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Overview

Last updated: 04/10/2026

This Refund and Cancellation Policy applies to downloadable VST instruments, VST effects, software, presets, sound libraries and other digital products purchased from Elwick Audio through https://elwickaudio.com.

1. Digital Downloads

Our products are supplied as digital content rather than physical goods.

Because digital products can be downloaded and used immediately, different cancellation rules apply to them.

2. Cancellation Before Download

If you have purchased a Digital Product but have not yet started the download or received access to the Digital Product, you may contact us to request cancellation.

Where you have a statutory right to cancel, we will process the cancellation in accordance with applicable consumer law.

3. Immediate Download and Loss of Cancellation Right

At checkout, we may ask you to expressly confirm that you:

1. want the Digital Product to be supplied immediately; and
2. understand that once supply begins, you will lose your statutory 14-day right to cancel the purchase.

If you provide this express consent and acknowledgement and the Digital Product is made available to you, your statutory cancellation right will normally end when supply begins.

UK regulations specifically provide for this treatment of digital content supplied during the normal cancellation period.

4. Change of Mind

Once you have downloaded or accessed a Digital Product after providing the required consent for immediate supply, we do not normally offer refunds simply because you have changed your mind, no longer require the product or do not like the product.

This does not affect any statutory rights you may have.

5. Faulty or Non-Conforming Products

Your statutory consumer rights continue to apply.

If a Digital Product:

• does not work as described;
• does not match its advertised description;
• is not of satisfactory quality;
• is not reasonably fit for a purpose for which it was supplied; or
• causes damage that we are legally responsible for,

please contact us.

We will investigate the problem and, where appropriate, provide a repair, replacement, price reduction or refund in accordance with applicable law.

UK law provides consumers with specific remedies where paid digital content does not conform to the contract.

6. Compatibility Problems

Before purchasing, customers should check the published system requirements and compatibility information for the product.

We cannot normally provide a refund where a product operates in accordance with its published specifications but the customer’s computer, operating system, DAW, plugin host or other software does not meet the stated requirements.

However, this does not affect any statutory rights that apply where the product itself does not conform to the contract.

7. Installation and Technical Problems

If you are unable to install or use a Digital Product, please contact us before requesting a refund.

We will make reasonable efforts to help you resolve technical problems.

Depending on the circumstances, we may ask for information such as:

• operating system;
• DAW or plugin host;
• plugin format;
• software version;
• error messages; and
• relevant system information.

8. Duplicate Purchases

If you accidentally purchase the same Digital Product more than once, please contact us as soon as possible.

Where appropriate, we may refund the duplicate purchase.

9. Refund Method

Where a refund is due, we will normally refund the original payment method used for the purchase.

Where required by law, refunds will be made without undue delay and within the applicable statutory period.

The Consumer Rights Act provides that certain digital-content refunds must be made without undue delay and within 14 days of the trader agreeing that the consumer is entitled to the refund.

10. How to Request a Refund

Please contact:

[email protected]

Please include:

• your name;
• order number;
• email address used for the purchase;
• product purchased; and
• a description of the problem or reason for your request.

We may ask for additional information where necessary to investigate the issue.

11. Statutory Rights

Nothing in this policy is intended to remove or restrict any statutory rights that cannot legally be excluded.

If you have a legal right to a refund, repair, replacement or price reduction, that right will continue to apply regardless of anything else stated in this policy.