Refund Policy
Website: https://luma.audio
Operator: MusicDevs Inc
Effective date: May 26, 2026
Last updated: May 26, 2026
1. Overview
This Refund Policy explains how refunds work for Luma Audio purchases. Luma Audio sells downloadable software products, including audio plugins, installers, license keys, activation entitlements, samples, presets, sound libraries, documentation, updates, and related digital content.
Nothing in this policy limits any refund, cancellation, chargeback, legal warranty, defective product, non-conforming product, or other non-waivable consumer rights you may have under applicable law, including Quebec consumer protection laws where they apply.
2. Refund Window
You may request a refund within 14 days of purchase by contacting hello@lumaplugin.com with:
The email address used for the purchase.
The product name.
The reason for the request.
Your order number, if you have it.
Any relevant screenshots, error messages, or technical details.
Refund requests submitted after 14 days may be declined unless a refund is required by law or approved at our discretion.
3. Downloaded or Activated Products
Once a software product, license, installer, download, sample library, preset pack, update, or other digital content has been downloaded, accessed, activated, licensed, delivered, or otherwise made available to you, sales are generally final except as described in this policy or required by law.
We recommend using any available free trial before purchase to confirm that Luma works with your DAW, operating system, plugin host, hardware, and workflow. The availability of a trial does not remove any refund rights required by law, but it may be considered when we review discretionary refund requests.
4. When We May Approve a Refund
We may approve a refund when:
You purchased the same product more than once by mistake.
You were charged incorrectly.
You did not receive access to the purchased product and we cannot resolve the issue.
The product has a verified technical defect that prevents reasonable use, and we cannot provide a fix, replacement, update, replacement installer, activation fix, or workaround.
A refund is required by applicable law.
We approve a refund at our discretion for another reasonable circumstance.
Refunds are generally not available when the product has already been downloaded, accessed, activated, installed, licensed, or used and no verified technical defect exists; you changed your mind; you no longer need the product; you bought the wrong product and downloaded or accessed it; your setup is incompatible unless the product page materially misstated requirements; you expected a different creative or commercial result; you violated the Terms or product license; you misused or redistributed the product; or the product page or checkout clearly stated that a specific custom, personalized, final-sale, or non-refundable offer was non-refundable, where permitted by law.
5. EU and UK Digital Content Withdrawal Rights
If you are a consumer in the European Economic Area or the United Kingdom, you may have a statutory right to withdraw from certain online purchases within 14 days. For downloadable software, license keys, activation entitlements, installers, samples, presets, sound libraries, updates, and other digital content that is delivered immediately, we may ask you at checkout or before delivery to expressly consent to immediate delivery and acknowledge that you will lose your withdrawal right once delivery begins, to the extent permitted by applicable law.
If we are required by law to provide a withdrawal right and you have not given the required consent and acknowledgment before immediate delivery begins, we will honor the legally required withdrawal right.
6. Technical Issues
If you experience a technical issue, contact hello@lumaplugin.com before requesting a refund. We may ask for details such as your operating system, browser, DAW, plugin version, screenshots, screen recordings, or error messages so we can investigate.
If the issue is caused by an error in the product or delivery system and we cannot provide a reasonable fix, replacement, or workaround, we may issue a refund.
7. Processing Refunds
Approved refunds are issued to the original payment method when possible. Refund timing depends on Moonbase.sh, Moonbase AS, the payment processor, card network, bank, and currency used. Processing may take 5 to 10 business days after approval, although your bank or payment provider may take longer. Where applicable law requires different refund timing, we will follow the legally required timing.
We are not responsible for bank fees, currency conversion differences, foreign transaction fees, or processor fees outside our control.
8. Chargebacks and Moonbase Checkout
If you believe there is a billing problem, contact us first at hello@lumaplugin.com so we can try to resolve it. If you file a chargeback or payment dispute, access to the related product, account, or license may be suspended while the dispute is reviewed.
Purchases are processed through Moonbase.sh, operated by Moonbase AS, which acts as merchant of record for Moonbase checkout transactions and may handle checkout, payment processing, applicable taxes, product fulfillment, license access, and payment-provider refund processing. Moonbase's buyer terms, checkout terms, or payment-provider rules may also apply, but refund requests for Luma Audio products should be sent to Luma Audio first at hello@lumaplugin.com.
9. Contact
Refund requests and billing questions can be sent to:
MusicDevs Inc
1055 Rue Lucien-L'Allier
Unit #973
Montreal, QC H3G 3C4
Canada
hello@lumaplugin.com