Right of withdrawal

Consumers in the EU normally have 14 days to withdraw from a distance contract. This page explains where that right applies on lalalust, where it does not, and why.

1. Commissioned content: no right of withdrawal

A commission is produced to your specification and cannot be offered to anyone else. Under § 312g(2) no. 1 BGB (Art. 16(c) of the Consumer Rights Directive), such goods and services are exempt from the right of withdrawal.

Before you pay, you are asked to confirm that you want production to begin immediately and that you understand you lose the right of withdrawal once it does. That confirmation is stored with the order. Without it we do not start.

2. Ready-made digital content

Where an item is not made for you — a file that already exists — the right of withdrawal lapses once delivery begins with your express consent and your acknowledgement that the right is lost (§ 356(5) BGB). The same confirmation applies.

3. What you have instead — and it is more

The statutory right would give you 14 days to change your mind about something already made. Our rules give you protection while it is being made:

• Your money is held and reaches nobody until you approve.
• A preview, where a preview makes sense.
• 2 revisions against the written brief.
• A human check of the delivery before it reaches you.
• 72 hours to open a case, decided by a person against the brief.
• Full refund if the creator never delivers.

See Refunds, cancellation & cases.

4. Model withdrawal form

For the cases where a right of withdrawal does exist, you may use the following wording. Sending it by email is enough; there is no form to fill in.

We refund within 14 days of receiving the withdrawal, by the same means of payment you used.