A reservation is neither an order nor a contract of sale and requires no payment. It is an invitation to conclude a contract once the Item reaches the Seller’s warehouse.

When the container arrives, the Seller e-mails the Customer a confirmation of availability, the final price (equal to the pre-order price shown at reservation), the delivery cost and a link to order. The contract of sale is concluded as set out in section 5, upon payment. If payment is not made within 7 days of the confirmation, the reservation lapses.

The Customer may cancel a reservation at any time before payment, free of charge, by e-mail to office@saribali.com. The Seller may decline to fulfil a reservation (e.g. if the Item arrived damaged, did not arrive at all, or reservations exceeded the number of pieces in the container), informing the Customer without delay.

The indicative delivery date for pre-orders shown on the “Container journey” page follows the sea-freight, customs and phytosanitary schedule and may shift; we keep you informed.

5. Conclusion of the contract of sale

An order is placed in the following steps: (1) adding Items to the cart, (2) entering an e-mail address and the billing and delivery addresses, (3) reviewing the summary — item prices, delivery cost and the total amount payable, (4) accepting these Terms and the Privacy Policy and separately confirming that you have read the characteristics of handcrafted goods (section 6), (5) proceeding to payment and clicking “Order and pay”, which places an order with an obligation to pay.

Until “Order and pay” is clicked, the Customer can correct data and the contents of the cart by going back to previous steps. The contract of sale is concluded when the Seller confirms acceptance of the order by e-mail after payment is received. The confirmation contains the order number, the list of Items, prices, delivery cost, invoice details and the version of these Terms in force on the day of the order (link to the archived version).

The contract is concluded in the language in which the Customer placed the order: Polish, English or German. The contract text is stored in the Seller’s system and made available to the Customer in the e-mail confirmation and, after logging in, in the order history. These Terms can be downloaded and saved from this page at any time.

6. Handcrafted goods: uniqueness, patterns and acceptable variations

Every Item at Sari Bali is made by hand by artisans in Bali and Java, one piece at a time, from natural materials: wood (teak, suar, mahogany), stone, rattan, bamboo, ata grass, hand-dyed textiles, clay, shell and silver. No two pieces are identical. This is the very value and uniqueness of handcraft, and that is the Item you are buying.

Photos and descriptions in the Shop show a sample piece from a given series. The delivered Item may differ from the photo in: the arrangement and intensity of grain, veining and knots; hue and colour saturation (wood, plant dyes, patina, firing); the drawing, symmetry and distribution of the pattern (carving, painting, weave, textile, inlay); texture and small traces of handwork (chisel marks, uneven weave, glaze bubbles, finger marks in clay); and in dimensions and weight within the tolerance stated on the product page or, where none is stated, up to 3 % for furniture and large pieces and up to 1 cm for small pieces. Solid wood and natural stone “work”: fine hairline surface cracks or a shift in shade under changing humidity, light and temperature are natural behaviour of the material.

The variations and characteristics listed above are an agreed feature of handcrafted goods of which the Customer is expressly informed before ordering — on the product page, in this section and in the order summary. By placing an order the Customer expressly and separately accepts (by ticking a dedicated box in the order summary) that the delivered piece will differ from the photo within the described range. In accordance with Article 7(5) of Directive (EU) 2019/771 as implemented in Polish law (Article 43b(3) of the Consumer Rights Act), such variations do not constitute a lack of conformity or a defect and cannot be the basis of a complaint.

Patterns are unique. Artisans do not reproduce a piece one-to-one, so in the event of a justified complaint or an agreed exchange we offer a piece from the same series — similar, but not identical; if none is available, we refund the price paid. The invoice and the order confirmation identify the specific piece delivered.

The above does not limit the Seller’s liability for genuine defects: mechanical and structural damage (cracks through the full thickness of the material, breaks, delamination, an unstable piece of furniture), damage in transit, delivery of an Item other than the one ordered, variations beyond the described range, and the absence of characteristics expressly promised in the description (wood species, material, finish, function).

7. Prices, currencies and invoices

Prices in the Shop are gross prices in Polish złoty and include VAT. On the foreign-language versions we additionally show the amount in euro converted at the average exchange rate of the National Bank of Poland; settlement is in złoty, and the Customer’s bank or card issuer may apply its own rate and fee. The delivery cost is added to the price and shown in the cart before the order is placed; the price list is on the “Delivery & returns” page.

