Refunds & Right
of Withdrawal
Your consumer rights, and our promise if something's wrong.
Last updated: 30 May 2026
The short version
A Loveogram is personalised digital content we create just for you and deliver right away. Under EU and Swedish law (the Distance Contracts Act, distansavtalslagen), that type of product is an exception to the normal 14-day right of withdrawal once we've started making it with your agreement. To make that fair, for our Loveogram Picture you see a free preview before you pay, and we back every order with the quality promise below.
Our quality promise
If your Loveogram arrives faulty, corrupted, or clearly not what was described, tell us within 14 days and we will fix it, remake it, or refund you. We want you to be happy with what you receive. Just write to hello@turtleandsun.com with your order email and what went wrong.
Right of withdrawal — the detail
For most distance purchases, consumers in the EU have 14 days to withdraw. However, the law sets out exceptions, two of which apply to Loveograms:
- Personalised / made-to-order goods and content — items produced to your specification or clearly personalised.
- Digital content delivered immediately — where you have given prior express consent to immediate delivery and acknowledged that you therefore lose the right of withdrawal.
When you place an order, you ask us to begin generating and delivering your Loveogram immediately, and you acknowledge that once generation begins you lose the 14-day right of withdrawal for that item. We show this at checkout so the choice is clear.
If something is wrong (faulty content)
Waiving the right of withdrawal does not remove your statutory rights if the product is defective. Under the Swedish Consumer Sales Act / consumer-protection rules, you are entitled to a Loveogram that matches what was described. If it doesn't — for example a broken file, a failed video, or a result that doesn't match the style ordered — you are entitled to a fix, a replacement, or a refund. Our quality promise above is how we deliver on that.
A note on likeness
Loveograms are artistic, AI-stylised portraits. Some creative variation from your original photo is part of the product and is not by itself a fault. If a result is genuinely poor or wrong, contact us — we'd much rather make it right than leave you unhappy.
How to request a refund or fix
Email hello@turtleandsun.com from (or quoting) the email address you ordered with, describe the problem, and attach a screenshot if you can. We aim to reply within 24 hours. Approved refunds are returned to your original payment method via Stripe, normally within 5–10 business days.
Still unhappy?
If we can't resolve things, you can refer the matter to the Swedish National Board for Consumer Disputes — Allmänna reklamationsnämnden (ARN), www.arn.se — or the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. See our Terms of Service for more.