Refund Policy
Effective Date: 07/14/2026
Thank you for purchasing from Ruckus Instruments.
Because our products are supplied as digital downloads, refunds are generally not available once a purchase has been completed and the digital content has been made available for download or access, except where required by applicable law.
By completing a purchase, you acknowledge that you are purchasing digital content that cannot be returned.
1. ELIGIBILITY FOR REFUNDS
Refund requests may be considered on a case-by-case basis and may be approved at our discretion in circumstances such as:
• You accidentally purchased the same product more than once.
• The product contains a technical defect that substantially prevents its intended use, and our support team is unable to resolve the issue within a reasonable period.
• The purchase was unauthorized, provided sufficient evidence is submitted for our review.
2. SITUATIONS THAT GENERALLY DO NOT QUALIFY
Refunds are generally not provided for reasons including, but not limited to:
• You changed your mind after purchase.
• You purchased the wrong product.
• Your computer, operating system, digital audio workstation (DAW), or software does not meet the published system requirements.
• You expected features or compatibility that were not advertised.
• You no longer need the product.
• You dislike the sounds, presets, or creative content after downloading or using the product.
• You failed to review the product description, compatibility requirements, or licensing information before purchasing.
3. COMPATIBILITY
Before purchasing, you are responsible for confirming that the product is compatible with your system, including:
• The required version of Native Instruments Kontakt or Kontakt Player, where applicable.
• Supported operating systems.
• Any additional software or hardware requirements listed on the product page.
Refunds will generally not be issued for purchases made for unsupported systems or software versions.
4. TECHNICAL SUPPORT
If you experience installation, activation, or technical issues, please contact our support team before requesting a refund.
We will make reasonable efforts to diagnose and resolve issues related to our products.
Where a technical defect prevents the product from functioning as described and we are unable to resolve the issue, a refund may be considered.
5. EUROPEAN UNION AND UNITED KINGDOM WITHDRAWAL RIGHTS
If you are a consumer residing in the European Union or the United Kingdom, you may have a statutory right to withdraw from a distance purchase within 14 days.
However, for digital content that is not supplied on a tangible medium, this right may be lost where:
• You expressly request immediate access to the digital content before the withdrawal period expires.
• You acknowledge that you lose your statutory right of withdrawal once delivery or access to the digital content begins, to the extent permitted by applicable law.
By purchasing and accessing our digital products, you expressly:
• Request immediate delivery of the digital content.
• Consent to immediate performance of the contract before the end of any applicable withdrawal period.
• Acknowledge that you lose your statutory right of withdrawal once digital delivery or access begins, where permitted under applicable law.
If applicable law provides rights that cannot be waived or excluded, those rights remain unaffected.
6. PAYMENT PROCESSING AND REFUNDS
Purchases made through our website are processed by Paddle.com Market Limited and its affiliates ("Paddle"), which acts as our Merchant of Record.
Where a refund is approved or required, refunds may be processed through Paddle using the original payment method where possible.
Refund processing times may vary depending on your payment provider.
7. CHARGEBACKS
If you believe a purchase was made fraudulently or without authorization, please contact us before initiating a chargeback with your payment provider.
We will make reasonable efforts to investigate and resolve legitimate concerns.
Fraudulent or abusive chargebacks may result in suspension or termination of your customer account and access to purchased products, where permitted by applicable law.
8. MANDATORY CONSUMER RIGHTS
Nothing in this Refund Policy limits or excludes any statutory consumer rights that cannot be waived under applicable law.
Where consumer protection laws require a refund, replacement, repair, cancellation right, or other remedy, those rights will apply.
9. CONTACT US
If you have questions about this Refund Policy or wish to request a refund, please contact us:
Ruckus Instruments LLC
Email: support@ruckusinstruments.com
Website: ruckusinstruments.com
When contacting us, please include:
• Your order number.
• The email address used to place the purchase.
• The product purchased.
• A description of the issue, including any relevant error messages or screenshots where applicable.