Refund Policy

1. Software Products

Purchases of downloadable software, audio plugins, licenses, and other digital software products are generally non-refundable once the product has been delivered, downloaded, activated, or otherwise made available to the customer.

Refunds may be considered where:

• the purchased software has a material technical defect that prevents normal use;
• the product is materially different from its advertised description;
• the customer is unable to access or activate the purchased product due to an issue caused by Deep Tweak Audio that cannot reasonably be resolved;
• a duplicate or clearly erroneous transaction has occurred; or
• a refund is required by applicable consumer protection law.

Customers experiencing technical problems should contact us so that we can first attempt to diagnose and resolve the issue.

Compatibility information, supported operating systems, plugin formats, system requirements, and other relevant technical requirements are provided on the applicable product page. Customers are responsible for reviewing this information before purchase.

A customer's change of mind, failure to review published compatibility requirements, or preference for another product does not normally qualify for a refund.

Nothing in this section limits any mandatory statutory rights relating to defective, misdescribed, or unfit products.

2. Personalized PHRTF and Custom Services

Deep Tweak Audio may offer personalized services, including personalized Head-Related Transfer Function (PHRTF) measurement, processing, customization, modeling, or related individualized deliverables.

Because these services involve work performed specifically for an individual customer, different refund conditions apply.

Before Final Delivery

Customers may request a refund before their personalized SOFA file has been delivered.

After Final Delivery

Once the SOFA file has been delivered, refund requests will no longer be accepted, except where required by applicable law.

3. Physical Hardware Products

Physical hardware products are not eligible for returns or refunds solely because of change of mind, personal preference, or because the customer no longer wants the product, except where such a return or refund is required by applicable law.

Refunds, replacements, or repairs may be available where a hardware product:

• arrives damaged;
• has a manufacturing defect;
• is materially different from the product ordered;
• is missing essential components;
• does not function substantially as described; or
• is otherwise subject to mandatory warranty or consumer protection rights.

Customers should inspect physical products promptly after delivery and contact us as soon as reasonably possible if there is an apparent defect or shipping damage.

We may request reasonable evidence such as photographs, videos, serial numbers, diagnostic information, or return of the affected hardware before approving a replacement or refund.

Damage caused by misuse, unauthorized modification, improper installation, accidents, abnormal operating conditions, or ordinary wear and tear is not considered a product defect.

4. Shipping Costs and Hardware Returns

Where a hardware return is approved because the product is defective, damaged on arrival, incorrectly supplied, or otherwise eligible for a remedy under applicable law, the handling of return shipping costs will be determined according to the circumstances and applicable consumer protection requirements.

Customers should not send products back without first contacting Deep Tweak Audio and receiving return instructions.

Unauthorized returns may not be accepted.

5. Custom or Made-to-Order Physical Products

Where a physical product is manufactured, modified, calibrated, configured, or otherwise customized specifically for an individual customer, it may not be eligible for cancellation or return once customized production has begun, except where:

• the product is defective;
• it does not conform to the agreed specifications;
• Deep Tweak Audio is unable to complete the order as agreed; or
• applicable law provides the customer with a mandatory remedy.

Any applicable cancellation conditions will be communicated before or during the ordering process where appropriate.

6. Duplicate and Unauthorized Transactions

If you believe you have been charged more than once for the same order, or that a transaction was made without your authorization, please contact us promptly.

Duplicate transactions may be refunded after verification.

Suspected unauthorized transactions may also be subject to Paddle's payment-security and fraud-review procedures.

7. Refund Abuse

Where permitted by applicable law, Deep Tweak Audio and/or Paddle may refuse refund requests where there is reasonable evidence of:

• fraud;
• repeated or systematic refund abuse;
• chargeback abuse;
• unauthorized redistribution of software, personalized files, or license credentials;
• continued use of a product after a refund;
• manipulation of licensing or activation systems; or
• other conduct intended to retain the benefit of a product or service without payment.

This section does not limit consumer rights that cannot legally be excluded.

8. Effect of a Refund

If a refund is granted for a software or digital product:

• the associated software license may be terminated;
• license keys or activations may be disabled;
• access to downloads or account-based product access may be removed; and
• the customer must cease using the refunded product.

If a refund is granted for a personalized PHRTF or other custom digital service, the customer must cease using the refunded personalized deliverables where reasonably applicable.

If a refund is granted for hardware subject to return, the refund may be conditional upon successful return and inspection of the relevant product where permitted by law.

9. Mandatory Consumer Rights

Nothing in this Refund Policy excludes or limits any consumer right that cannot legally be excluded or limited.

Consumer protection laws vary by country and region. Where applicable law grants mandatory rights relating to defective products, misdescribed products, withdrawal, cancellation, repair, replacement, or refund, those rights will apply regardless of this policy.

Where Paddle acts as Merchant of Record, Paddle's applicable Buyer Terms and Refund Policy may also apply to the transaction.

10. How to Request a Refund or Remedy

For product-related issues, please contact:

[email protected]

Please provide, where applicable:

• the email address used for the purchase;
• transaction or order number;
• product name;
• a description of the issue;
• relevant screenshots, photographs, videos, or technical information.

Where the transaction was processed by Paddle, approved refunds will normally be processed through Paddle and returned using the applicable original payment method.

Please do not initiate a hardware return until you have received return instructions from us.

11. Paddle Transactions

For transactions where Paddle acts as Merchant of Record, refund processing is also subject to Paddle's applicable Buyer Terms, Refund Policy, and mandatory consumer protection requirements.

Paddle may independently approve or process refunds where required by law or permitted under its policies.

Nothing in this Refund Policy overrides Paddle's obligations as Merchant of Record or any mandatory rights available to the buyer.

12. Changes to This Policy

We may update this Refund Policy when our products, services, fulfillment methods, or legal requirements change.

The current version will be published on this page together with the applicable "Last updated" date.

13. Contact

Deep Tweak Audio

Website: https://deeptweakaudio.com

Email: [email protected]