Sternenherz

Refund Policy

Last updated: July 2026

This Refund Policy applies to purchases of Sternenherz software, licenses, downloads and other digital products, unless a different policy is expressly stated for a specific product or checkout.

1. Digital Products

Sternenherz products are usually delivered digitally. Delivery may include a download link, license key, license file, account access, email delivery, software installer, plugin file, documentation or related digital content.

Because digital products can be accessed, downloaded, copied or used immediately after purchase, refunds are handled differently from returns of physical goods.

2. Right of Withdrawal for Consumers

If you are a consumer residing in the European Union or another jurisdiction that provides a statutory right of withdrawal for distance contracts, you may have a legal right to withdraw from the purchase within the applicable withdrawal period.

However, for digital content and software that is not supplied on a physical medium, this right of withdrawal may expire before the end of the withdrawal period if you expressly consent to immediate delivery, download, access or license activation and acknowledge that you lose your right of withdrawal once delivery, download, access or activation begins.

3. Expiry of the Right of Withdrawal for Immediate Digital Delivery

By purchasing a Sternenherz software license and selecting or confirming immediate digital delivery, download, access or license activation, you expressly consent that performance begins before the end of the withdrawal period.

You also acknowledge that, once the license key, download, software access or other digital content is made available to you, your statutory right of withdrawal expires to the extent permitted by applicable law.

For this reason, purchases of license keys, downloads and immediately accessible digital products are generally final and non-refundable after delivery, download, access or license activation has begun.

4. Voluntary Refunds

Even where the statutory right of withdrawal has expired, we may, at our discretion, offer a voluntary refund in individual cases. A voluntary refund is not guaranteed and does not create a general entitlement to future refunds.

Please contact us if you made a duplicate purchase, bought the wrong product by mistake, or experience a serious technical issue that prevents reasonable use of the software.

5. Technical Problems

If you experience a technical problem, please contact support first. We may ask for reasonable information such as your operating system, DAW or host version, software version, error messages, screenshots or steps to reproduce the issue.

We will make reasonable efforts to help resolve confirmed technical issues. Depending on the case, this may include troubleshooting, a fixed version, a workaround, a replacement download or, where appropriate, a refund.

6. Refunds Are Usually Not Granted For

Refunds are usually not granted in the following cases:

  • you changed your mind after the license, download or digital product was delivered;
  • you no longer need the software;
  • you purchased the wrong product but already downloaded, accessed or activated it;
  • your system does not meet the stated system requirements;
  • the software is incompatible with an unsupported DAW, plugin host, operating system, driver, hardware setup or third-party plugin;
  • you expected features that were not advertised on the product page, manual or checkout page;
  • you are using an outdated, modified, unauthorized or unsupported version of the software.

7. Duplicate Purchases and Accidental Orders

If you accidentally purchased the same product more than once, please contact us as soon as possible. Duplicate purchases may be refunded if they can be clearly verified and the circumstances support a refund.

8. Chargebacks and Payment Disputes

If there is a problem with your order, please contact us before opening a chargeback or payment dispute. We are usually able to resolve accidental purchases, delivery issues or technical problems more quickly through support.

Unauthorized chargebacks may result in the suspension or cancellation of related license keys, downloads or account access, where permitted by applicable law.

9. How to Request Support or a Refund

To request support or ask about a refund, contact:

Email: support (at) sternen-herz.de

Please include:

  • your order number or payment reference;
  • the email address used for the purchase;
  • the product name;
  • a short description of the issue;
  • technical details if the issue is software-related.

10. Payment Provider or Merchant of Record

Purchases may be processed by an external checkout, payment provider or merchant-of-record provider, such as Lemon Squeezy or another provider. In that case, the provider’s checkout terms, refund process, payment rules and support procedures may also apply.

If the payment provider is the merchant of record, some refund decisions, timelines or procedures may be handled directly through that provider.

Nothing in this Refund Policy limits mandatory consumer protection rights, statutory warranty rights or other rights that cannot be waived under applicable law.