Complaints procedure

Use this procedure if you believe a delivered render, virtual staging image, animation, AI Studio output, or other digital deliverable does not match the agreed brief, has a production defect, or was delivered materially later than the confirmed timeline for reasons within our control.

Normal revision requests should be made through the project portal. A complaint is for issues that cannot be solved through the included revision rounds or normal support conversation.

1. Email kontakt@elegantrender.rs with your order number and the subject line "Complaint".
2. Describe the issue clearly and identify the affected file, service, or revision round.
3. Attach screenshots, marked-up references, or links that show what is wrong and what outcome you are asking for.
4. If the issue relates to a PayPal payment, include the PayPal order ID or capture ID shown in your receipt if available.

We aim to acknowledge complaints promptly and provide a written response within 14 days. If the issue requires technical review, supplier information, or a file audit, we may need more time; if so, we will explain the reason and give a realistic update.

If we accept the complaint, we may correct the deliverable, provide an additional revision round, offer a partial refund, or refund the relevant amount where correction is not reasonable. Refund handling follows our refunds policy.

If we do not accept the complaint, we will explain our reasoning and identify any remaining practical options.

We prefer to resolve disputes directly. If you are an EU consumer and remain dissatisfied, you may contact a consumer authority or alternative dispute resolution body in your country of residence. We are not generally obliged to participate in a particular alternative dispute resolution process unless mandatory law requires it or we agree in writing.