Returns & Refunds - ProPlugin

15-day risk free returns policy

We want you to be completely satisfied with your purchase. If something’s not right, here’s how you can return your item and receive a full refund—quickly and easily.

What you can return

You may return a product within 15 days from the day you receive it, in case:

You changed your mind (note that product packaging must be unopened/sealed)
You received the wrong model, color, size or other type of variation
The item is not as described or differs from the product images
The item is damaged or defective

Return conditions

To qualify for a return, you must meet the following conditions:

The return must be initiated within 15 days of receipt
Products must unused and in original condition
Original packaging, tags, labels, manuals and accessories must be included
You must provide the original purchase receipt

Note: for change-of-mind returns, product packaging must be unopened and sealed.

Unfortunately we cannot accept returns in the following cases:

Used products or those showing signs of use
Products with damaged or missing packaging
Products with missing accessories (e.g. cables, adaptors, manuals, tags)
Digital goods (e.g. DAW software & plugin, such as Ableton Live or Universal Audio plugins),
Products are bundled with non-returnable digital goods
Products that were sold as a clearance sale item
Products purchased with gift cards or store credit

If you experience issues with software downloads or licenses, please contact us—we’ll help you reach out to the software vendor.

How to return?

We offer various methods to return your purchase.

In-person at the ProPlugin Flagship Store (Fortune Town, 3rd Floor, Bangkok)
In-person at the ProPlugin Head Office
By courier to the ProPlugin Warehouse

Return shipping costs for couriered items are the customer’s responsibility unless the item is defective or incorrect upon receipt. Customers outside of Thailand are responsible for return shipping costs in any case.

Please use a trackable service and retain proof of shipment and ensure your package is securely wrapped as ProPlugin cannot take responsibility for damage during transit.

To initiate a return, you may contact ourCustomer Support team.

Processing times

Once we receive your returns we will inspect the item and notify you of the outcome within 7 business days. If approved, a refund will be processed to your original payment method.

Refund timelines

Debit/Credit Card Payments (Issued by Thai Banks)
For customers who paid in full or through installments using credit cards issued by commercial banks registered in Thailand, the refund will be processed back to the original card. This may take up to 30 business days from the date of notification by our customer support team, subject to the billing cycle of the issuing bank.
Bank Transfer Payments
For payments made via bank transfer, the refund will be credited to the bank account used for the original transaction. This process may take up to 15 business days from the date the customer receives notification.
Other Payment Methods
Kindly contact our Customer Support team to enquire about processing times for refund if your purchase was made through a different payment method than listed above.

Important notes

Please check warranty and return policies for each product before purchase—terms may vary by item. Therefore, customers must check the product warranty policies they intend to purchase before making the order
ProPlugin reserves the right to revise these terms and conditions without prior notice
In case of force majeure, refunds may exceed the standard processing timeframe; customers will be notified
Please retain the sales receipt, tax invoice, product receipt, and other related documents as evidence for product returns
Once a return request has been initiated, the product must be shipped to us within 3 days. If the item is not shipped within this timeframe, the return request will be considered cancelled, and a new return request must be submitted.