Refund Policy

Last updated: August 13, 2026

Fangtooth Instruments sells downloadable software. Because our products are delivered digitally and cannot be returned in the way a physical product can, all sales are considered final except in the circumstances described below.

We would rather solve your problem than take your money for something that doesn't work. Please read this page before requesting a refund, and please contact support first.

Before requesting a refund

If a product isn't working, contact us at support@fangtoothinstruments.com and describe the issue. Include:

  • Your operating system and version
  • Your DAW and version
  • Plugin format (VST3 or AU) and product version
  • A short description of what happens, and any error messages

Most installation, activation, and playback problems are fixable in a message or two. We answer every support email.

When we will issue a refund

Refunds are issued in one circumstance: the product will not work on your system, and we cannot fix it.

If you contact us within 14 days of purchase with a technical problem, we will work with you to resolve it. If we are unable to get the product running on a system that meets the published system requirements, we will refund you in full.

We ask that you actually work with us first. Most problems are solved in a message or two, and we cannot resolve something we have not been told about.

Separately, if you were charged twice for the same product due to a billing error, contact us and we will correct it. That is a billing correction rather than a refund.

When we will not issue a refund

Because this is downloadable software, we cannot accept returns. We do not issue refunds when:

  • The product works as described but is not what you expected creatively, or does not fit your project
  • You changed your mind, or no longer want it
  • Your computer does not meet the published system requirements, which are listed in full on every product page
  • You do not have enough free disk space for the sample content, which is published on every product page
  • You did not read the product description, listen to the demos, or watch the walkthrough video before purchasing
  • You bought at full price and the product later went on sale, or you missed an introductory price
  • The request relates to a free product, a promotional license, or a license issued at no charge
  • You have redistributed, shared, or attempted to circumvent the license after purchase

Every product page lists full system requirements, install size, and audio demos, and every product has a walkthrough video. Please use them before buying.

Consumers in the EU, EEA, and UK

If you are a consumer in the EU, EEA, or UK, you normally have a 14-day right to withdraw from a distance purchase. For digital content delivered immediately, that right is lost once download or streaming begins, provided you have consented to immediate delivery and acknowledged the loss of the withdrawal right at checkout. Our checkout obtains that consent.

Nothing in this policy limits your mandatory rights under applicable consumer law, including rights relating to goods or digital content that are faulty or not as described.

How purchases and refunds are processed

Purchases from this site are processed by Moonbase (Moonbase AS), which acts as the merchant of record for the transaction. Moonbase concludes the sales contract with you, collects payment, handles VAT and sales tax, and provides delivery of the product. The software itself is licensed to you by Fangtooth Instruments under our End User License Agreement.

This means Moonbase's name will appear on your invoice and card statement. Refunds are issued by Moonbase to the original payment method. Moonbase's own terms for buyers apply to the payment side of your purchase and are available through the Moonbase customer portal.

To request a refund, contact support@fangtoothinstruments.com rather than your bank or Moonbase directly. We will authorize the refund and Moonbase will process it.

Processing time

Once a refund is approved, it is issued to your original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days. When a refund is issued, the associated license is deactivated and you must remove the software and its sample content from your systems.

Chargebacks

If you believe a charge is incorrect, please contact us first. Filing a chargeback without contacting us starts a dispute process that costs us time and money we would rather spend building instruments. Licenses associated with a chargeback are deactivated, and we may decline future sales to accounts with unresolved disputes.

Questions

Email support@fangtoothinstruments.com. We're based in Atlanta, Georgia, and we read everything.