Refund Policy

1. An overview of refunds

What this policy covers

This policy applies to paid Mattoel Framer components and All Access purchased through Polar. Separately contracted web design services are not covered.

Who handles your purchase?

Polar is the seller and Merchant of Record for Polar purchases. Mattoel supplies and licenses the products and provides product support. See the Polar Checkout Buyer Terms for the terms governing your transaction.

2. Change of mind and withdrawal

Voluntary refunds

We do not offer an additional money-back guarantee for a change of mind. We may consider goodwill requests case by case. This does not limit your statutory rights or any refund Polar may grant under its terms.

Statutory right of withdrawal

If you are a consumer, a statutory right of withdrawal may apply. In the EU, the usual period for an eligible distance contract is 14 days. You do not need to give a reason to exercise a valid right of withdrawal.

When can the right expire?

For paid digital content not supplied on a physical medium, the right can expire when supply begins only if the applicable legal conditions have been met. Under German law, these include express consent to early supply, acknowledgement of the loss of the right, the start of supply and the required contract confirmation. Buying, downloading or using a product does not by itself establish that all conditions have been met.

How to exercise the right

To exercise an applicable right of withdrawal, use the withdrawal channel identified in your purchase information or contact Polar using the seller contact details in your order confirmation. You do not need to open a technical support ticket first.

3. Delivery, defects and billing

Missing access or a product issue

If your component link is missing or does not work, or the product does not match its description, email matthias@lmvision.de. We can help investigate and work with Polar where needed. Depending on applicable law and the circumstances, you may be entitled to delivery, a fix, a price reduction, termination or a refund. These rights do not depend on a goodwill decision.

Duplicate or unrecognised charges

For a duplicate charge, an unrecognised payment or another billing question, contact Polar Support using your purchase details. This does not limit any payment dispute rights available to you.

4. Requesting and receiving a refund

What helps us find your order?

For a refund request about a Polar order, contact Polar Support. For a goodwill request or help with the product, you can also email matthias@lmvision.de. Include the purchase email, product name and order reference if available. A short description helps with technical issues; screenshots are optional.

How refunds are processed

Refunds for Polar orders are processed through Polar. Depending on your entitlement or the agreed resolution, the refund may be full or partial. Bank processing times can vary; this does not change any applicable statutory refund deadline.

5. All Access

Current and future releases

This policy also applies to All Access purchases through Polar. All Access covers individually released Mattoel Framer components. Separately sold component bundles, templates and template bundles are not included unless expressly stated in the offer. This policy does not change what you were promised at purchase or limit your statutory rights.