Changed your mind? Refunds are now one button for 14 days
For 14 days after buying, you can refund your order from your account, with no reason and no call. Here's how it works and what happens to your licence.
On this page
If you change your mind after buying firelet.media Gallery, you can now refund the order yourself. For 14 days after paying, a Refund button sits beside each order in your account's Orders page. You don't need a reason, you don't have to talk to anyone, and nobody offers you a discount instead. Paddle usually approves the refund within a day.
What changed
The promise itself isn't new: a full refund within 14 days of buying, for any reason or none. What's new is that you no longer have to ask for it. Until now, getting that refund meant writing to support or to Paddle. From 30 September 2026, it's a button in your account.
The goal is simple. Buying software you've never used is a leap of faith, even with a trial. If it turns out not to be right for you, getting your money back should take less effort than buying did.
A little background helps here. firelet.media Gallery is sold through Paddle, which acts as the merchant of record. Paddle's name appears on your card statement, Paddle issues your receipts and invoices, and Paddle handles sales tax. That's why Paddle reviews each refund and returns the money. The button in your account simply asks Paddle on your behalf.
How to refund in a minute
- Sign in to your account at firelet.media/app.
- Click Orders in the sidebar, or go straight to Orders & billing.
- Find the order and click Refund beside it.
- Read the "Refund this order in full?" panel, which explains what the refund will do.
- If you like, write a line in Why? (optional). It helps fix whatever went wrong, but you can leave it empty.
- Click Refund followed by the order's amount to send the request.
The order's status changes as the refund goes through:
| Status | What it means |
|---|---|
| Paid | The order as it was before you pressed Refund |
| Refund requested | Paddle is reviewing it, usually for less than a day. Your licence still works |
| Refunded | Approved. The money is on its way back to the card or account you paid with |
Once a refund is approved, your bank takes a few working days to show the money, occasionally up to ten. If something went wrong along the way, the order says so in plain words, with a link to support.
A few rules to know before you press it:
- It refunds the whole order. That's the gallery plus any year of updates you bought with it, or an updates extension on its own if that was the order. If the key covered several computers, all of them are refunded together, along with the tax you paid.
- It's there for 14 days after you paid. After that, the button is replaced by a note pointing you to support.
- Each account gets one refund this way. A second refund, on any order, goes through support instead.
What happens to your key
Nothing changes the moment you press the button. Your licence keeps working, with every feature, until Paddle approves the refund. If Paddle declines it, you keep the licence.
Once the refund is approved:
- The licence key is revoked.
- At its next licence check-in, firelet.media Gallery goes back to its trial state on that computer. Check-ins happen about once a month, so this can take a few weeks, or it happens at once if you release the seat.
- If that computer's 14-day trial is already used up, "trial state" means the library stays browsable and searchable, but nothing new is added to it.
If the key covered several computers, each one goes back to its trial state at its own next check-in.
Refunding an updates extension on its own works a little differently. The year it bought is taken back once Paddle approves, but the program itself keeps working. Any builds you already downloaded during that year stay yours.
Other ways to ask
The button is the quickest route, but it isn't the only one, and the 14-day promise is the same whichever you use.
- Support. Use the support form in your account, the public form at firelet.media/app/support, or email [email protected]. Give the email address you bought with; you don't need the order number.
- Paddle. Reply to your receipt email, or look the purchase up at paddle.net.
Answers to messages sent from inside your account appear on the Support page there, not by email. The public form is answered by email, usually within a working day. However you ask, an approved refund affects the licence in exactly the same way as the button does.
Support is also the right place if the button refused. That happens, for example, if an order can't be refunded from the account, or if you've already used your automatic refund. How to get a refund within 14 days walks through every route, and how to contact support and track a ticket explains where answers appear.
After 14 days
After 14 days the button goes, but some refunds are still given, because they aren't about changing your mind:
- a duplicate charge,
- an accidental double purchase, such as buying twice for the same computer,
- a key that never arrived, or
- a defect that can't be fixed.
For any of these, contact support with the address you bought with. Your statutory rights as a consumer aren't reduced by any of this. The full policy is on the refunds page.
Your receipts and tax invoices stay available too. The Orders page links each order to Paddle, where the invoice lives, and how to find your orders, receipts and invoices shows where each one is.
Questions people ask
Do I have to explain why?
No. The reason box is optional; you can leave it empty.
Can I use the button more than once?
Each account gets one refund through the button. After that, ask support.
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