Refunds and replacements

The money-back guarantee

For US boards with included MySlavko Care, contact us within 90 days of delivery. Pickup and receipt can follow after that window; we arrange and pay for pickup. The Care terms below set out returns and size exchanges.

For purchases without included Care, the existing guarantee applies. Some of our products — the rotating puzzle board among them — carry our 90-day money-back guarantee, and it says so right on the product page. If one of those isn't everything you hoped, you have 90 days from delivery to send it back for a full refund — no reason needed, no runaround. Get in touch through our contact page and we'll sort the return with you. We pay the return shipping. Where a specific offer states its own guarantee window (Puzzle Club, for example), the terms on that page apply to it.

Damaged in transit

If your order arrives damaged — a crushed box, broken pieces, torn film — send us a photo through our contact page within 14 days of delivery and we'll sort a replacement or a refund at no cost. No need to send the damaged one back; recycle it or pass it on.

A fault with what arrived

If there's a fault — a printing error, a mis-cut, missing or broken pieces, or the wrong item — send us a photo through our contact page within 14 days. We'll replace it or refund you, whichever you'd prefer. You don't need to return the faulty one.

Change of mind

Because so much of what we make is custom, personalized or made to order, we generally don't offer change-of-mind refunds — once something's printed to your photo or made to your spec, we can't simply put it back on the shelf. That's a starting point rather than a hard wall: we look at every request case by case, so if you've a genuine reason, get in touch through our contact page and we'll see what we can do. And if you catch a made-to-order item before production starts — a short window after checkout — we can cancel it and refund in full. (Products that carry the 90-day money-back guarantee are the exception: within the window, changing your mind is reason enough.)

Custom photo puzzles: print sharpness

This one's specific to custom photo puzzles. The configurator shows you a sharpness rating and the largest size your photo will print cleanly. If you go past a softness warning and the result looks softer than you'd hoped, that's not something we can refund — the warning is the checkpoint we both rely on. We will reprint it at a smaller size for half off the difference.

Existing lifetime board warranty

Earlier board orders and boards sold without the included US Care offer keep the existing lifetime warranty. If a part breaks, we send a replacement part. If the board itself breaks, we replace the board. Contact us through our contact page; there is no need to return the broken item. Any other promises made when you ordered still apply.

MySlavko Care for US puzzle-board orders

MySlavko Care is included at no extra charge when shown with your board. These terms apply to that included offer. If you ordered before this offer was introduced, the promises made when you purchased still apply.

Made to last. Backed for life.

Genuine faults in materials, construction and moving functions during normal use are guaranteed for as long as you or your gift recipient own the board. Send a photo. We replace the affected part when a simple part replacement is suitable; otherwise, we replace the board. We arrange any required return and pay the relevant shipping. Ordinary cosmetic wear is not a quality fault. The separate arrival-damage and faulty-on-arrival remedies above still apply.

One free accident replacement within five years

If a drop, knock, spill or cat damages your board, send us a photo. You receive one free replacement board per purchased board within five years of its original delivery, with shipping included. No need to return the damaged board. This benefit applies to the board, rather than the puzzle or other belongings.

90-day free returns and one size exchange

Contact us within 90 days of delivery for a full board refund or one size exchange. Normal home use and ordinary signs of use are accepted on a functional board. We arrange and pay for collection; you pack the board safely. Refunds and exchanges follow receipt and checking of the return. We pay delivery of the exchanged size. You pay the price difference for a larger board; we refund the difference for a smaller one. For these Care returns, contacting us within the window is sufficient; collection and receipt may follow.

Care board refunds are issued to the original payment method within 3–5 working days after approval. Exchanges and quality replacements keep the original delivery dates and accident allowance. Each board on an order has its own accident allowance. A full refund ends Care for the returned board.

Email support@myslavko.com with your name or order number. Include a photo for quality and accident requests. Gift recipients can contact us directly; if their name does not identify the order, we may ask for the order number or buyer's email.

How refunds are paid

Included Care board refunds go back to your original payment method within 3–5 working days after approval. For refunds outside included Care, the existing usual timing is 5 to 10 working days after approval, unless your original offer promised otherwise. Replacements are queued straight away and sent to your delivery address unless you tell us otherwise.

Your rights, and the exceptions

Two things sit above this policy. First, your statutory rights: if something is faulty, not as described, or not fit for purpose, you can ask for a repair, replacement or refund whatever the rest of this says — and wherever you are, the consumer law that applies to you takes precedence. Second, if a specific product or offer sets out different terms, those apply for that item.

How to raise an issue

Email support@myslavko.com with your name or order number, or use our contact page. Include a photo for damage, quality or accident requests. We'll get back to you within a working day.