Refunds and replacements

We want every puzzle to land well. If it doesn't, here is how we put it right.

PLACEHOLDER — REVIEW BEFORE LAUNCH. This policy must be reviewed by a UK consumer-law solicitor before the site accepts paid traffic. The tone and structure are correct; the legal posture (custom-print exemption from cooling-off, replacement vs refund routing, evidence requirements) needs confirmation against current Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 case law.

Damaged in transit

If your puzzle arrives damaged — crushed box, torn film, broken pieces — email a photo to support@myslavko.com within 14 days of delivery. We'll reprint and resend at no cost.

Print error or manufacturing defect

If the puzzle has a print error (wrong photo, banding, mis-cut, missing pieces, colour error), email us a photo within 14 days of delivery. We'll reprint and resend at no cost. You don't need to return the original — please recycle it or pass it on.

Photo quality

The configurator gives you a sharpness rating and the largest puzzle size your photo will print cleanly. If you proceed past a softness warning and the printed result looks softer than you hoped, we can't offer a refund — the warning is the contractual checkpoint. We will reprint at a smaller size for a 50% discount on the difference.

Change of mind

Because each puzzle is custom-printed to your photo, change-of-mind returns are not accepted under UK Consumer Contracts Regulations 2013 (regulation 28). You can cancel an order any time BEFORE production starts (usually within 60 minutes of checkout) — email us immediately and we'll refund in full. Once production has started, the order is locked.

How refunds are paid

Refunds go back to the original payment method within 5 to 10 working days of approval. Replacement orders are queued immediately and ship to the original delivery address unless you tell us otherwise.

Your statutory rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015. If you believe a product is faulty, not as described, or not fit for purpose, you can ask for a repair, replacement, or refund regardless of the policy above.

PLACEHOLDER — REVIEW BEFORE LAUNCH. End of placeholder policy. Specific items to confirm with counsel: (1) custom-print exemption wording and the 60-minute cancel window; (2) whether the "50% discount on smaller reprint" remedy is acceptable given soft-photo warnings; (3) whether a written photo-evidence requirement is enforceable; (4) destination-specific consumer rights for EU buyers.