Complaints
How to file a written complaint, what to send with a defect claim, and how soon we reply.
Written complaint
Pursuant to Article 10 of the Consumer Protection Act, you may express dissatisfaction with a product or service by a written complaint:
- by e-mail: hello@playfulprints.eu
- by post: dD Tech, Vrtna ulica 24, 42202 Trnovec Bartolovečki, Croatia
We record every complaint and send a written reply within 15 days of receipt at the latest, to the address the complaint came from.
Complaint about a material defect
We are liable for material defects of the product under the Obligations Act and the Consumer Protection Act.
What to send us:
- the order number (in the form 2026-000042),
- photographs of the defect, clear and in good light,
- if the parcel was damaged — a photograph of the packaging before opening,
- a short description: what is wrong and when you noticed it.
How we proceed: we get in touch as soon as we can and send our reply within 15 days. If the complaint is justified, we remake and send the product at our own cost, or refund the amount paid — as you choose and as agreed.
A refund goes back the same way the payment came, to the card it was paid with.
What is not considered a defect
Before sending a complaint, please read the chapter „What is not a defect" in the Terms of sale. In short: visible print layers, a slight difference in shade, the difference between a lit and an unlit lithophane, and minor deviations from the view in the configurator are properties of 3D printing technology, not a fault.
The quality of the uploaded photograph directly decides the quality of the lithophane — a blurred or too dark source gives a poor result. If we judge that a photograph will not give a good result, we get in touch before printing; we do not send a poor product and then wait for a complaint.
If we cannot agree
We try to settle disputes directly. If that does not work, you may turn to the bodies for alternative resolution of consumer disputes — the Court of Honour of the Croatian Chamber of Trades and Crafts or the Mediation Centre of the Croatian Chamber of Trades and Crafts. For court proceedings, the competent court in Varaždin has jurisdiction.
Version 1.0 — in force from the day of publication.