Policy on refunds, cancellations and technical problems

English version - v1.1 | Updated 31 August 2026

This Policy supplements the consumer's mandatory rights relating to digital content. Requests must be sent to support@illustar.art and include the order number, the email address used for the purchase and a description of the issue.

Voluntary refund within 14 days

Illustar voluntarily offers a full refund within 14 days of purchasing an individual illustration only if the file has not been downloaded, published, printed, incorporated into a project, delivered to a client or otherwise used.

For a credit pack, a refund within 14 days is available only if no credit has been used. Once the first credit has been redeemed, credits still unused in that pack are not refunded and no pro-rata refund of the pack price is available. Once the immediate supply of digital content or the redemption of credits has begun, the right of withdrawal is lost only where the conditions prescribed by applicable law are met. The relevant rules are described in the Terms & Conditions and Returns & Right of Withdrawal pages.

Duplicate purchase

If a duplicate transaction results from a technical error by Illustar or the payment system, the duplicate amount will be refunded. Buying or redeeming the same illustration more than once is a valid transaction and not in itself an error: each purchase or redemption creates a distinct licence, which is how a customer licenses the same illustration for more than one end client. Where a customer believes that a duplicate was made by mistake, Illustar will review the request individually.

Incorrect licence

Licences cannot be upgraded or downgraded by paying or refunding a price difference. A customer who requires a higher-tier licence must acquire that licence in full. Once the new purchase is complete, the earlier lower-tier licence is cancelled and refunded; where that licence had been obtained with a credit, the credit is returned to the balance it was taken from and keeps its original expiry date. By way of exception to the 'Content already used' section below, this refund is available even if the illustration has already been used, provided that use continues under the newly acquired licence. There is no downgrade route: a customer who no longer requires higher-tier rights is not entitled to a refund of the difference.

Damaged or unavailable file

Illustar will provide assistance to restore the download or supply a conforming file within a reasonable time. If the content cannot be brought into conformity free of charge and without significant inconvenience, the remedies available under the legal guarantee apply, including a price reduction or refund where applicable.

Incompatibility

The product is described as a JPG file with an sRGB colour profile and the pixel dimensions stated on the product page. Incompatibility caused by the customer's software or hardware does not automatically entitle the customer to a refund when the file matches the stated specifications. If the file does not conform to its description or essential technical information was omitted, Illustar will provide assistance and the remedies required by law.

Content already used

Once the illustration has been published, printed, incorporated into a project or delivered to the end client, no refund is available for a change of mind or an incorrect purchase, except under the licence-change route described in the 'Incorrect licence' section above. Mandatory rights relating to defective or non-conforming files remain unaffected.

Effects of a refund

When a purchase is refunded and the contract is terminated, the licence ends. The customer must stop using the illustration, delete all copies of the file and refrain from making it available to third parties. Illustar may deactivate the download link.

Chargebacks

A chargeback is not a refund request: the payment is reversed by the card issuer or payment provider whether or not Illustar agrees. Where a payment is reversed in this way, download access is disabled and the associated licences are revoked, including where the files have already been downloaded. If the reversed payment relates to a credit pack, credits still unused are frozen and every licence obtained with credits from that pack is revoked. Illustar may also suspend the customer account. Where possible, Illustar will contact the customer so that the situation can be clarified.

Refund timing and method

Refunds are made to the original payment method unless otherwise agreed or technically impossible. Once a refund has been issued, the time required for the funds to appear depends on the payment method and the relevant payment service provider.

Illustar will respond to refund and cancellation requests within two business days of receipt. Approved refunds will be initiated without undue delay and within any deadline required by applicable law.