Refunds, cancellation & cases

This policy explains when you can get a refund for a purchase on lalalust and how to ask for one. It forms part of the Terms of Service.

1. What you buy

Every purchase on lalalust is a purchase from Lalalust GmbH of a specific digital product at a fixed price — an accepted offer on your wish, a catalogue item, a series slot or a single file. You pay it once, by card, on our payment provider's hosted page. The price on the button is the end price, including VAT.

2. Delivery, revisions and problems

A custom piece is delivered by the date shown in the order. A person at lalalust checks every delivery against your written brief before you see it; a delivery that plainly misses the brief goes back to the creator first. 2 revisions are included (3 with a Velvet pass). After delivery you have 72 hours to confirm it or to report a problem from the order page (the order page shows your exact deadline). The creator fixes it first; if that does not resolve it, a person at lalalust decides, with a written reason. Ready-made items and single files are available as soon as you have paid.

3. Refunds — case by case

Refund requests are reviewed case by case by our support team and, where you contact them, by our payment provider's customer support. We will generally refund, in full or in part, where:

• the content you bought was not delivered within the stated delivery time;
• a technical error on our side prevented you from receiving or opening it;
• you were charged twice for the same purchase;
• a payment was made without your authorisation.

Where a delivery does not match the written brief and cannot be fixed, we may refund in part or in full. Whether a refund is due is measured against the brief — taste alone is not a defect, which is why the brief is written down before anyone starts.

How to ask: use Report a problem on the order page, or write to support@lalalust.com with the order reference. A person answers, usually within two business days.

4. How a refund is paid

A refund is always made to the original payment method — the card you paid with — through our payment provider, and is normally visible within 5 to 10 working days after it is issued, depending on your bank. We do not replace a refund with store credit, and we do not charge you for a refund.

5. Right of withdrawal

If you are a consumer in the EU or the UK, the statutory right of withdrawal for digital content and how it ends is explained in Right of withdrawal. This refund policy applies in addition to that right, never instead of it.

6. Please contact us before a chargeback

If something is wrong with a charge, please contact us first — most issues are resolved within two business days, and a refund to your card is usually faster than a dispute with your bank. See Chargebacks.

7. If you disagree with a decision

Write to support@lalalust.com with the reference. A different person reviews it once. We answer within seven days.

8. Tips and passes

A tip is a voluntary gift to the creator, not a purchase of content. If a tip was charged in error, contact support and we look at it case by case. Velvet is a pass for 30 days, bought once; it does not renew and nothing is charged again. Questions about a pass are handled by support case by case.

Every price on lalalust is shown in full before you confirm. Your card is charged in the currency shown, where our payment provider supports it. Customers in Switzerland see prices in Swiss francs, but the card is charged in US dollars: before you confirm, checkout shows the dollar amount that will be charged together with the approximate amount in francs, and the receipt names the exchange rate used; your bank's own exchange rate applies to your statement. The same applies to any other currency our payment provider does not charge in. Nothing renews by itself unless you expressly set it up, and anything that repeats ends with one click, without notice period or fee.