Refund policy

The short version

Not activated yet? We will refund it. Ask us within 30 days and you get your money back, no argument. An unactivated licence has not been used, so there is nothing for us to lose by taking it back.

Already activated? We generally do not refund, because activation permanently binds the licence to your Core and the plugin keeps working offline from that point. But talk to us — see below.

Try before you buy

Every plugin is free to download and free to run in Q-SYS Designer emulation. It is the same code you get after paying. We would much rather you confirmed a plugin suits your project in emulation than bought it and asked for a refund — and if something does not work as described in emulation, that is a bug for us to fix, not a purchase for you to make.

When we will refund an activated licence

Talk to us if any of these apply. We would rather sort it out than have an unhappy integrator:

• The plugin does not do what its product page says it does.
• You bought the wrong plugin, or more licences than you needed, and have not deployed them.
• A defect makes the plugin unusable for your system and we cannot fix it in reasonable time.
• You were charged twice, or charged for something you did not order.

Where the problem is a broken integration we may offer a fix or an update first. If that does not resolve it, we will refund.

When we generally will not

• You changed your mind after deploying the plugin to a live system.
• A third-party manufacturer changed their firmware, protocol or API and broke the integration — we will try to adapt the plugin, but this is outside our control.
• The Q-SYS Core, network or wider system has a fault unrelated to the plugin.

A Core failure is not a refund matter

If the Core a licence is activated on fails or is replaced under warranty, you do not need a refund — contact us and we will reissue the licence against the new Core at no charge.You keep what you paid for.

How to request a refund

Email info.coreforgelabs@gmail.com with your order reference or the email address you bought with. You do not need the activation code. We aim to respond within two business days (New Zealand time).

Because Paddle is the Merchant of Record for your order, the refund itself is processed by Paddle and returns to your original payment method, typically within 5–10 business days depending on your bank. You may also contact Paddle directly under theirbuyer terms, and Paddle may approve a refund independently of us.

What happens to the licence

A refunded licence is revoked. If it was not activated, it can no longer be activated. If it was already activated, be aware that the plugin validates offline, so continuing to use it after a refund is a breach of the licence agreement even though it may keep running.

Your statutory rights

This policy sits on top of rights you already have under law — including the New Zealand Consumer Guarantees Act where it applies, and mandatory consumer protections in your own country. Nothing here limits them.