01 30-Day Refund Guarantee
You may request a refund within 30 days of the original purchase date if any of the following applies:
- The product is materially different from the description on the product page.
- The product fails to install or activate due to a defective license key, and our support team is unable to resolve the issue.
- You did not receive your download link and our support team is unable to deliver it within a reasonable time.
- The product is incompatible with the system requirements listed on the product page, when those requirements were correct at the time of purchase.
02 Product Exchanges
We understand that sometimes a product may not be the right fit for your creative workflow — even if it works perfectly. That is why we also offer exchanges within the same 30-day window.
How Exchanges Work
- You may exchange an eligible product for a different product of equal or lesser value at no additional cost.
- If the replacement product costs more than your original purchase, you will only need to pay the price difference.
- Each purchase is eligible for one exchange. The replacement product is not eligible for a further exchange or refund.
Exchange Eligibility
- The exchange request must be submitted within 30 days of your original purchase date.
- The original license key must not have been transferred, resold, or registered to a different user.
- Educational bundles, special promotions, and items marked as final sale are not eligible for exchange.
To request an exchange, email contact@joenap.com with the subject line "Exchange Request" and include your order number, the product you wish to exchange, and the product you would like instead. Our team will confirm availability and guide you through the process.
03 Conditions for Refund Eligibility
To be eligible for a refund:
- The refund request must be submitted within 30 days of the purchase date.
- You must contact our support team first and allow us a reasonable opportunity to resolve the issue.
- The license key, if applicable, must not have been transferred, resold, or registered to a different user.
- The product must not have been used in a way that violates our Software Licensing Agreement.
04 Non-Refundable & Non-Exchangeable Situations
Refunds and exchanges are not available in the following circumstances:
- More than 30 days have passed since the purchase.
- You changed your mind after downloading and using the product.
- The product works as described, but you prefer a different sound, workflow, or feature set (an exchange may still be available — see Section 02).
- The product is incompatible with software or hardware not listed in its official compatibility requirements.
- The license key has been activated and used on the maximum number of devices.
- Educational bundles, special promotions, or final-sale items clearly marked as non-refundable on the product page.
05 How to Request a Refund or Exchange
- Email contact@joenap.com with the subject line "Refund Request" or "Exchange Request".
- Include your order number, product name, and a clear description of the issue or reason for the request.
- Attach any relevant screenshots, error messages, or supporting information.
- Our team will respond within one business day.
- If approved, the refund will be issued to your original payment method, or your exchange will be processed and the replacement product delivered to your account.
06 Processing Time
Approved refunds are processed within 5 to 10 business days, depending on your payment provider:
- Stripe credit and debit cards: 5 to 10 business days.
- PayPal: typically within 3 to 5 business days.
Exchanges are typically processed within 1 to 2 business days. You will receive an email with your new download link and license key once the exchange is complete.
If you do not see the refund after 10 business days, please contact your bank or PayPal first, then reach out to us if needed.
07 License Revocation
Once a refund is issued, your license to use the product is revoked. You must uninstall the product and delete any associated files. Continued use after a refund is a violation of our Software Licensing Agreement.
For exchanges, your license for the original product is revoked upon delivery of the replacement product. The same uninstall requirement applies to the original product.
08 Cancellations
Because digital orders are typically delivered within minutes, cancellations are only possible if your order has not yet been delivered. If you need to cancel an order, contact us immediately at contact@joenap.com.
09 Dispute Resolution
If you are not satisfied with the outcome of a refund or exchange request, please contact us so we can review the case again. We are committed to fair, good-faith resolution of every dispute.