Slikica

Returns & Complaints

Complaint Procedure

At Slikica, we are committed to quality and customer satisfaction. If you are not satisfied with the product you received or have noticed a defect, we are here to help.

1. When Can You File a Complaint?

You can file a complaint in the following cases:

  • Damage in transit: The product arrived damaged or deformed
  • Manufacturing error: The product does not match the order (wrong format, wrong photograph, poor print quality)
  • Material defect: The product has a visible material defect (stains, streaks, uneven print)
  • Packaging defect: The product was not adequately packaged, causing damage

2. Complaint Deadlines

  • The Buyer is obliged to inspect the product immediately upon receipt
  • Complaints are filed within 2 months of discovering the defect
  • For damage in transit, complaints are filed within 48 hours of receiving the shipment
  • The statutory period of liability for material defects is 2 years from product receipt

3. How to File a Complaint?

You can file a complaint in the following ways:

Via email (recommended)

Send an email to info@slikica.com with the subject “Complaint — [order number]” containing:

  1. Order number
  2. Description of the defect — as detailed as possible
  3. Photographs — clear photographs showing the defect (minimum 2 photographs: one of the entire product and one of the defect detail)
  4. Your contact details — full name, phone number
  5. Desired resolution — product replacement, repair, or refund

By phone

Call us at +385 99 57 88 370 (Mon – Fri, 08:00 – 16:00).

4. Complaint Processing Procedure

  1. Receipt: You will receive a confirmation of complaint receipt by email within 24 hours
  2. Review: Our quality control team will review your complaint and attached photographs
  3. Decision: We will notify you of the decision within 15 days of receiving the complaint
  4. Resolution: In the case of a valid complaint, we will implement the resolution within 30 days

5. Possible Resolutions

In the case of a valid complaint, we offer the following resolutions (at the buyer’s choice):

Product Replacement

  • Free production of a new product
  • Free delivery of the replacement product
  • Production and delivery time: 3–8 business days

Refund

  • Full refund of the purchase price
  • Refund of shipping costs (if applicable)
  • Refund via the same payment method within 14 days of complaint approval

6. Product Return

In some cases, we may request the return of the product in question. In that case:

  • Return shipping costs are borne by the Seller
  • We will provide you with return instructions and a shipping label
  • The product must be packaged appropriately

7. When a Complaint Is NOT Valid

A complaint will not be accepted in the following cases:

  • The damage was caused by improper use or storage
  • Color differences are due to the difference between on-screen display and print (a normal occurrence in RGB/CMYK conversion)
  • Print quality corresponds to the quality of the photograph provided (low resolution of the original photo)
  • The buyer confirmed the product preview before purchase and was warned of potential limitations
  • The product was damaged after delivery through the buyer’s fault

8. Right to File an Objection

If you are not satisfied with the complaint resolution, you have the right to submit a written objection to the address:

Stolarija Rusan
Karivaroš 35 A, 49245 Gornja Stubica
marked: “Objection”

or via email to info@slikica.com.

We will respond in writing within 15 days.

9. Alternative Dispute Resolution

For disputes that cannot be resolved directly, you can contact:

10. Contact for Complaints

  • Email: info@slikica.com
  • Phone: +385 99 57 88 370
  • Working hours: Mon – Fri, 08:00 – 16:00