We issue a VAT invoice for every purchase (a personal invoice for Consumers), sent electronically (PDF) to the e-mail address given with the order. By placing an order the Customer consents to receiving invoices electronically. Business invoice details (company name, tax ID or EU VAT number, address) must be entered in the billing address before payment; changing the buyer on an issued invoice is possible only within the limits of tax law. The invoice identifies the specific, unique piece it concerns.

In the event of an obvious pricing error (e.g. a missing digit) the Seller informs the Customer without delay and offers fulfilment at the correct price or free cancellation with a full refund.

8. Payment

Electronic payments are processed by Stripe Payments Europe Ltd. (Dublin, Ireland): payment cards, BLIK, Przelewy24, Apple Pay, Google Pay, Link, Klarna, Revolut Pay and other methods available at checkout in the Customer’s country. The Seller has no access to payment instrument data. Payment is made when the order is placed; we do not offer cash on delivery or bank transfer.

The payment provider may perform additional verification (e.g. 3-D Secure) or decline a transaction it considers risky; in that case no order is placed and the Customer may choose another method.

9. Delivery

We ship within Poland and to the European Union countries listed in the delivery price list, by courier (via the Apaczka platform: DPD, DHL, GLS, UPS and others) or, for furniture and heavy items, on a pallet. Dispatch times for orders from stock are given on the “Delivery & returns” page; the total delivery time does not exceed 30 days from conclusion of the contract unless otherwise agreed (pre-orders — section 4).

The risk of accidental loss of or damage to the Item passes to the Consumer when the carrier hands the Item over to them. Please inspect the parcel on receipt; if the packaging is damaged, a damage report signed with the courier makes a complaint easier, although it is not a precondition.

We do not apply different conditions of sale on the grounds of a Customer’s nationality or place of residence within the European Union; restrictions concern only countries to which we do not offer delivery.

10. Right of withdrawal (Consumers)

A Consumer has the right to withdraw from the contract of sale within 14 days from the day on which they, or a third party indicated by them other than the carrier, acquire physical possession of the Item, without giving any reason and without incurring costs other than those stated below. Where several Items in one order are delivered separately, the period runs from receipt of the last Item.

To withdraw, send an unequivocal statement by e-mail to office@saribali.com or by post to the Seller’s address — you may use the form in Annex 1, but it is not obligatory. It is sufficient to send the statement before the period expires. We will acknowledge receipt by e-mail.

The Item must be sent back to the Seller’s address without undue delay and no later than 14 days from the day of withdrawal. The direct cost of return is borne by the Consumer; for furniture and pallet shipments that cannot be returned by normal post we help arrange courier collection and quote its cost upfront (indicatively: parcel PLN 20–40, oversized PLN 60–120, pallet PLN 250–450 within Poland; more for other countries — exact amounts in the delivery price list).

We refund all payments received, including the cost of the cheapest delivery we offer, without undue delay and no later than 14 days from receipt of the withdrawal statement, using the same means of payment unless the Consumer agrees otherwise. We may withhold the refund until we have received the Item back or proof that it has been sent.

The Consumer is liable for any diminished value of the Item resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (e.g. lit incense, used oil, assembled or oiled furniture, destroyed protective packaging).

The right of withdrawal does not apply to: Items made to the Consumer’s specifications or clearly personalised (e.g. furniture in a custom size, engraving); sealed Items that are not suitable for return for health protection or hygiene reasons (cosmetics, oils, soaps) if unsealed after delivery. A pre-order reservation can be cancelled without restriction (section 4).

11. Conformity of goods and complaints

The Seller is liable to the Consumer for any lack of conformity of the Item that exists at the time of delivery and becomes apparent within 2 years of that time, under Chapter 5a of the Polish Consumer Rights Act implementing Directive (EU) 2019/771. A lack of conformity that becomes apparent within 2 years is presumed to have existed at delivery. We do not provide a separate commercial guarantee; the statutory liability above is independent of any guarantee.

