REfund and return policy
REFUND AND RETURNS POLICY
Last Updated: August 26, 2026
This Refund and Returns Policy explains when refunds may be issued for software, digital products, design services, Session Programming, and custom rig services purchased from Hefty Sound Works.
1. DOWNBEAT AND OTHER DIGITAL PRODUCTS
DOWNBEAT and other digital products are delivered electronically. Because digital products cannot be physically returned, refund requests are evaluated individually under the terms below.
2. SOFTWARE REFUND ELIGIBILITY
Refund requests submitted within fourteen (14) days of purchase may be considered when the software does not function substantially as described and Hefty Sound Works is unable to resolve the issue through reasonable customer support.
Refunds are generally not provided for:
Change of mind
Failure to review the published system or software requirements
Incompatibility with unsupported hardware, operating systems, or software
Accidental purchases reported after the software has been successfully activated
Problems caused by third-party software, equipment, routing, or system configuration outside Hefty Sound Works’ control
Customers should test DOWNBEAT with their complete session, routing, and hardware before using it during a paid performance.
3. DUPLICATE OR UNAUTHORIZED CHARGES
If you are charged more than once for the same purchase, contact Hefty Sound Works promptly. Verified duplicate charges will be refunded.
If you believe a transaction was unauthorized, contact Hefty Sound Works and your payment provider promptly so the transaction can be investigated.
4. LICENSE REVOCATION
When a refund is approved for a software product, the associated license may be suspended or revoked. The customer must stop using all refunded software and remove installed copies from their computers.
5. RIG DESIGN SERVICES
Rig Design services involve work created specifically for the customer. A customer may cancel before work begins and request a refund.
Once consultation, research, equipment selection, system planning, documentation, or diagram work has begun, the payment is generally non-refundable. If Hefty Sound Works cancels the project before completing the agreed work, any refund will be determined according to the portion of the service already completed.
6. SESSION PROGRAMMING
Session Programming is customized around the customer’s songs, stems, routing, and performance requirements.
A customer may cancel before programming begins and request a refund. Once file preparation, session organization, routing, click or cue programming, or other agreed work has begun, payments are generally non-refundable.
One revision is included for corrections or reasonable adjustments within the original project scope. New songs, replacement stems, arrangement changes, advanced automation, or requests outside the agreed scope may require an additional quote.
If the delivered session does not substantially match the agreed project scope, the customer must provide Hefty Sound Works with a reasonable opportunity to correct the issue before a refund will be considered.
7. CUSTOM PLAYBACK AND IEM RIG BUILDS
Custom playback and in-ear monitoring rigs are designed and assembled for each customer and cannot be returned solely because the customer changes their mind.
If a project is canceled after work begins, the customer remains responsible for:
Labor already completed
Consultation, design, configuration, and testing already performed
Equipment and components already purchased
Shipping, return-shipping, and restocking charges
Custom, modified, used, or otherwise non-returnable materials
Any refundable balance will be determined after these costs have been deducted.
8. EQUIPMENT AND THIRD-PARTY PRODUCTS
Equipment, hardware, cabling, cases, and software purchased for a custom build are separate from Hefty Sound Works’ service and labor charges.
Returns of third-party products are subject to the original seller’s return policy, deadlines, restocking fees, and product-condition requirements. Hefty Sound Works cannot guarantee that purchased equipment will be returnable.
No equipment will be purchased until the customer has approved the equipment list and associated costs.
9. HOW TO REQUEST A REFUND
To request a refund, email heftysoundworks@gmail.com and include:
Your name
Order number
Purchase email address
Date of purchase
Product or service purchased
A clear description of the issue
Any relevant screenshots, error messages, or supporting information