if a product does not work as described on a supported setup, email support and shmlv. will troubleshoot, provide a replacement or update where appropriate, or provide the remedy required by applicable law.
shmlv. sells downloadable music-production tools. because a digital product remains accessible once delivered or downloaded, refund requests are handled with clear limits.
Paddle.com is the Merchant of Record for purchases placed through the current checkout and handles payment-related return and refund processing. this policy explains shmlv.'s product-level position. legacy purchases made through Payhip continue under the buyer terms and receipt instructions that applied to those orders. if Paddle's buyer terms, the applicable legacy Payhip terms, or mandatory law gives you stronger rights, those rights apply.
when help or a remedy may apply
shmlv. wants the purchase to work for the supported setup described on the product page. if it does not, contact support first so the issue can be checked. except where mandatory law or the applicable Paddle or legacy Payhip buyer terms require otherwise, sales are generally final once a product has been delivered, downloaded, accessed, or used.
immediate digital delivery
by completing a purchase and requesting immediate access to a digital product, you ask for the product to be supplied immediately. where applicable, you also acknowledge that any statutory withdrawal or cancellation right may end once download, access, or use begins. this does not affect rights you may have if a product is faulty, not as described, or if local law gives you non-waivable rights.
usually not eligible
- change of mind after download, access, or use.
- buying the wrong product after compatibility and requirements were shown before purchase.
- unsupported DAW versions, operating systems, or setups outside the stated requirements.
- installation issues that can be resolved by following the documented setup steps.
- requests that show download-and-refund behaviour, file sharing, chargeback abuse, or misuse of the refund process.
how to request help
if a product is materially defective, does not substantially match the product page, or cannot be used as described on a supported setup, email [email protected] as soon as possible.
- include the email used for the order.
- include the product name.
- include your DAW name and version.
- include your operating system.
- include a short description of the issue, plus screenshots or error details if available.
what happens next
support will review the product, the stated compatibility, and the problem details. the next step may be troubleshooting, replacement files, an update, or a refund or other remedy where required by applicable law. refunds for Paddle orders are returned through Paddle to the original payment method once approved and processed.
compatibility and refund effect
each product page states supported hosts, versions, and operating systems. a product is not considered faulty just because it does not work in an unsupported environment. if there is evidence of refund abuse, file sharing, repeated chargebacks, or other bad-faith behaviour, a refund may be refused to the extent permitted by law. if a refund is granted, your license ends immediately, you must stop using the product and delete all copies, and the product may be removed from account entitlements, private downloads, and beta access where technically supported.
contact
product support: [email protected]. for a Paddle billing, receipt, return, or refund question, use the buyer-support link in your Paddle receipt. for a legacy Payhip order, use the support link in that Payhip receipt.