Refund Policy
Every Voxelase product is a digital download — a Windows application delivered by email link. There is nothing to ship back, so there are no returns and no return shipping costs. There are refunds.
The short version
If the software doesn't do what the product page said it would, email support@voxelase.com within 14 days of purchase and we'll refund you in full.
How to request a refund
Send an email to support@voxelase.com with:
- The email address you used at checkout, or your order number.
- Which product you bought.
- A short description of what went wrong or what didn't meet expectations.
- A screenshot, exported file or short screen recording showing the problem.
The screenshot matters, and not because we want to make this difficult. The software runs entirely offline on your machine — nothing is uploaded to us — so we have no logs, no render history and no way to see what happened on your end. A single image usually tells us immediately whether it's a settings issue we can fix for you in one reply, a bug we need to patch, or a genuine mismatch between the product and what you needed.
What happens next
We reply to every refund request within two business days. If we can solve the problem, we'll tell you how. If we can't, we approve the refund — we're not going to argue you into keeping software that doesn't work for you.
Approved refunds are returned to the original payment method through Stripe. The money leaves our side immediately; how quickly it appears on your statement is up to your bank, and is typically 5–10 business days.
The 14-day window
Requests made more than 14 days after purchase fall outside the policy. If something breaks later — a Windows update, a new machine, a licence that stops activating — that isn't a refund case, it's a support case, and it's covered for the life of your licence at no cost. Email us.
What we can't refund
- "I changed my mind" after extended use. Buying the software, using it to complete client work, and then requesting a refund is not a case we approve.
- Hardware, machine or third-party software problems. If your laser, CNC, printer or slicer is the thing misbehaving, we'll help you diagnose it, but a Voxelase licence isn't the right thing to refund.
- Duplicate accounts created to obtain repeat refunds.
Outside those cases, we default to approving. A refund costs us a sale; an unhappy customer telling the community we stonewalled them costs considerably more.
Free tools and free editions
The browser tools and any free edition cost nothing, so there is nothing to refund. Problems with them are still worth reporting to support@voxelase.com — they get fixed.
Contact
All refund and support requests: support@voxelase.com