Refund policy
Last updated: August 12, 2026
Our Commitment
WestLake is committed to achieving the intended result. If you are not satisfied with the work delivered, we will first seek to make adjustments. If we are unable to do so, we will refund you.
This page explains the circumstances in which this applies and the applicable terms.
1. Right of Withdrawal
As a consumer, you have fourteen days from the conclusion of the contract to withdraw from your order without having to provide any reason.
How to exercise your right: use the “Withdraw from Contract” button available on all pages of the website, or contact us at contact@westlakestudiodesign.com.
You will receive an acknowledgment of receipt, and the refund will be issued within a maximum of fourteen days.
Important exception. Our services are delivered within twenty-four to seventy-two hours, and therefore before the end of this withdrawal period. When placing your order, you expressly request that the service begin immediately and acknowledge that you lose your right of withdrawal once the service has been fully performed. Once the service has been fully delivered, this right can therefore no longer be exercised.
If the work has started but has not yet been completed and you exercise your right of withdrawal, you remain liable for the amount corresponding to the work already performed, according to the following scale:
| Progress | Amount Retained | Amount Refunded |
|---|---|---|
| Brief received, production not started | 15% | 85% |
| Research and exploration started | 30% | 70% |
| First concept delivered | 50% | 50% |
| Concept approved, variations in progress | 75% | 25% |
| Service fully performed | 100% | — |
In all of these cases, no files will be delivered and no rights will be transferred to you.
2. Satisfaction or Money-Back Guarantee
Independently of the statutory right of withdrawal, we provide a commercial guarantee covering the delivered result.
If the deliverable does not correspond to your brief, we will revise the work. The revisions included in the service will apply, and when the discrepancy results from a requirement in your brief that was not followed, we will provide the additional revision cycles necessary at no extra cost — this is our mistake, not yours.
If, despite these revisions, no result is satisfactory to you, you will receive a full refund for the service concerned.
How to make a claim: contact us explaining what is not satisfactory within fifteen days following final delivery. We will respond within forty-eight business hours.
What this guarantee does not cover:
- A change of mind regarding the creative direction after a concept has been approved;
- A request that exceeds the original scope of the order;
- An incomplete or misleading brief that resulted in an unsuitable outcome;
- A refusal to register a trademark by an intellectual property office;
- A subscription that has already been used during the current billing period.
In the event of a refund under this guarantee, rights to the creations will not be transferred to you and their use will not be authorized.
3. Delivery Delays
If we exceed the announced delivery time due to circumstances attributable to us, we will notify you without delay.
One-time services: if the delay exceeds forty-eight hours without valid justification, you may request cancellation and a full refund.
Subscriptions: a proportional credit will be applied to the affected period.
4. Subscriptions
Cancellation. Subscriptions are non-binding and may be canceled at any time from your customer account or by email. Cancellation takes effect at the end of the current billing period, which has already been paid.
No pro-rata refunds. The portion of the current period that has already begun remains payable, as production capacity has been reserved for you.
First month. If you cancel within fourteen days of subscribing and no request has been processed, you will receive a full refund.
5. Refund Terms
Refunds are made to the payment method used when placing the order, unless you expressly agree to another payment method.
Timeframe: a maximum of fourteen days from acceptance of your refund request. The time required for the refund to appear in your account then depends on your bank, generally three to five business days.
No fees will be deducted.
6. Questions
Contact us at contact@westlakestudiodesign.com. We will respond within twenty-four business hours.
In the event of a continuing dispute, you may refer the matter free of charge to our consumer mediator:
Centre de la Médiation de la Consommation de Conciliateurs de Justice — CM2C
49 rue de Ponthieu
75008 Paris
France
