Right of withdrawal
Consumers in the EU and the UK normally have 14 days to withdraw from a distance contract. This page explains how that right applies to the digital content you buy on lalalust.
0. Which law gives you this right
The 14-day right of withdrawal described here comes from EU law — Directive 2011/83/EU on consumer rights, as implemented in your own country — and from the equivalent UK rules. It is a right you have against us because we offer this service to consumers in the Union, not something we grant as a favour, and nothing in our Terms takes it away from you.
Switzerland, where lalalust is operated from, has no general right of withdrawal for distance contracts; Art. 40a ff. of the Swiss Code of Obligations covers doorstep and telephone sales only. That does not matter for you. A choice-of-law clause cannot deprive a consumer of the mandatory protection of the law of the country they live in, so if you are a consumer in the EU or the UK, this page — not Swiss law — is what applies to your withdrawal right.
1. Digital content: when the right ends
Everything sold on lalalust is digital content not supplied on a tangible medium — custom pieces made to your brief, catalogue items and single files. Two provisions can end the right of withdrawal:
- Art. 16(m) — digital content not supplied on a tangible medium, where supply began with your prior express consent and your acknowledgement that you thereby lose the right, and we confirmed this to you on a durable medium.
- Art. 16(a) — a service that has been fully performed, where performance began with your prior express consent and your acknowledgement that you would lose the right once it was complete.
Before you pay for any purchase — accepting an offer on your wish or in a chat, buying a catalogue item or a series slot, or unlocking a single file — you are shown one box that is not ticked in advance:
“I want this to start right away, before the 14-day withdrawal period ends. I know that I lose my right of withdrawal as soon as the content is supplied to me.”
Without the tick nothing is bought and nothing is charged. With it, we store the moment you ticked it, the version of the wording, your IP address and browser, and the order reference, and we confirm it to you by email right after the purchase (Art. 8(7) of the Directive). For purchases made before this box existed, no such consent was collected — and for those we do not rely on the exemption against you.
2. What you have in addition
- A preview, where a preview makes sense.
- 2 revisions against the written brief.
- A human check of every delivery before it reaches you.
- 72 hours (or more, as shown on the order page) to report a problem, decided by a person against the brief.
- A refund, case by case, if what you bought is not delivered — see the Refund policy.
3. How to withdraw
Where a right of withdrawal exists, you may also use the following wording. Sending it by email is enough; there is no form to fill in.
To: Lalalust GmbH, legal@lalalust.com
I hereby withdraw from the contract concluded by me for the following digital content:
Order reference: ____________
Ordered on: ____________
Name: ____________
Date: ____________
We act on a withdrawal within 14 days of receiving it, as the law requires. Where the right applies, what you paid goes back to the card you paid with, in full and at no cost to you; it runs through the payment provider and is normally visible on your statement within 5 to 10 working days. You are never required to accept store credit in place of a refund.
The Refund policy applies in addition to this right, never instead of it.
Questions about our policies: legal@lalalust.com · Safety and reports: abuse@lalalust.com · Questions & answers