Legal
Refund Policy
How refunds, returns and the digital right of withdrawal work at Isotonik Studios.
Last updated 30 July 2026. This Refund Policy forms part of our Terms & Conditions and should be read alongside them. It does not affect your statutory rights.
Isotonik Studios Ltd sells digital products, principally downloads and licence keys for Ableton Live, Max for Live, and related software and hardware. Because our products are delivered digitally and can be downloaded and used immediately, some consumer rights that apply to physical goods work differently for digital content. This page explains where you stand, and where we go further than the law requires.
1. Your right of withdrawal, and why it does not apply once you download
If you are a consumer in the EU or the UK, you normally have a 14 day “cooling-off” period in which you can withdraw from an online purchase without giving a reason.
Digital content that is not supplied on a physical medium, such as our downloads and licence keys, is treated differently under the law. Under the EU Consumer Rights Directive (Article 16(m)) and the UK Consumer Contracts Regulations 2013, you lose this 14 day right of withdrawal once the supply of the digital content has begun, provided that you have both:
- given your express consent to the download beginning immediately, and
- acknowledged that, by doing so, you lose your right to withdraw.
When you complete a purchase and start your download or activate your licence, you are giving that consent and acknowledgement. As a result, the statutory 14 day cooling-off period no longer applies to any product you have downloaded or activated.
If you have paid for a product but have not yet downloaded or activated it, your 14 day right of withdrawal still applies and we will refund you in full on request.
2. Our goodwill store-credit policy
Beyond your statutory rights, we like to look after our customers. As a goodwill gesture, entirely at our discretion, we may credit your account with the full purchase price for up to 30 days from the date of purchase, where you give us a reasonable explanation of why. The date of purchase is shown on your Order Confirmation email.
Because this goes beyond what the law requires, it is offered as store credit rather than a cash refund. Store credit never expires and can be spent on anything in the store. It is separate from, and additional to, your statutory rights in sections 1 and 3, where a refund may apply.
3. Faulty, corrupt, or not-as-described products
Your statutory rights are unaffected by anything above. If a product is faulty, will not install or authorise, is corrupt, or is materially not as described, we will put it right. Normally that means resolving the issue, providing a working replacement, or, where we genuinely cannot, refunding you. Please contact us first, as the great majority of technical issues are resolved quickly.
4. What is not, on its own, a valid reason for a refund
Please make an informed purchase. Every product page clearly states what the product contains and the software or hardware it requires. The following are not, by themselves, grounds for a refund:
- Not having Max for Live, Ableton Live, or the required software or hardware installed.
- Not meeting the minimum system requirements stated on the product page.
- A change of mind after you have downloaded or activated the product.
- Buying the wrong product when the correct information was clearly available.
Where a free version, demo, or audio preview is offered, we encourage you to try it before buying.
5. Bundles, and pay-what-you-want
Where a product is sold as a single bundle, that is, one product made up of several items, any eligible refund is handled for that bundle as a whole rather than for the individual items within it.
Separate, individual products that are simply bought together to qualify for a bundle or multi-buy discount are not treated as a bundle for this purpose. They remain individual products and are considered individually.
If a discount applied because you bought a qualifying number of items together, for example a discount for buying three or more, and a refund would take your order below that threshold, we recalculate the order without that discount. The items you keep revert to their normal individual price, and the amount refunded on the returned item is reduced by the discount that no longer applies. You keep the products at the price they would have cost on their own, and do not retain a group discount you would no longer have qualified for.
Pay-what-you-want and free products follow the same principles set out above.
6. How to request a refund
All refund requests are handled through a support ticket in your account, not the general Contact page. Sign in, open the Support area of your account, and start a new ticket, including:
- your order number and the email address used at checkout,
- the product concerned,
- your DAW and operating system version, if the request is about a technical issue, and
- a brief reason for the request.
Raising the request from your account keeps it linked to your order and licences, which helps us resolve it faster. We aim to respond within two working days. Where a refund applies under your statutory rights (sections 1 and 3), it is made to your original payment method. Goodwill resolutions under section 2 are issued as store credit.
This Refund Policy is provided for general information, does not affect your statutory rights, and should be read together with our Terms & Conditions.
