Refunds
Everything except the four export actions runs before any money changes hands, so you can find out whether the plugin works on your machine, with your files, before you buy. If something goes wrong anyway, this page says what happens.
Your statutory right of withdrawal
If you buy as a consumer in the EU you normally have 14 days to withdraw from a distance contract, without giving a reason. Digital content is the documented exception: where you ask for delivery to begin immediately and confirm that you know this ends the right of withdrawal, the right ends when delivery begins (ยง 356(5) BGB, implementing the Consumer Rights Directive). A licence key is delivered the moment the payment completes, so in practice that consent is asked for at checkout and the statutory right is spent as soon as your key is issued.
Nothing on this page takes away a right you have by law. Where this page and the law disagree, the law wins, and I would rather hear from you than have you find that out the hard way.
The refund I offer on top of that
Nobody has to buy this to discover whether it runs. The refund policy below is therefore short.
If Heimdall3D does not work for you, email me within 14 days of buying and I will refund you in full. You do not have to explain why.
This sits on top of the statutory right above and never replaces it. Where the two differ, whichever is better for you applies.
It costs me little to offer, because every buyer has already run the renderer on their own files, on their own graphics card. If you did that and still bought something that does not work, the fault is more likely mine than yours.
How to ask for one
Email quark@heimdall3d.com from the address you bought with, or quote the order reference on your receipt. One person reads that mailbox, so say what went wrong in the first line and I will get to it faster.
Because Paddle is the merchant of record, the payment was taken by them and the money goes back the same way. A refund is normally requested and issued through Paddle rather than by me directly. Their receipt carries the link, and Paddle's buyer help is the other route.
Write to me anyway if that is easier, or if you are not sure which of us to ask. I would rather forward a message than have you write to nobody because it was unclear.
What happens to your licence key
Keys are signed once and verified on your own machine. There is no server that can switch one off, and that is deliberate: it is the same property that means your copy keeps working if I am ever hit by a bus, or simply stop.
The consequence is that a refund relies on you. If you are refunded, stop using the plugin and uninstall it. I am telling you this rather than pretending otherwise, because a policy that depends on trust should say so.
Chargebacks
Please email me before starting one. A chargeback costs both of us a fee, takes weeks, and there is nothing I can do about it afterwards. I would rather refund you today.