Refund Policy

This policy is part of the Terms of Service. Which product you bought decides who refunds you: Stripe, as merchant of record, for a plugin license, Fresh AV Labs for hardware.

Plugins

A license for a plugin bought on its own is refundable until its code has been issued. Once a code has been issued, that license is not refundable, because the code cannot be recalled. On an order with more than one license, a license with no code issued yet stays refundable. Whether a code has been issued is judged when your refund request reaches us or Stripe. The 10-minute demo is there so you can evaluate the plugin before you buy.

That is our policy. The law where you live still applies. Stripe, as merchant of record, decides refund requests made through Link support case by case under Link's refund policy, which applies wherever it gives you more than this policy, and can refund within 60 days of purchase in some cases. Stripe also applies the consumer protections of your region, such as a cooling-off period, where the law requires them. Where the law where you live gives you a stronger right than this policy, that right applies.

If the plugin is not working, tell us first. Ask for a refund through the contact form, quoting the order or receipt number, or through Link support, because Stripe is the seller of record. Either way, a refund due under this policy is paid by Stripe to your original payment method.

If a license is refunded after its code was issued, its support and updates end. The code keeps working.

Hardware

Hardware bought from Fresh AV Labs can be returned within 30 calendar days of delivery for a refund. There is no restocking fee.

• Ask for a return authorization through the contact form before you ship anything back. Include the order number, or the purchaser's name and email. A return requested inside the window is honored even if our reply or the carrier runs past it. Hand a returned unit to the carrier within 14 calendar days of the authorization.
• For a change of mind, return the unit complete, in its original packaging, with no new damage. Unboxing it and trying it does not disqualify a return.
• For a defect, return the unit complete. Original packaging helps but is not required.
• Return shipping is at your cost unless the return is for a defect or shipping damage. For those we send a prepaid label. A return you arrange is at your risk until we receive it. A return on our prepaid label is at our risk.
• We refund the price paid and the tax on it to the original payment method within 10 business days. The clock starts when we receive the unit. For a lost shipment it starts when you choose a refund after reporting the loss under Shipping. Business days are Monday to Friday, excluding United States federal holidays. The original shipping charge, and any tax on it, is refunded when the refund is for a defect, damage or loss.

A unit that does not work on arrival is also covered by the limited warranty. Tell us within the return window and choose a replacement or a refund.

Tax

Tax charged at checkout is not refunded on its own. A tax-exempt organization must contact us through the contact form or by email to [email protected] before buying, as the terms say. If you bought without doing that, you may ask us to cancel the order, and the rules above decide whether it can be: a plugin license only until its code has been issued, which happens as soon as the order is paid when a Locking ID is given at checkout, and hardware within its return window. A cancelled order is refunded under the rules above, tax included.