Refund Policy
Last updated: August 2026
This Refund Policy applies to prepaid HexLoops credits and digital audio content supplied through HexLoops.com to customers worldwide. It does not limit any mandatory consumer protection, distance-selling, or digital-content right that applies to you under the law of your country or state of residence.
1. Digital Products and Credits
HexLoops sells prepaid credits. Credits can be used to unlock royalty-free WAV files and other digital content. MP3 previews are available before an unlock so you can evaluate a Sound before spending credits.
Credits are not a bank deposit, electronic money, or cash balance. They cannot be transferred, resold, or redeemed for cash except where required by law.
2. EU/EEA and UK Withdrawal Rights
If you are an EU/EEA or UK consumer, you may normally have 14 days to withdraw from a distance contract. For digital content supplied immediately, that right may end after you expressly request immediate supply and acknowledge that you lose the withdrawal right once supply begins. Where required, HexLoops will request that consent and acknowledgement during checkout or before immediate digital delivery.
UK consumers have equivalent rights under the UK Consumer Contracts Regulations, which apply in substantially the same way as the EU rules described above.
If the required consent or acknowledgement was not obtained, your statutory rights remain unaffected.
3. Unused Credit Purchases
Once purchased, credits are not refundable to your original payment method, whether or not any of the credits from that purchase have been used.
If you buy a credit pack and do not spend some or all of the credits, those credits are not lost. They remain in your HexLoops account as an unused credit balance, and stay available for you to spend on any Sound, Pack, or other digital content whenever you choose. Unless a specific credit package states otherwise, credits do not expire.
This section does not limit any mandatory refund or withdrawal right that applies to you under the law of your country or state of residence.
4. Faulty, Missing, or Misdescribed Content
If a purchased credit pack is not added, a WAV cannot be downloaded, a file is corrupted, or content materially differs from its description, contact us. We will first try to correct the balance, restore access, replace or repair the file, or provide a working download. If we cannot resolve the problem within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund under applicable law, including consumer guarantee laws such as the Australian Consumer Law, the US Uniform Commercial Code as adopted by your state, or comparable laws in other countries.
5. Duplicate and Unauthorised Payments
Contact us promptly if you see a duplicate charge or believe a payment was unauthorised. Include the order number and the email address used at checkout. We may ask for information needed to verify the account and transaction. Confirmed duplicate charges will be refunded.
6. What Is Normally Not Refundable
- A Sound that matches its preview and description but does not suit your personal taste or project.
- Unused credits, which remain in your account rather than being refunded (see Section 3).
- Credits already used to unlock correctly supplied digital content.
- Failure to check software or format compatibility where the file format was clearly stated.
- Account restrictions caused by fraud, chargeback abuse, licence violations, or other material breaches of the Terms and Conditions.
These exclusions do not apply where mandatory law gives you a remedy.
7. Other Countries
HexLoops sells to customers worldwide. Outside the EU/EEA and UK, many countries – including the United States, Canada, Australia, and others – do not provide a general cooling-off right for digital content that has already been supplied, but do provide remedies where the content supplied is faulty, not as described, or where a payment was processed incorrectly, as described in Sections 4 and 5.
Some US states also require specific disclosures about a seller’s refund policy; this page is intended to meet those disclosure requirements.
Where a mandatory consumer protection law in your country or state gives you a right beyond what is described in this policy, that right applies in addition to, not instead of, this policy.
8. How to Request Help or a Refund
Email info@hexloops.com with:
- your order number and account email;
- the Sound, Pack, or credit product involved;
- a clear description of the problem; and
- screenshots or error details where useful.
Please do not send payment-card details by email.
9. Refund Processing
Approved refunds are issued to the original payment method unless the law requires another method. Processing times depend on the payment provider and bank, and may take longer for international payment methods.
Any credits connected to an approved refund may be removed from your account, provided this does not reduce credits acquired through another valid purchase.
10. Chargebacks
Please contact us before opening a payment dispute so we have an opportunity to resolve the issue. We may temporarily restrict disputed credits or downloads while a chargeback is investigated, without limiting your mandatory legal rights.
11. Contact
Refund and delivery questions: info@hexloops.com.