AERIA
REFUND & REPLACEMENT POLICY
Effective Date: July 10, 2026
Aeria sells digital Products delivered electronically. Because digital goods cannot be returned like physical goods, purchases are generally final after delivery or access. This Policy explains when Aeria may provide a refund, replacement Product, replacement License or key, store credit, or another resolution. Nothing in this Policy limits rights that cannot lawfully be excluded.
DIGITAL PRODUCTS AND PRODUCT AVAILABILITY
No physical goods are shipped unless expressly stated. A Product is generally considered delivered when its download, License, key, authentication entitlement, or other access is made available.
Many Products are supplied by independent third-party developers. Aeria does not control their continued development, maintenance, compatibility, feature set, availability, or lifecycle. A developer's delay, update, suspension, modification, or discontinuation does not automatically create refund eligibility unless required by law or expressly stated in this Policy.
GENERAL REFUND POLICY
Refund and replacement requests are reviewed individually. A refund is not automatically available because a customer:
• Changes their mind.
• No longer wants or needs the Product.
• Fails to review the Product description, compatibility information, or requirements.
• Experiences issues caused by unsupported hardware, software, operating systems, modifications, malware, internet connectivity, or other circumstances outside Aeria's reasonable control.
• Loses access because of a violation of the Terms of Service.
• Refuses reasonable troubleshooting.
ELIGIBILITY FOR REFUNDS OR REPLACEMENTS
A refund, replacement, or store credit may be considered when:
• A verified technical issue substantially prevents intended functionality and cannot be resolved after reasonable troubleshooting by Aeria and, where applicable, the developer.
• Aeria cannot deliver the Product because of an issue attributable to Aeria.
• The Product causes significant computer issues that support cannot resolve after reasonable troubleshooting.
• A duplicate purchase was made unintentionally and the duplicate has not been activated or used.
• A purchase was made without authorization of the lawful payment-method owner, subject to verification.
• The wrong Product was purchased accidentally and has not been activated or delivered; Aeria may offer a replacement or store credit instead of cash.
• A refund is otherwise required by law.
Aeria may require proof of purchase, order information, screenshots, error messages, system details, or other documentation reasonably necessary to investigate the request.
REQUESTING A REFUND OR REPLACEMENT
Contact Aeria through official support channels before filing a chargeback or payment dispute. A request should include, where applicable:
• Proof of purchase.
• Order number or transaction identifier.
• Email address associated with the purchase.
• A detailed description of the issue.
• Screenshots, error messages, and other supporting information.
• Additional information reasonably requested during review.
Failure to provide requested information may delay or prevent a decision.
TROUBLESHOOTING AND CUSTOMER COOPERATION
Before approval for a technical issue, customers must cooperate in good faith with reasonable troubleshooting, which may include:
• Following installation instructions.
• Updating to the latest available Product version.
• Providing screenshots, error messages, or system information.
• Verifying compatibility and requirements.
• Completing troubleshooting steps recommended by Aeria.
• Contacting the developer where additional developer-level support is needed.
A request may be denied or held until reasonable troubleshooting is completed. Aeria is not required to approve a refund when the issue can be resolved through available troubleshooting.
REPLACEMENT PRODUCTS AND STORE CREDIT
At its discretion, Aeria may offer a replacement Product, replacement License or key, store credit, or another appropriate resolution instead of a monetary refund. This may apply to:
• An incorrect Product purchase.
• An unused duplicate purchase.
• A damaged or invalid key.
• A Product-specific technical issue where an equivalent alternative is available.
• Another circumstance where replacement reasonably resolves the request.
Acceptance of a replacement or store credit may satisfy the applicable refund request where permitted by law.
INVESTIGATION AND FRAUD PREVENTION
Aeria may request information needed to verify a purchase, investigate an issue, prevent fraud, or determine eligibility. False, misleading, altered, or incomplete information may result in denial and restrictions on future purchases or support.
A refund or replacement may be denied when Aeria reasonably determines that:
• Proof of purchase cannot be verified.
• The payment method was unauthorized or fraudulent.
• The request contains false or misleading information.
• The customer is attempting to abuse this Policy.
• Repeated requests show a pattern of misuse.
• The request is inconsistent with this Policy or applicable law.
Examples of abuse include repeated claims without legitimate cause, attempts to obtain multiple Products through repeated refund requests, altered evidence, attempts to circumvent procedures, or misuse of chargebacks or payment disputes.
PROCESSING APPROVED REFUNDS
When approved, Aeria will submit a refund to the original payment method whenever reasonably possible. Timing depends on the payment provider, financial institution, or cryptocurrency network and is outside Aeria's control.
Aeria is not responsible for delays after a refund has been submitted. If refunding the original method is not reasonably possible, Aeria may, where lawful and agreed by the customer, provide store credit or another mutually agreed resolution.
CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact Aeria before initiating a dispute. During a chargeback, reversal, bank dispute, cryptocurrency dispute, or similar claim, Aeria may temporarily suspend the related Product, License, or Account while the matter is reviewed.
Aeria will cooperate with payment providers regarding legitimate unauthorized-payment or billing claims. Fraudulent, abusive, or materially improper disputes may result in revoked Licenses, suspended Accounts, denied future purchases, or other lawful restrictions. Nothing in this section limits non-waivable consumer rights or payment-network protections.
CIRCUMSTANCES GENERALLY NOT ELIGIBLE
Unless required by law, refunds are generally not approved solely because:
• You changed your mind or no longer want the Product.
• You purchased the wrong Product after delivery or activation.
• You failed to review descriptions, compatibility, or requirements.
• The issue was caused by unsupported hardware or software, system modifications, malware, third-party applications, or internet problems.
• You refused reasonable troubleshooting.
• Access was lost because you violated the Terms of Service.
• A third-party developer changed, delayed, suspended, or discontinued a Product.
Each request is evaluated individually.
CHANGES TO THIS POLICY
Aeria may revise this Policy to reflect changes in Products, Services, payment methods, business practices, or legal obligations. Updated versions become effective when published unless a later date is stated. Requests will generally be evaluated under the version in effect at the time of purchase unless law requires otherwise.
CONTACT INFORMATION
Official Website
Support Email
Official Discord
When contacting support, include your order number, purchase email, issue description, and relevant evidence. Aeria will review requests in good faith and make reasonable efforts to respond within a reasonable timeframe.