Refund Policy

This Refund Policy applies to all purchases made via www.arclane.co and complements our Terms & Conditions as well as the statutory Right of Withdrawal. It defines the voluntary refund rights we grant to our customers in addition to the statutory rights provided under applicable law.

1. General Scope

(1) This Refund Policy applies to both digital products (e.g., downloads, online courses, memberships, subscriptions) and physical products (e.g., printed materials, merchandise), unless otherwise expressly stated.
(2) Refunds are granted in accordance with the provisions below. This policy does not affect your statutory right of withdrawal, which remains applicable to consumers within the European Union.

2. Voluntary 30-Day Refund

(1) Beyond the statutory withdrawal right, we voluntarily grant all customers a 30-day refund period.
(2) The refund period begins on the date of contract conclusion (for digital products) or on the date of delivery (for physical products).
(3) Refunds within this period will be processed in accordance with the provisions below.

3. Digital Products

(1) Digital products may be refunded within 30 days after purchase, provided they have not been downloaded, accessed, or used.
(2) Once a download, login, or first access has taken place, the right to a refund expires immediately.
(3) By completing your purchase, you expressly consent to us commencing performance of the contract immediately and acknowledge that this waives your statutory withdrawal right once performance has begun.
(4) Goodwill Refunds: In the event of proven technical defects, accidental duplicate purchases, or access problems attributable to us, refunds may be granted on a case-by-case basis. Evidence such as error messages, timestamps, or screenshots may be required.

4. Physical Products

(1) Physical products may be returned within 30 days of receipt, provided they are unused, in original condition, and in original packaging.
(2) Customers are responsible for the direct costs of return shipping.
(3) If the product is defective, damaged on arrival, or incorrectly delivered, we will bear the return shipping costs and provide a full refund or replacement at no extra cost. Evidence may be required.
(4) Refunds are issued once the returned goods have been received and inspected.
(5) Return instructions and the correct return address will be provided after you contact us. Returns sent elsewhere may experience delays.
(6) Cash-on-delivery or unpaid returns cannot be accepted.

5. Refund Exclusions

Refunds cannot be granted for:

• Personalized or custom-made products,

• Discounted bundles, promotional offers, or special sales items,

• Freebies, bonus content, or promotional downloads.

6. Subscriptions and Memberships

(1) For recurring digital services (subscriptions, memberships), refunds may be requested within 30 days of the initial purchase, provided no substantial access or use has occurred.
(2) If a subscription is cancelled after the first 30 days, access will end immediately upon cancellation.
(3) Any prepaid amounts relating to unused portions of the subscription period will be refunded on a pro rata basis.
(4) Where statutory withdrawal rights apply (see Section 6 of our Terms & Conditions), you must pay for services already provided up to the point of withdrawal.
(5) If substantial use has occurred, only partial refunds may be considered.

7. Partial Refunds

(1) Where digital services have been partially accessed or completed (e.g., a course partly taken), only a partial refund may be granted.
(2) Refunds are calculated proportionally, based on the scope of services already provided.

8. Pre-Orders & Early Access

Pre-orders and early-access purchases are refundable until the earlier of (i) first access or (ii) the official release date. After access is granted, Section 3 (Digital Products) applies.

9. Third-Party Marketplaces & App Stores

Purchases made via third-party marketplaces or app stores (e.g., Apple, Google) must be refunded directly through those platforms in accordance with their policies.

10. Gift Purchases & Gift Cards

(1) Refunds for gifts can only be issued to the original purchaser.
(2) Gift cards and store credits are non-refundable and cannot be redeemed for cash.

11. Bundles & Mixed Orders

For bundles or mixed orders (digital and/or physical), refunds may be prorated across included items according to their standalone value.

12. Refund Procedure

(1) Refund requests must be submitted in writing to:

Christian Winkler E-Commerce e.U.
trading under the business name “Arclane”
Wildenfelser Straße 15
81249 Munich, Germany
Email: [email protected] 

(2) Requests must include:

• Full name and address,

• Order number and invoice number,

• Date of purchase and (if applicable) delivery,

• Product name(s),

• Reason for the refund request and supporting evidence.

(3) Refunds will be processed within 14 days after approval.
(4) Refunds are issued in Euro (EUR). Currency conversion differences, bank charges, or non-recoverable processor fees are borne by the customer. Tax invoices cannot be retroactively adjusted for FX changes.
(5) Refunds are made to the original payment method unless expressly agreed otherwise. Store credits or vouchers are not refundable in cash.
(6) Refunds usually appear on customer statements within 5 business days, subject to the bank or card issuer.
(7) If a refund is approved but not received, you must notify us within 30 days so we can investigate.

13. Chargebacks and Abuse Protection

(1) Unjustified chargebacks or payment disputes are not a substitute for the refund procedure described here.
(2) In the event of an unjustified chargeback, all rights of use to the purchased product shall immediately terminate.
(3) We reserve the right to claim reimbursement for any fees, costs, or damages caused by the chargeback, including bank fees, processor charges, and reasonable legal expenses.
(4) Repeated misuse of refund rights or unjustified claims may result in exclusion from future purchases.

14. Non-Transferability & License Revocation

Refunds and usage rights are non-transferable. Upon refund or chargeback, all licenses and access rights terminate, and any local copies must be deleted.

15. Identity Verification

We may request reasonable verification (e.g., purchase email, last four digits of card, proof of payment) before processing a refund.

16. Mispricing & System Errors

We reserve the right to cancel and refund orders placed at incorrectly displayed prices or due to system errors.

17. Evidence & Audit Logs

For claims of digital defects, customers may be asked to provide error logs, screenshots, or timestamps. We may use system access logs to verify eligibility.

17. Evidence & Audit Logs

For claims of digital defects, customers may be asked to provide error logs, screenshots, or timestamps. We may use system access logs to verify eligibility.

18. International Returns

For physical returns outside the EU, customs duties, import taxes, and fees are non-refundable. Parcels must be properly declared; refused deliveries may be treated as unilateral returns.

19. Return Method & Risk of Loss

Customers are responsible for return shipping and bear the risk of loss until receipt at our designated return address. Tracked shipping is strongly recommended. Cash-on-delivery returns cannot be accepted.

20. Holiday or Extended Return Windows

From time to time, we may extend the return window for physical products during holiday periods or promotional campaigns. Such extensions will be announced separately. Digital products remain subject to Section 3.

21. Platform & Access Changes

Reasonable updates to platform features, layouts, or delivery methods do not constitute grounds for a refund, provided the agreed content remains accessible.

22. Data Protection in Refunds

Only data strictly necessary for processing refunds will be requested. All refund-related data will be handled in line with our Privacy Policy.

23. International Customers

(1) EU consumers retain their statutory 14-day withdrawal right as set out in our separate Right of Withdrawal.
(2) For all customers worldwide, we voluntarily grant a 30-day refund period in accordance with this policy.
(3) Where local mandatory consumer laws grant more favorable rights, those shall apply.

24. Priority of Laws & Severability

Mandatory consumer protection laws always prevail. If any provision of this Refund Policy is held invalid, the remaining provisions shall remain fully enforceable.

25. Final Provisions

(1) This Refund Policy forms an integral part of our Terms & Conditions.
(2) Nothing in this policy limits your statutory consumer rights.
(3) German law applies, subject to mandatory protections in your country of residence.
(4) Jurisdiction, to the extent legally permissible, is Munich, Germany.

Version: July 2025