Emergence Audio LLC Refund Policy
Effective Date: October 20, 2020
Last Updated: August 22, 2026
The version of this policy in effect at the time of your purchase governs that purchase.
Scope
This policy applies to purchases made directly from Emergence Audio at emergenceaudio.com.
Purchases made through a third-party retailer, including the Native Instruments Shop or another authorized dealer, are governed by that retailer’s refund policy. Please contact the retailer directly.
Digital Products
Emergence Audio sells downloadable digital instruments and related digital content.
Except where required by applicable law, we do not provide change-of-mind refunds after a product has been:
- delivered or otherwise made available for download,
- downloaded,
- registered, or
- activated.
Before purchasing, please review the product description, system requirements, and compatibility information on the product page. A purchaser’s failure to meet accurately disclosed system requirements does not ordinarily qualify for a refund.
If you have a compatibility question before purchasing, please contact Support. We are happy to answer pre-purchase questions.
Duplicate or Mistaken Purchases
If you make a duplicate purchase or purchase a product you did not intend to buy, contact Support within 14 days of the order date.
We may approve a refund at our discretion where both of the following apply:
- The product has not been downloaded, registered, or activated.
- The associated license and serial number can be revoked.
Do not download, register, or activate the product while your request is under review. Doing so will ordinarily end our ability to approve the request.
Bundles
Bundles are sold as a single product at a combined price.
Where a refund is approved for a bundle, it applies to the bundle as a whole. We do not ordinarily refund individual instruments from within a bundle.
Where we approve a partial refund at our discretion, the retained products are repriced at their individual list prices as of the original purchase date. The refund is calculated as the amount paid for the bundle minus the combined list price of the retained products.
A partial refund will not exceed the amount originally paid for the bundle and will not create any additional amount due. This discretionary calculation does not apply where applicable law requires a different remedy.
Licenses Issued Without Charge
No monetary refund is available for a license issued without charge, including:
- free products, such as the Infinite Collection,
- not-for-resale licenses,
- review licenses,
- promotional licenses, and
- complimentary licenses.
This does not affect any non-waivable statutory remedy.
Educational, military, first responder, and other discounted licenses purchased for a non-zero amount remain subject to the remainder of this policy.
Price Adjustments
Introductory and promotional pricing is available for a stated period only.
We do not issue price adjustments or partial refunds where a product is later offered at a lower price or is later included in a bundle or promotion.
Purchases made within seven days before the start of an announced promotion may be reviewed at our discretion.
Technical Problems
If a product is defective, does not function as described, or cannot be supplied, contact Support and allow us a reasonable opportunity to investigate and resolve the problem.
To help us resolve your issue, please include:
- your order number and the email address used for the purchase,
- your Kontakt version and whether you are using Kontakt or Kontakt Player,
- your operating system and version,
- your DAW and version, if the issue occurs only within a host,
- a description of the problem and any error message text, and
- a screenshot or short screen recording where possible.
Depending on applicable law, available remedies may include repair, replacement, a price reduction, or a refund.
Statutory Rights
Nothing in this policy excludes or limits any right that cannot legally be excluded or limited.
European Union and United Kingdom Consumers
If you are a consumer in the European Union or the United Kingdom, you generally have 14 days from the date of purchase to cancel or withdraw from a purchase of digital content without giving a reason.
Loss of the cancellation or withdrawal right
Where, before supply begins, you give express prior consent to immediate supply and acknowledge that you will lose your cancellation or withdrawal right as a result, that right is lost once supply begins.
If you choose immediate supply, we will request this consent and acknowledgment at checkout and include confirmation of it in your order confirmation.
Supply begins when you take an action that starts access to the product, such as redeeming or registering the serial number, activating the product, or beginning the download.
How to cancel or withdraw
To exercise a cancellation or withdrawal right that has not been lost, inform us of your decision through a clear statement before the 14-day period expires.
You may use the model withdrawal form below, but you are not required to do so. Any clear statement is sufficient. Please include your order number and the email address used for the purchase. Contacting Support is the fastest route.
Reimbursement
Where you validly cancel or withdraw, we will reimburse you no later than 14 days after the day we are informed of your decision. Reimbursement will be made using the same payment method used for the original transaction.
This section does not affect your separate statutory rights if the digital content is faulty, not as described, or not supplied.
Model Withdrawal Form
Complete and return this form only if you wish to cancel or withdraw from the purchase.
To:
Emergence Audio LLC
P.O. Box 615
Glastonbury, CT 06033
USA
[email protected]I hereby give notice that I cancel or withdraw from my purchase of the following digital content:
Product name:
Ordered on:
Order number:
Name of consumer:
Address of consumer:
Email address used for the purchase:
Signature, only if submitted on paper:
Date:
Effect of a Refund on Your License
When a refund or permanent payment reversal is completed, the license associated with that transaction terminates on the date the refund or reversal is processed.
You must:
- stop using the product, and
- delete all usable copies of the product, including its samples and instrument files, from systems under your control.
We will revoke the associated serial number where applicable. Once revoked, the serial number will no longer activate the product.
Payment Disputes and Abuse
If you believe there is a problem with your order, please contact Support first whenever possible. Most issues can be resolved directly.
If a chargeback, bank reversal, or payment dispute results in a permanent reversal of the payment, the license associated with that transaction terminates and the serial number may be revoked as described above.
We may refuse future orders where we determine that a customer has engaged in fraud or repeated abuse of the refund or payment-dispute process.
Nothing in this section limits any right to dispute a transaction under applicable law.
Approved Refunds
Approved refunds are issued to the original payment method. We are not able to issue a refund to a different card, account, or payment provider.
We process discretionary refunds within five business days of approval. Statutory reimbursements are processed within the time required by applicable law.
The time required for funds to appear in your account is determined by your payment provider or financial institution and is outside our control.
Refunds are issued in the currency of the original transaction. Where your payment provider converted the transaction into another currency, the amount you receive may differ from the amount originally charged because of exchange-rate movement or fees applied by that provider. We are not able to compensate for currency-conversion differences.
Contact Us
To ask a pre-purchase question, request assistance, or submit a refund or withdrawal request, please use the Help button on our Support page to create a ticket:
You may also contact us by email at [email protected].
Emergence Audio LLC
P.O. Box 615
Glastonbury, CT 06033
USA