Send complaints to office@saribali.com with the order number, a description of the problem and photos. We reply within 14 days of receipt; no reply within that period means the complaint is accepted. In the event of a lack of conformity the Consumer may request repair or replacement (subject to section 6 — replacement with a piece from the same series), and where this is impossible, disproportionately costly, or the Seller has not brought the Item into conformity within a reasonable time — declare a price reduction or withdraw from the contract (withdrawal is not available where the lack of conformity is minor). The costs of repair, replacement and collection of the Item are borne by the Seller.

The natural variations and characteristics of handcraft described in section 6 are not a lack of conformity or a defect and are not grounds for a complaint. Please report transport damage preferably within 7 days of receipt — this allows us to claim against the carrier, without limiting your rights.

12. Out-of-court dispute resolution

Consumers may use out-of-court complaint and redress procedures: mediation by the Provincial Inspectorates of Trade Inspection in Poland, permanent consumer arbitration courts at those inspectorates, and the help of municipal or district consumer ombudsmen (details: uokik.gov.pl). Consumers from other EU countries may contact the European Consumer Centre in their country (ECC-Net), which helps free of charge in cross-border disputes.

The Seller is willing to resolve disputes amicably; participation in proceedings before a specific ADR body requires the consent of both parties in each case. Use of these procedures is voluntary and does not exclude court proceedings.

13. Account, newsletter and rules of use

An account in the Shop is voluntary and free; it is used to view orders and addresses. The account agreement is concluded for an indefinite period and can be terminated at any time by writing to us — we delete the account within 14 days. Signing up to the Founders’ Club (newsletter) and back-in-stock notifications is a separate, voluntary consent that can be withdrawn via the link in any message.

To use the Shop you need a device with an up-to-date web browser supporting JavaScript and cookies, and an active e-mail address. Supplying unlawful content, using automated tools to place reservations or orders, and any action disrupting the Shop are prohibited. We do not publish product reviews in the Shop.

14. Intellectual property: photos, descriptions and the mark

All content of the Shop — photos and videos of items, artisans and places, descriptions, guide and journal texts, graphics, the page layout and the Sari Bali word-and-figurative trade mark (a rice stalk with lettering, registered with the Polish Patent Office) — is owned by the Seller or used under licence and is protected by copyright and industrial property law.

Without the Seller’s prior written consent it may not be copied, downloaded, reproduced, published, distributed or used in other shops, auctions, social media, advertising material or for training automated systems — in whole or in part, including after editing. Only viewing for personal use and sharing a link to the site are permitted. Infringement may give rise to claims under the Polish Copyright Act and the Industrial Property Law. Licence enquiries (e.g. press, architects, B2B partners): office@saribali.com.

15. Business customers

For Customers who are not Consumers (purchases for professional purposes): the Seller’s liability under statutory warranty is excluded, the right of withdrawal in section 10 does not apply, the Seller’s liability is limited to the price paid, and the court with jurisdiction is the court of the Seller’s registered office. Risk passes to the Customer when the Item is handed to the carrier. Wholesale (B2B) terms are agreed individually.

16. Final provisions

Matters not covered here are governed by Polish law, in particular the Civil Code, the Consumer Rights Act and the Act on Providing Services by Electronic Means. The choice of Polish law does not deprive a Consumer of the protection afforded by mandatory provisions of the law of the country of their habitual residence (Article 6 of the Rome I Regulation).

These Terms may be amended for important reasons (changes in law, payment or delivery methods, scope of services). Reservations and orders placed before an amendment are governed by the Terms in force on the day they were placed; account holders are informed of amendments by e-mail 14 days in advance. Personal data is processed in accordance with the Privacy Policy. The Terms are available in Polish, English and German; in the event of discrepancies, the version in the language in which the Customer concluded the contract prevails.

Annex 1. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: AKW GROUP sp. z o.o., ul. Fiołkowa 7, 55-100 Trzebnica, Poland, e-mail: office@saribali.com

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*): ………………………………………………

Order number: ……………… Ordered on(*)/received on(*): ………………

Name of consumer(s): ……………………… Address of consumer(s): ………………………

Signature of consumer(s) (only if this form is notified on paper): ……………… Date: ………………

(*) Delete as appropriate.