Digital, with real support.

The short version

Our products are digital downloads delivered immediately. Where the law permits, sales are final once delivery begins. We do not offer change-of-mind refunds after access to the files, but we correct billing errors, support products that do not work as described, and honour every mandatory right that applies where you live.

What we will put right

• Duplicate, failed, or incorrect charges. We will reverse the mistaken amount.
• A valid order that was not delivered. We will resend or restore access.
• A product that is materially defective or materially different from its published description. We will first try to repair, replace, or provide a working solution, then provide the remedy required by applicable law if that is not possible within a reasonable time.
• Any cancellation, refund, repair, replacement, or price-reduction right that applicable consumer law does not allow us to exclude.

What is normally final

Where no mandatory legal right applies and the files were supplied as described, we normally cannot refund:

• A change of mind after delivery or download access.
• A purchase made for a machine or host application that does not meet the requirements published on the product page.
• A creative result you simply do not prefer when the product works as described. Product demos and the free STASH pack are available to help you judge the house style before buying.
• Files, links, or licence keys that have been shared, resold, or redistributed in breach of the licence.

EU and UK digital cancellation rights

Consumers in the EU, UK, and some other places may have a short right to cancel an online digital-content purchase. That right can be lost only when the required conditions are met, including express consent to immediate supply and acknowledgement that the right ends when downloading begins. A sentence in this policy alone does not waive that right.

If the legally required consent or confirmation was not obtained for your order, or another mandatory right applies, this policy does not remove it. Contact us and we will review the order under the law that applies to you.

Check before buying

Read the product page for its format, supported systems or host applications, and other requirements. If the information is unclear, contact us before buying and tell us what system and editor you use.

How to request help or a remedy

Email faceworldinstruments@gmail.com with your order number, product, operating system, host application if relevant, and a short description of the issue. Screenshots or a screen recording usually help.

We aim to acknowledge support and refund requests within two business days. Approved refunds return to the original payment method; bank processing time is outside our control.

Contact us before a chargeback

If something is wrong, contact us first so we can inspect the order, restore delivery, or correct a charge. This does not limit any right you have to contact your bank or payment provider.