Refund and Returns Policy

Last updated: 27 June 2026

Because every product at VST Vault is a digital download, our refund rules are stricter than for a physical product. This page sets them out clearly so you know exactly where you stand before you buy.

The three-day refund window

You have three days from the date of purchase to request a refund. After three days, refunds are no longer available, regardless of reason.

When a refund is granted

A refund is granted only when both of the following are true:

  • The product does not work — it will not install, will not load, or has a confirmed fault that prevents normal use.
  • You have contacted our support team within the three-day window, and our team has been unable to resolve the issue.

The second step matters. Most “does not work” problems turn out to be small fixes — a missing dependency, a host setting, an installer permission. Our team will work with you to get the product running before any refund is considered. We only move to a refund if we cannot get it working for you.

When a refund is not granted

We cannot offer a refund in the following cases:

  • You changed your mind after purchase.
  • You did not check the system requirements before buying and the product is not compatible with your setup.
  • The product has been downloaded and is working as intended.
  • You no longer use the DAW, plugin format or platform the product is built for.
  • You bought the wrong product by mistake and have already downloaded it.
  • You did not contact support within the three-day window.

Bundles

Bundles are sold as one product at one combined price. We do not offer partial refunds on bundles. If a single item inside a bundle does not work and we cannot resolve the issue, we will refund the bundle as a whole, not the individual item.

How to request a refund

Within three days of your purchase, contact us with:

  • Your order number
  • The name of the product
  • A clear description of the technical issue you are having
  • Your operating system and DAW version
  • Any screenshots or error messages, if available

Send the request to:

Our team responds within 24 hours.

How refunds are processed

Approved refunds are returned to the same payment method you used to place the order — the same card, PayPal account or bank account. We cannot refund to a different account, gift card or store credit.

The refund usually arrives within five to ten business days, depending on your bank or payment provider.

VAT

Where VAT was charged on your order, the VAT portion is refunded as part of the total refund, in line with UK tax rules.

Chargebacks

If you raise a chargeback with your bank or payment provider before contacting us, we cannot process a separate refund. Please always reach out to support first — we resolve almost every issue without anyone losing time or money.

Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of the page shows when. Any change applies to orders placed after that date.

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