Legal

Refund Policy

Effective date: 2026-07-28 · Last updated: 2026-07-29

1. Summary (plain language)

We want you to be satisfied with what you buy. Your legal rights come first: if a product is faulty, not as described, or otherwise not in conformity, you have statutory remedies we cannot take away (see §2). On top of that, we offer a voluntary goodwill window (see §4). We do not promise "no questions asked" refunds for any reason, because digital goods can be duplicated and consumed instantly on delivery — but nothing in this policy limits the legal rights described in §2 and §3.

Two separate sets of statutory rights apply. They are mandatory (d'ordre public) — this policy sits on top of them and cannot reduce them.[1]

  • Right of withdrawal (14 days), and its digital-content exception. For digital content delivered immediately, the 14-day right of withdrawal does not apply once you have given prior express consent to immediate performance and acknowledged that you lose that right — see Terms of Service §7.[2] This exception concerns only the change-of-mind withdrawal right.
  • Legal guarantee of conformity (survives the above). Independently of the withdrawal right, you benefit from the legal guarantee of conformity for digital content (Code de la consommation, Art. L224-25-1 et seq., transposing Directive (EU) 2019/770). If a product is not in conformity, you are entitled to have it brought into conformity and, failing that, to a price reduction or to termination with a refund.[3] Waiving the withdrawal right does not waive this guarantee.

The rest of this policy describes the voluntary goodwill refunds we offer in addition to (and without prejudice to) these legal rights.

3. What the law entitles you to (conformity remedies)

If a product does not work as described on its listing page, lacks the qualities you can legitimately expect, or is otherwise not in conformity, the statutory remedy path is:[3]

  1. We bring the product into conformity (e.g. a fix or working replacement); if that is impossible or unreasonable, then
  2. You are entitled to a proportionate price reduction or to terminate the contract and receive a refund.

Where a refund follows termination, French law requires reimbursement without undue delay and at the latest within 14 days of your decision.[4] Refunds are executed through Paddle (see §6).

4. Our voluntary goodwill window (on top of your legal rights)

Separately from §2–§3, as a goodwill matter we will consider a refund (or store credit, if you prefer and it fits) if, within 30 days of purchase, one of the following applies:

  • The product does not work as described and we are unable to fix the issue within a reasonable time.
  • You were charged for the wrong product, charged twice, or charged in error.
  • The product is materially different from what was described at the time of purchase.

This 30-day goodwill window is our own commitment, set independently of Paddle's shorter 14-day discretionary refund window.[5] We execute it ourselves by reviewing your request and, where approved, instructing Paddle to refund your original payment method (see §6) — well within the payment-provider refund limits described there. It is a voluntary enhancement, not the limit of your rights: your §2–§3 legal remedies apply regardless of this window.

5. What we generally will not refund as goodwill (legal rights still apply)

Outside the legal rights in §2–§3, we generally will not grant a goodwill refund for:

  • Change-of-mind requests after you have downloaded and made substantive use of a working product, absent a reason in §4.
  • Goodwill requests made more than 30 days after purchase (your statutory rights, which can run longer, are unaffected).
  • Requests where we have reasonable grounds to suspect abuse (e.g. repeated purchase-then-refund cycles, or use inconsistent with the product's license). Paddle likewise does not issue refunds where there is evidence of fraud or refund abuse.[6]

We review requests individually and reserve discretion to make exceptions in your favour. This section governs only voluntary goodwill; it never overrides §2–§3.

6. How refunds are processed

Because Paddle is the Merchant of Record for every sale on this site (see Terms of Service §3), Paddle processes the actual refund transaction back to your original payment method once a refund is approved.[7] To start a request, email support@apeirionlabs.com with your order reference; we will review it and, where approved, issue or instruct the refund through Paddle.[8]

  • Paddle processes approved refunds to the original payment method, typically within 14 days of approval; your bank or card issuer then usually takes a few more working days to post it (Paddle indicates roughly 3–5 working days for cards, and around 48 hours for PayPal).[9]
  • Refunds are subject to the payment provider's technical limits (for example, Paddle can refund card transactions up to 120 days old and PayPal up to 179 days old). We cannot execute a refund the payment provider will not process.[10]

You may also request a refund, or exercise a statutory withdrawal right, directly with Paddle as the seller of record on your invoice, independently of contacting us — Paddle's Buyer Terms and Refund Policy describe that process.[11]

7. Chargebacks

If you initiate a chargeback with your bank instead of contacting us or Paddle first, please note that any chargeback is raised against Paddle as Merchant of Record, and Paddle contests chargebacks through an automated dispute-defence process.[12] Contacting us or Paddle first is usually faster and preserves your options. Where a chargeback is raised in circumstances Paddle reasonably regards as fraud or abuse of payment protection (for example, claiming non-delivery of a product you have received or are using), access to the product may be suspended.[11] This does not affect any legitimate chargeback right you have with your payment provider.

8. Contact

Refund requests and questions: support@apeirionlabs.com (include your order reference/receipt from Paddle).

Sources (footnotes)
  1. The digital-content conformity section is d'ordre public: Code de la consommation, Art. L224-25-32. Abusive clauses purporting to exclude such rights are "réputées non écrites": Art. L241-1.
  2. Digital-content exception to the withdrawal right: Code de la consommation, Art. L221-28, 13°; Directive 2011/83/EU, Art. 16(m).
  3. Legal guarantee of conformity and remedy path: Code de la consommation, Art. L224-25-1 et seq., esp. Art. L224-25-17 (transposing Directive (EU) 2019/770, Arts. 6–14).
  4. Reimbursement without undue delay and at the latest within 14 days of the consumer's decision: Code de la consommation, Art. L224-25-23.
  5. Paddle will consider discretionary refunds where "a request is submitted within 14 days of your Transaction date" (approval not guaranteed): Paddle Refund Policy (eff. 31 March 2026).
  6. "Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour": Paddle Refund Policy.
  7. Paddle is Merchant of Record / authorised reseller and the buyer's counterparty: Paddle Buyer Terms.
  8. Sellers issue full or partial refunds from the Paddle dashboard; the MSA requires agreed refunds to be routed through Paddle rather than paid directly: Paddle Help, "How do I issue refunds?"; Paddle MSA cl. 10.1.
  9. "within 14 days of approval" to the original payment method; cards "typically take 3-5 working days", PayPal "within 48 hours".
  10. Cards refundable on transactions "less than 120 days old"; PayPal "less than 179 days old": Paddle Help, "How do I issue refunds?"
  11. Buyer may request a refund or exercise statutory withdrawal rights directly via Paddle (paddle.net); access may be suspended for chargebacks Paddle regards as fraud/abuse: Paddle Buyer Terms §4, §6, §15.
  12. As MoR, "the dispute is raised against Paddle rather than you, the seller"; Paddle's Dispute Defense System "automatically contests chargebacks": Paddle Help, "Understanding Chargebacks with Paddle".

URLs and Paddle effective dates as consulted 2026-07-10. Full source URLs are available on request from support@apeirionlabs.com.