Refund Policy

The short version

If a plugin does not work on your system and we cannot fix it with you, you get a full refund within 14 days of purchase. Ask us at support@mugenielab.com and include your order number.

Why digital goods are different

Software is delivered immediately and cannot be returned in the way a physical item can. When you complete a purchase you agree that supply begins at once, which means the statutory 14-day cancellation right for digital content no longer applies. The policy below is what we offer instead, and it is more generous than the legal minimum.

When we refund

We issue a full refund where:

• The plugin does not install or run on a supported system and we cannot resolve it with you.
• The plugin has a defect that materially stops it doing what the product page says it does, and we cannot fix it in a reasonable time.
• You were charged twice, or charged for something you did not order.
• You bought the wrong product by mistake and have not activated the licence.

Requests must be made within 14 days of purchase.

When we cannot refund

• You changed your mind after downloading and activating a working plugin.
• Your computer does not meet the published system requirements, which are listed on every product page before you buy.
• You do not like the sound or the workflow. Watch the demo videos first — that is what they are for.
• The licence key has been shared, published or used in breach of the EULA.
• More than 14 days have passed, other than where the law requires otherwise.

Before you request a refund

Most problems are fixable in a couple of emails. Please contact support first with:

• Your order number
• Your macOS version and whether the machine is Apple Silicon or Intel
• Your DAW and its version
• The plugin name and version
• What you expected to happen and what actually happened

How to request one

1. Email support@mugenielab.com with the subject "Refund request" and your order number.
2. We acknowledge within two working days.
3. If we cannot resolve the problem, we approve the refund.
4. The refund is issued to your original payment method, usually within five working days. Your bank may take a few days more.

What happens to your licence

When a refund is issued, the associated licence is revoked and the plugin stops working. You must remove it from your machines.

Chargebacks

Please talk to us before raising a chargeback. A chargeback costs us a fee and immediately revokes the licence, whereas an email usually solves the problem in a day.

Your statutory rights

This policy sits alongside your legal rights as a consumer and does not replace them. If a product is not as described, not fit for purpose or not of satisfactory quality, your statutory remedies still apply.