Refund policy
Refund & Return Policy
Last updated 16 September 2026
Physical merch can be returned within 30 days. Digital downloads can't be returned once delivered, for the reason set out below, but if a file is broken or isn't what the page said it was, we fix it.
Physical merch
The window
You have 30 days from the date your order is delivered to request a return. Requests made after 30 days can't be accepted.
Condition
Items must come back unworn, unwashed and undamaged, with all original tags attached and in their original packaging. We can't accept anything showing signs of wear, washing, alteration, smoke, pet hair, perfume or deodorant marks. Hats and headwear are returnable only if they haven't been worn.
Returns that arrive outside these conditions will be sent back to you at your cost, or refunded at a reduced amount at our discretion, and we'll contact you before doing either.
Final sale
All discounted and sale items are final and can't be returned or exchanged. This includes anything bought with a promotional code, in a bundle, or during a sale event. The product page and your checkout will show an item as final sale before you buy it.
How to start a return
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Email merch@aheebass.com with your order number and what you'd like to return. Please don't ship anything back before you hear from us — unauthorized returns can't be processed.
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We'll reply with a return authorization and the return address.
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Pack the item securely and send it with a tracked service. Keep your tracking number.
Return shipping
Return postage is paid by you unless the item arrived damaged, faulty, or isn't what you ordered, in which case we cover it. We're not responsible for returns lost in transit, so please use a tracked service.
Refunds
Once your return arrives and passes inspection, we'll refund the item price to your original payment method within 5–10 business days. Your bank may take a few days more to show it. Original shipping charges aren't refundable.
Exchanges
We don't process direct exchanges — stock on limited runs moves too fast to hold a size. If you need a different size, return the original for a refund and place a new order for the size you want, so you're not waiting on us to reserve it.
Damaged, faulty or wrong items
Email us within 7 days of delivery with your order number and photos of the item and the packaging. We'll send a replacement or issue a full refund including shipping, and we'll cover return postage. Don't ship anything back until you've heard from us.
Digital products
All digital sales are final
Because racks, presets, templates and sample packs are delivered instantly and can be copied and kept permanently, we can't offer refunds or exchanges on digital products once the download has been delivered. This is standard for downloadable audio software and it's how we keep prices where they are.
Check compatibility before you buy — we've made that easy
Every digital product page states exactly what it needs: the software, the minimum version and, where relevant, whether Ableton Live Suite is required rather than Standard or Intro. Several products are built for one specific synth and won't open in anything else.
Buying something your setup can't open isn't grounds for a refund, so please read the requirements first. If you're not sure, email merch@aheebass.com before you buy and we'll tell you straight.
When we will make it right
The policy above is about buyer's remorse, not about us shipping something broken. Email us within 14 days and we'll repair, replace or refund if:
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your files are corrupt, incomplete or won't extract;
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the download link never worked and we couldn't reissue one that did;
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the product is materially different from what the product page described;
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you were charged twice, or bought the same product twice by mistake and haven't downloaded the second copy.
Contact us before disputing a charge with your bank. A chargeback takes weeks and locks the order; an email usually gets it sorted the same day.
Free products
Free downloads carry no charge and so nothing to refund. If a free file won't download, email us and we'll sort it.
Order cancellations
Physical orders can be cancelled for a full refund any time before they're packed — email us quickly. Digital orders can't be cancelled once the download has been delivered.
Contact
AHEE BASS LLC MERCH BOX, PO Box 773, Boring, Oregon 97009