Refund Policy

The 30-day guarantee

Every outright purchase carries a 30-day money-back guarantee, running from the date of purchase. Ask inside that window and we refund the full amount. There is no form, no required reason, and no restocking deduction.

We would rather know why (it is the most useful feedback we get), but it is not a condition, and we will not keep you on email trying to talk you out of it.

Your statutory rights come first

If you are a consumer in the European Union or the United Kingdom, the law gives you a 14-day right of withdrawal on a purchase like this, separately from anything we promise. Equivalent rights exist in a number of other countries.

These two do not compete, and you do not need to work out which applies to you. Whichever gives you more, you get. Our guarantee runs 30 days rather than 14, so in practice it is the more generous of the two for the whole of its length. But if your own law ever gives you a stronger right than this page does, that right wins, and nothing here limits it.

One thing worth knowing about digital purchases generally: because you get the license key immediately, checkout may ask you to agree that delivery starts at once. Where that agreement would otherwise end your statutory withdrawal right early, our 30-day guarantee continues to apply regardless.

Rent-to-own

Rent-to-own is handled differently, because it is a series of purchases rather than one, each of which bought you a month in which you held the license.

• Your first payment is covered by the 30-day guarantee exactly like an outright purchase, and by your statutory withdrawal right.
• Later payments are not individually refundable. Each one paid for a month in which you had a working license, and you had it.
• You never need a refund to stop. Cancel and you are not charged again. Every payment you have made stays as permanent credit toward owning Diamond, so stopping leaves you part-way rather than back at the start. The Rent-to-Own Terms set that out in full.

After the window

Once 30 days have passed we do not refund outright purchases as a matter of course, beyond whatever your own consumer law requires. That law does require us to put things right if the software is faulty or not as described, which is a different question from changing your mind.

If Diamond is broken for you, write to us before asking for a refund. A crash on your hardware is usually something we can fix, and we would rather fix it.

What a refund does to your license

A refunded license is withdrawn: a license that was not paid for was not bought. Diamond returns to trial mode on your machines: nothing is deleted, your project files stay yours, and you keep everything you have already exported, but you will not be able to re-open saved projects until you hold a license again. The EULA describes this in full.

The same applies to a chargeback. If something has gone wrong, please ask us first. A refund takes a couple of days and keeps the door open, whereas a chargeback is slower for you, costs us a penalty fee, and ends the relationship.

How to ask

Email support@diamond-daw.com from the address you bought with, or include your order number. That is the whole process.

Purchases are sold by Polar Software Inc. ("Polar"), our merchant of record, so Polar is who actually issues the money back, on our authorisation. You can approach Polar directly instead if you prefer. We aim to authorise within two business days; how long it then takes to appear is your bank's to answer, and is usually five to ten.

Refunds go back to the payment method you used. We cannot send one anywhere else.