Returns and withdrawal rights for digital content

English version - v1.0 | Updated 24 August 2026

Because Illustar sells digital content only, there are no physical products to return. This page explains consumers' withdrawal rights and the immediate supply of downloads.

Consumers and business customers

The statutory right of withdrawal under consumer law applies to customers who purchase as consumers. Businesses and professionals do not automatically benefit from this right, unless otherwise agreed or required by applicable law.

General withdrawal period

A consumer may withdraw within 14 days from the conclusion of the contract, subject to the exceptions applicable to digital content supplied immediately.

Immediate downloads

Once a download begins, the supply of the digital content begins. From that point, the consumer loses the right of withdrawal only where the conditions required by applicable law have been satisfied.

Illustar's voluntary refund policy

Even where the statutory right of withdrawal has ended, Illustar voluntarily offers a refund within 14 days if the file has not been downloaded or used. No refund for a change of mind is available after the illustration has been downloaded, published, printed, incorporated into a project or delivered to an end client.

Credit packs

A consumer may request a full refund of a credit pack within 14 days if no credit has been used. Once the first credit is redeemed, supply begins and the right of withdrawal ends only where the conditions required by applicable law have been satisfied. After the first redemption, no refund for a change of mind is available, without prejudice to mandatory consumer rights.

How to exercise the right of withdrawal

Send an unequivocal statement to support@illustar.art within the applicable period and include your name, email address, order number, product or pack and purchase date. You may use the optional form below, but you are not required to do so.

Optional withdrawal form

Subject: Withdrawal from order [number]

I hereby give notice that I withdraw from the contract concerning [product/pack], ordered on [date].

Full name: [___]
Order email: [___]
Address: [___]
Date: [___]

Refunds

Where a withdrawal is valid, Illustar refunds all payments due using the same payment method, unless otherwise agreed, and within the time limits required by law. The customer must stop using the content and must not make it available to third parties.

Defective or non-conforming content

Withdrawal rights are separate from the statutory guarantee. If a file is defective or does not conform to the stated specifications, the consumer retains the remedies provided by law even after downloading or using it.