REFUNDS POLICY
Due to the nature of the digital products sold on this store, refunds are generally not offered. However, you might qualify for a full or partial refund under the following exceptions if you contact us within 14 days of your order:
Exceptions:
- You have not downloaded the product.
- You have accidentally purchased the same product more than once.
- If technical support cannot resolve a template issue due to the problem being non-user related.
Troubleshooting
The customer must provide sufficient information during the troubleshooting process where appropriate, including but not limited to screenshots, desktop video captures, and must demonstrate they have carried out support instructions. When emailing for support, please include the following information to help speed up the process:
- Operating System - what OS you are using?
- Cubase - what version of Cubase you are using?
- Template - what's the .cpr project name and version number?
- VST Sampler - what sampler (such as; Kontakt 6, Kontakt 7, OPUS, Spitfire Player, etc.) are you using?
- VST Version - what VST version of the sampler is installed? VST2 or VST3?
- Description - provide a detailed summary of the problem.
- (Optional) - include screenshots or desktop capture videos to help speed the process along.
Before reaching out via email, make sure you have all the tools you need to breeze through any hiccups. Take a moment to check out the handy .pdf manual included and watch the tutorial videos available on your purchase download page. These resources can tackle 99% of the questions you might have. If you still find yourself in a pickle, don't hesitate to get in touch!
Refunds
If you qualify for a refund, you will be notified once it has been processed. Refunds typically appear in your account within 3-5 business days and are issued back to the original payment method. Useually it's instant, but If you've not received your refund after 5 business days, contact Marcus.
HOW TO CONTACT
Please use the Contact Forum to get in touch! 🙂