Return and Refund Policy

At norCtrack, we strive to provide high-quality digital products and services. Usually the digital delivered goods are not refundable. However, we understand that sometimes situations arise where a refund or exchange is necessary. Please read our refund policy carefully to understand your rights and responsibilities. We may change this policy from time to time.

Digital Products

All our products and services are digital and/or electronically delivered. As a result, digital delivered products are not refundable or returnable. However, we do offer some exceptions that may be useful for you. Please note that for any other reasons, we do not accept returns or refunds.

Eligibility for Refunds and Exchanges

We can consider full refunds or exchanges in the following cases only:

• Unauthorized Purchase: If a product was ordered without your personal consent, we will consider a refund or exchange.
• Minor Orders: If a minor made an order without parental permission, we will accommodate refunds or exchanges. In such cases, parents should contact us.
• Compatibility Issues: If incorrect compatibility information on our website led to the purchase of an incompatible item, we will allow refunds or exchanges. However, please ensure you carefully check product details and compatibility information before making a purchase. Such cases will be investigated by our specialists.
• Undelivered Orders: If your order was not delivered, but you provided genuine information and an email address, we will consider to process a refund or exchange.

Exchange Guidelines

• When requesting an exchange, you can choose any other product exclusively produced by norCtrack.
• The price of the exchange product should not exceed the price of the product you originally purchased.
• After the exchange, you must immediately remove the original purchased product, and you cannot continue using it.
• If you purchased a single product, you cannot exchange it for multiple products, even if the price of your purchased item is higher than the product you want to exchange.

Refund Process

• If you request a full refund, we will process your payment within 10-14 business days. Please note that the exact timing depends on the payment system you have chosen.
• If you ordered by mistake, contact us immediately to modify your order. Once you’ve received the download link, modifications are not possible.

Important Note

Refunds and exchanges are only accepted for the options mentioned above. All other scenarios are not refundable.

Refund and Exchange Process

At norCtrack, we value your satisfaction and strive to provide exceptional products and services. If you find yourself needing a refund or exchange, please follow the guidelines below.

Required Information:

When you request a refund or exchange, we may ask for the following:

• Short Video or Audio: To assess any product defects or issues.
• Photos and/or Screenshots: To verify any problems with the product.
• Order Number and Details: Please provide your order number and any other requested relevant information.
• Additional Questions: Depending on the issue, we may ask further questions or requests.

Please ensure you contact us within 14 calendar days after your purchase. Failure to do so may result in rejection of your refund or exchange request.

Refund Methods

• Credit or Debit Card Orders: Refunds will be issued to the same credit or debit card used for the original purchase.
• PayPal Orders: Refunds will be processed to the PayPal account associated with the order.

Requesting a Refund

In order to request a refund, please fill out our Customer Service Inquiry Form. Include the following details:

• Name of the product(s) you wish to exchange.
• Your order number (you can find it in your order history or email).
• A detailed reason for the return to expedite the process.

Tips to Avoid Issues

Before placing an order on vst-store.com or norctrack.com, follow these important steps to ensure a smooth experience:

• Purchase or download only from Official Resources: We strongly recommend purchasing and downloading “norCtrack” products exclusively from our official websites: vst-store.com and norctrack.com. You can also purchase or download our products on other official resources. You can check out all our official resources here. Note, that using unofficial resources may lead to subpar quality or even damage to your device, hardware, or software. Remember that our official resources guarantee product quality, and we’re committed to serving our customers throughout their journey with us.
• Check Compatibility: Before placing an order, Carefully review the full description of the product(s) you intend to order. Review the compatibility and requirements listed on the product details page. Make sure your device, hardware or software meets the recommended specifications.
• Installation Guide: After purchasing, read the installation guide and instructions provided with the product. Proper installation ensures optimal performance.
• Valid Email Address: Ensure you provide a correct and valid email address during the ordering process.
• Billing Information: To avoid delays and errors, fill out your billing information accurately. Required fields include E-Mail, First Name, Last Name, Address, Zip/Postal Code, City, Country, State/Region/Province, and Phone number.
• Delayed Orders: If your order hasn’t arrived within a reasonable time frame, please check the spam or junk box of your email. Otherwise please notify us. We’ll be happy to re-send it promptly.
• Seek Assistance: If you need help with your order, don’t hesitate to reach out. Sometimes, a problem that seems difficult to you can be solved by our specialists in a very short time. We’re here to assist you if you’ve received our free or premium products or services.
• Register or Log In: We strongly encourage you to register or log in on our website. This allows you to track your orders, access personalized features, and receive updates.
• Read Our Policies: Familiarize yourself with the norCtrack policy before making any purchases. Understanding our terms and conditions will help you make informed decisions.
• Refund Reminder: Keep in mind that after receiving a refund, you cannot continue using our products. Even if you’ve downloaded them, remove them promptly. Our policy prohibits using refunded products for any purpose.

Tips for Using Our Kontakt Instruments

Native Instruments Kontakt Full Version: When purchasing norCtrack Kontakt Instruments, ensure you are using the Native Instruments Kontakt Full version. Our kontakt libraries are not compatible with the free Kontakt Player due to Native Instruments’ policy. You can find more information on this topic on the official Native Instruments website or in the product description. If you are using the free kontakt player and you have purchased norCtrack kontakt instrument, please consider to download Native Instruments Kontakt Full version at official Native instrument website.

Contact Us

If you have any questions or need assistance, feel free to contact us anytime. We’re committed to providing you with first-class customer support.

Last Modified on: May 07, 2024