Refunds, explained
Fourteen days, on an unactivated license. What that means in practice, what happens outside it, and how to ask.
The short version
One-time purchases can be refunded within fourteen days of purchase, provided the license has not been activated. Once a key has been activated — in the Hub or inside a plugin — the product counts as delivered and used.
Why activation is the line
Digital goods cannot be returned. Once a plugin has been installed and unlocked, there is nothing to hand back, which is why activation rather than download is the point of no return across audio software generally.
It also means the fourteen days are genuinely usable: you have two weeks to decide whether to activate, and activating is a deliberate act rather than something that happens by opening an email.
What is refunded regardless
Some cases do not depend on the activation state:
The plugin does not run on your system. If a product will not load on a machine that meets its stated requirements, that is on us — tell us before the fourteen days are out and we will make it right.
A download is corrupted and cannot be fixed. Same.
You were charged in error, or charged twice for the same product. Duplicate purchases are refunded in full; send both order numbers.
Check compatibility before you buy
System requirements are listed on every product page and collected on the requirements page. Two of them catch people out and are worth naming: RAW needs macOS 14 or later, and RAW and RELIC are Apple Silicon builds.
We would rather answer a pre-purchase question than process a refund. Write to support@nolvra.com before buying if anything is unclear.
All-Access is different
An All-Access subscription can be cancelled at any time from your account page. Access continues to the end of the current billing period and no further charges are made.
Payments already made for a billing period that has started are not refunded, except where the law requires it. If a subscription payment fails or is refunded, the licenses it granted are suspended automatically.
Requesting a refund
Mail us from the purchase address
support@nolvra.com, from the address used at checkout. A request from a different address cannot be matched to the order.
Include your order number
It is on your account page under Orders, and in your purchase confirmation.
Say what happened
One or two lines. If it is a technical problem, tell us what it is — there is a decent chance we can fix it faster than a refund clears.
Expect the money in 5–10 business days
Refunds go back to the original payment method within five to ten business days of approval.
Your statutory rights
Nothing in our policy limits your statutory rights. Consumers in the EU/EEA acknowledge at checkout that delivery of digital content begins immediately and thereby waive the statutory fourteen-day withdrawal right for delivered digital content, as permitted under EU law. Consumers elsewhere keep any rights local law does not allow to be waived.
The full text is in the Refund Policy, and the Refund Policy is what governs — this article summarises it.
Still stuck?
Nothing here matching? Write to a person.