How to get a refund within 14 days
Within 14 days of buying, sign in to your account, open Orders and press Refund. No reason needed. Paddle reviews it and the money returns to how you paid.
On this page
To get a firelet.media Gallery refund within 14 days of buying, sign in at firelet.media/app, open Orders and press Refund beside the order. You don't need to give a reason. Paddle, which sold you the licence, reviews it, usually within a day, and returns the whole amount to the card or account you paid with. Nothing on your computer is deleted.
The policy in one paragraph
Any order can be refunded in full within 14 days of paying, for any reason or none. You won't be asked to justify it, offered a discount instead, or made to talk to anyone. The refund covers the whole order, including any tax you paid on it. Your statutory rights are not reduced. The full wording is on the refund policy page.
Steps: refund from Orders
- Sign in at firelet.media/app. Your account was created when you bought; if you never set a password, use "Forgot password" (the link is valid for 60 minutes).
- Open Orders ("Orders & billing") in the sidebar.
- Click Refund beside the order.
- Read the "Refund this order in full?" panel, which explains what happens next.
- Type a reason in Why? (optional) if you'd like to. You can leave it empty.
- Click Refund $X, which shows the exact amount.
The order's status pill changes to "Refund requested", and to "Refunded" once Paddle approves it.
Other ways: support form or Paddle
The button is the quickest route, but not the only one:
- Support. Use the support form at firelet.media/app/support or email support@firelet.media. Give the email address you bought with; the order number is not needed. See how to contact support.
- Paddle directly. Reply to your Paddle receipt email, or look the purchase up at paddle.net.
How long the money takes
- Paddle reviews the refund, usually within a day.
- Your bank then takes a few working days to show it, occasionally up to ten.
- The money goes back to the original payment method, the card or account you paid with.
Refunds are not instant, because Paddle, as the merchant of record, handles the payment. Your receipts and invoices are also Paddle's; see how to find your orders, receipts and invoices.
What a refund does to your licence
- Until Paddle approves it, everything keeps working. If a refund is declined, you keep the licence.
- After approval the key is revoked. The program goes back to its trial state at its next check-in, within about a month, or at once if you release the seat.
- Nothing on your computer is deleted. Your pictures and the gallery's index stay where they are. If the computer's 14-day trial is already used up, the library stays browsable and searchable, but nothing new is added.
- Refunding an updates extension on its own takes back the year it bought. The program itself keeps working, and builds you already downloaded stay yours.
After 14 days
After 14 days, refunds are still given for:
- a duplicate charge;
- an accidental double purchase;
- a key that never arrived;
- a defect that can't be fixed.
In any of these cases, contact support with the address you bought with. If you are thinking about buying more seats or a year of updates rather than a refund, see how to buy firelet.media Gallery.
Questions people ask
Do I have to give a reason?
No. There is a box for a reason if you want to give one, but it is optional.
What happens to my licence after a refund?
Once Paddle approves the refund the key is revoked, and the program returns to its trial state at its next check. Your pictures and library are untouched.
Can I refund only the updates I bought?
The Refund button refunds whole orders. To keep the gallery and hand back only the updates bought with it, ask support.
How long does the money take?
Paddle usually reviews a refund within a day; your bank then typically takes a few working days, occasionally up to ten.
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