We want you to be happy with every Zelmora Studio purchase. This policy explains when you can get your money back and how to ask. It applies to all digital products and web app subscriptions bought on shop.zelmorastudio.com.
The short version
- Ask within 14 days of a purchase or of a subscription payment and you get a full refund. No reason needed.
- Use Request refund in My Zelmora → Orders & billing, email support@zelmorastudio.com, or use the link in your Paddle receipt.
- Paddle, our Merchant of Record, sends the money back to your original payment method.
1. Paddle handles payments and refunds
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. When we approve a refund, Paddle processes it. Paddle’s own Refund Policy and Buyer Terms also apply, and where the law or Paddle gives you more rights, the higher level of rights always applies.
2. Our 14-day refund promise
- Digital products (one-time purchases): you can request a full refund within 14 days of the purchase date.
- Subscriptions: you can request a full refund of a payment within 14 days of that payment, whether it is the first payment or a renewal.
- You do not need to give a reason, and it does not matter whether you have downloaded the files or used the app.
3. How to ask for a refund
- In My Zelmora (quickest): open My Zelmora → Orders & billing, choose Request refund next to the payment, add a reason if you like (optional) and send. The order then shows the status: Refund requested, then Refunded or Refund declined.
- Email support@zelmorastudio.com from the address you used at checkout, with your order number if you have it; or
- Contact Paddle directly with the “View receipt” or “Manage subscription” link in your Paddle receipt email, or at paddle.net (choose “Request refund”).
We confirm refund requests sent to us within 2 business days.
4. What happens next
- Paddle returns the money to the payment method you used, usually within 14 days of approval. Your bank may take a further 5–10 business days to show it.
- Your right to use the refunded product ends. Access to the app or download is removed from your account, and you must delete any files you downloaded.
- For a refunded subscription payment, the subscription is cancelled and access ends when the refund is made.
5. Cancelling a subscription
You can cancel at any time in My Zelmora → My subscriptions (“Cancel”), through your Paddle receipt, or by emailing us. Cancelling stops future payments and you keep access until the end of the period you have already paid for. Cancelling on its own does not refund the current period; if you also want that payment back, ask within 14 days of it.
Free trials and no-auto-renew plans. You are not charged during a free trial, so there is nothing to refund; if you are charged when the trial ends, the 14 days count from that payment. A no-auto-renew plan is one payment for a fixed term and can be refunded within 14 days of that payment like any other purchase.
6. After 14 days
After 14 days, payments are generally not refundable. We will still refund you if:
- a product is faulty or not as described, or you cannot access it because of a technical problem we cannot fix;
- you were charged twice or charged by mistake; or
- the law where you live gives you a right to a refund.
7. Free products and apps
Free products and free apps cost nothing, so there is nothing to refund.
8. Fair use
This policy is meant to protect honest customers. We or Paddle may decline a refund where there is clear evidence of fraud or refund abuse, for example repeatedly buying and refunding the same products. If that ever happens, we will explain why.
9. Chargebacks
Please contact us or Paddle before disputing a payment with your bank; a refund is usually faster. If a chargeback is raised for a product you received, access to it may be paused while Paddle reviews the case. This does not affect your legal right to dispute a charge.
10. Your statutory rights
Consumers in the EU, EEA, UK and some other countries have a legal right to withdraw from an online purchase within a set period (14 days in the EU and UK). For digital content that right can end once you start downloading or using the product, if you agreed to that at checkout. Our 14-day refund promise applies either way, so you are always covered for 14 days. Nothing in this policy limits your rights under consumer protection law.
11. Contact
Questions about a refund: support@zelmorastudio.com.