Return Policy

1. Overview

We want you to be confident in your purchase from VivoLane. Because our products are delivered digitally and become accessible immediately upon download, our default policy is no returns and no refunds after a license or file has been delivered. Limited exceptions may apply as outlined below.

2. Eligibility for Refunds (Digital Goods)

• Duplicate Purchase: If you accidentally purchased the same item more than once, we can refund the duplicate(s) if the extra license(s) has not been used or activated.
• Fraudulent/Unauthorized Charge: If you believe your payment method was used without authorization, contact us and your payment provider. We will investigate and coordinate as needed.
• Non-Functional Product: If a product is proven defective or non-functional on supported environments and we are unable to resolve the issue within a reasonable time (typically 7–14 days from your first support contact), we may issue a refund at our discretion.

Note: Incompatibilities caused by unsupported environments, conflicting third-party software, or failure to meet documented prerequisites are not considered defects.

3. Non-Refundable Situations

• Change of mind after license delivery or download access is granted.
• Requests submitted more than 14 days after purchase.
• Products functioning as described in documentation and listings.
• Incompatibility with environments outside listed requirements, or conflicts with third-party plugins/tools.
• Abuse, misuse, or violation of licensing terms (including redistribution or reselling).

4. Exchanges & Store Credits

While refunds are limited, we may, at our discretion, offer an exchange for a comparable product or a store credit if you contact us within 14 days and have not activated or used the license.

5. How to Request a Review

To request a duplicate-charge refund, defect review, exchange, or credit, email our support team with:

• Order number and purchase email
• Product name and version
• Detailed description of the issue (logs, screenshots, steps to reproduce if applicable)
• System details (OS, engine/editor version, relevant dependencies)

We typically respond within 2–3 business days. If approved, refunds are issued to the original payment method.

6. Refund Processing Time

Approved refunds generally appear within 5–10 business days, depending on your bank or payment provider. We will notify you when a refund is initiated.

7. Chargebacks

If you initiate a chargeback, we may suspend or revoke associated licenses during the investigation. We recommend contacting us first so we can help resolve issues quickly.

8. EU/UK Digital Content Rights

For customers in jurisdictions with statutory withdrawal rights for digital content, you acknowledge that you may lose the right of withdrawal once the download or streaming of the digital content begins, or when you expressly consent to immediate delivery and acknowledge the withdrawal right is waived under local law.

9. Price Adjustments

We do not offer post-purchase price adjustments for promotions or sales unless explicitly stated in the promotion’s terms.

10. Policy Abuse

We reserve the right to refuse service, disable licenses, or deny refund requests in cases of suspected fraud, policy abuse, or violation of our Terms & Conditions.

11. Changes to This Policy

We may update this Return Policy to reflect changes to our products, applicable laws, or internal practices. Updates take effect when posted. Material updates will be highlighted or otherwise communicated.