Refunds and Cancellations

1. Before you download: cancel within 14 days

If you are buying as a consumer, meaning an individual buying for reasons mainly outside your work or business, and you have not started downloading, you can cancel within 14 days of your purchase and get a full refund. You do not have to give a reason.

Email [email protected] with your order number. We check our download records for that order. If nothing has been downloaded, we refund you in full, to the payment method you used, within 14 days. There is no fee and no deduction.

If you would rather use a form, there is one at the bottom of this page. You do not have to. An email saying you want to cancel counts exactly the same.

2. Once a download starts

At checkout you tick a box confirming that you want the download to start straight away, and that you understand you lose the right to cancel once it begins. That box is there because UK and EU law requires it for digital downloads. Once you have ticked it, the right to cancel ends at the moment your download begins.

We keep a record of which files were downloaded on every order, and when. So this is not a judgement call, it is a matter of record.

Once a download has begun, we do not refund because:

• the library was not what you hoped it would be
• you bought the wrong one, or you already own something similar
• you changed your mind
• you decided you did not need it after all

Sound effects cannot be handed back. Once the files are on your machine, they stay there.

3. If something is genuinely wrong with it

This is separate, and it is not affected by anything above. Ticking the box at checkout does not remove your rights over faulty or misdescribed content, and nothing on this page limits them.

If a library is faulty, incomplete, corrupt, or does not match what the product page said it was, tell us and we will put it right. Every report is checked against the files and our records before we decide anything.

How we handle it:

1. First we fix or replace it. That might mean re-issuing your download, supplying corrected or missing files, or getting a working copy to you another way. This is usually quick.

2. If we cannot put it right, or cannot do it within a reasonable time and without messing you about, you get a reduction of the price. Where the problem is serious enough, that reduction is the full amount you paid.

Examples of a genuine fault:

• files are missing, corrupt, or will not play
• the content is materially different from what the description or the previews showed, in a way that affects what you can actually do with it

Things that are not a fault:

• the library is a different style or character from what you pictured
• it is larger or smaller than you assumed, where the page stated the size
• it does not include something the page never claimed it included
• you do not rate the recordings, where they are as described
• a mistake in the listing that does not change what the sounds are or how you can use them. We correct the listing, and if it does affect your use we put it right as above

If you are a consumer, your legal rights over faulty or misdescribed digital content last well beyond any window on this page. In the UK they are set out in the Consumer Rights Act 2015, and if you are in the EU they run for at least two years from supply. Nothing here shortens that.

4. Please talk to us before you talk to your bank

If something has gone wrong, email [email protected]. We reply within one working day in almost every case.

Raising a chargeback with your bank instead does not get you a faster answer, and it does not get you anything you would not have got by asking. If a chargeback is raised on an order without anyone contacting us first, we will contest it and we will provide the download records, the order details and the terms agreed at checkout.

5. Business purchases

If you buy as a business, meaning a company, or an individual buying wholly or mainly for your work or profession, the consumer cancellation rights in section 1 do not apply to you in law.

We will still cancel and refund an order within 14 days if nothing on it has been downloaded. That is our own policy rather than a legal requirement, and we apply it as a matter of course.

For faults, section 3 applies, and we ask you to report the problem within 30 days of purchase.

6. How refunds are paid

Refunds go back to the payment method you used, in full, with no fee or deduction, within 14 days of us agreeing the refund is due.

If you would prefer store credit instead, we are happy to do that and we can usually turn it round faster. We will only do it if you ask. We will never give you credit in place of a refund you are owed.

7. What happens to the licence

Where we refund an order, the licence to that library ends. You should stop using the files and remove them from your systems, other than in any project that is already finished and delivered.

This does not apply where we have simply replaced or corrected files for you. In that case your licence continues exactly as before.

8. Your downloads do not expire

Every purchase gives you a download link that does not expire, with four downloads on it. If you have run out, or a link is not working, email us and we will reset it. You never need a refund to get your files back.

9. The free GDC Game Audio Bundle

The bundle is free. There is no payment and so there is nothing to refund. If a download is not working, email us and we will sort it.

10. Where we use discretion

Now and again we refund something we did not have to. That is our decision on the day, and it does not change this policy or set a precedent for the next order.

Model cancellation form

Sections 1 and 2 explain who can cancel and when. If you can, this form is one way to tell us, but you do not have to use it: an email to [email protected] saying you want to cancel counts exactly the same.

To Sonniss Ltd, Colony, 5 Piccadilly Place, Manchester, M1 3BR, United Kingdom, [email protected]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date

[*] Delete as appropriate.

Contact

[email protected]

Sonniss Ltd, Colony, 5 Piccadilly Place, Manchester, M1 3BR, United Kingdom.

Registered in England and Wales, company number 09377364. VAT number GB 205107361.