Refund Policy
Effective Date: 07/23/2026
RESELLER OF RECORD
All purchases made on this website are sold by Paddle.com Market Ltd ("Paddle"), acting as the authorized reseller of record for Ruckus Instruments LLC. Paddle handles billing, payment processing, and, for the purposes of this policy, refunds for all sample libraries, expansions, and other digital products sold through this site.
Because Paddle is the seller of record, all refunds for purchases made on this website are governed by Paddle's Refund Policy (paddle.com/legal/refund-policy), which forms part of Paddle's Buyer Terms and Conditions. Where anything below differs from Paddle's policy, Paddle's policy controls.
1. GENERAL POLICY
1.1. Unless required by applicable law, all purchases of Ruckus Instruments sample libraries and other digital products are final, non-refundable, and non-exchangeable.
1.2. As a matter of store policy, refund requests submitted within 14 days of the purchase date will be considered by Paddle at its discretion (see Section 5). Requests made after 14 days will only be honored where a statutory withdrawal right under the laws of your country of residence applies (see Section 2).
1.3. Paddle may issue a refund at its discretion, or where you are entitled to a statutory withdrawal or refund right under the laws of your country of residence (see Section 2).
1.4. Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behavior, for example, requesting a refund after the product's audio content, presets, or samples have already been downloaded and used.
1.5. This policy does not affect any rights you may have where a product is faulty, materially defective, or not as described (see Section 4).
1.6. If a refund is issued, your access to the relevant product, including download links and license authorization, will be revoked.
2. STATUTORY WITHDRAWAL RIGHTS BY REGION
Depending on where you live, you may have a legal right to withdraw from your purchase and receive a full refund within a set window, provided a request is made within that window:
- EU / EEA / Switzerland / UK — 14 days
- Turkey / Israel — 14 days
- South Korea / Brazil / China — 7 days
- Canada — 7 days
- Singapore — 5 days
Digital downloads: Because our sample libraries are digital content delivered instantly on purchase, this statutory withdrawal right generally does not apply once you have begun downloading or using the product, if you gave express consent at checkout to waive that right (this consent is typically part of the Paddle checkout flow). Outside of these statutory windows, refunds are issued only at Paddle's discretion or where required by law.
3. HOW TO REQUEST A REFUND
To request a refund or exercise a withdrawal right, contact Paddle directly (not Ruckus Instruments LLC) using one of the following methods:
- Use the "View receipt" link in your order confirmation email; or
- Visit paddle.net and select "Request a refund."
If approved, refunds are issued to your original payment method, generally within 14 days of approval.
4. TECHNICAL OR PRODUCT DEFECTS
If a sample library you purchased has a material technical defect, for example, corrupted files, missing content, or a Kontakt patch that fails to load as described:
1. Contact us first at support@ruckusinstruments.com so we can attempt to resolve the issue or provide a corrected download.
2. If the issue can't be resolved, contact Paddle's support team via paddle.net, and include details of the issue and our response.
3. Where a genuine technical or product defect is confirmed, Paddle will issue a refund in accordance with applicable consumer protection law.
5. DISCRETIONARY REFUNDS
Outside of statutory rights, Paddle may, at its sole discretion, consider a refund if requested within 14 days of your purchase date. Submitting a request within this window does not guarantee approval. Requests are reviewed case by case, considering factors such as the nature of the product, reason for the request, and extent of use.
6. CHARGEBACKS
We encourage you to contact Paddle before filing a chargeback or payment dispute with your bank or card issuer. If a chargeback is filed, access to the purchased product may be suspended while the matter is reviewed. This does not affect your lawful right to dispute a charge.
7. CHANGES TO THIS POLICY
We may update this policy from time to time to stay consistent with changes to Paddle's Refund Policy. The version in effect at the time of your purchase governs that transaction.
8. CONTACT
Questions about a specific order, refund status, or billing should go to Paddle via paddle.net.
Questions about a product itself, compatibility, licensing, or technical support can be sent to support@ruckusinstruments.com.