If you bought an instrument, FX plugin, or bundle directly from Output.com and want a refund, you have 14 days from your purchase date to request one.
Looking to cancel a subscription? That's a different process. See how to cancel your subscription.
What's covered
This policy applies to Instruments, FX plugins, and Bundles purchased directly on Output.com — as long as you've installed, registered, and used the product on your system.
Not covered by this policy:
Expansion Packs
Products obtained as Not For Resale (NFR)
Products purchased from a third-party authorized reseller — those returns go through the reseller's own policy
How to request a refund
Submit a request through the Output chat or email. Include your order details and let us know you'd like a refund.
Once Output approves your request, you'll receive instructions to remove your serial from Native Instruments Service Center and uninstall the product.
After you complete the removal steps, Output processes your refund for the full purchase price.
Allow 5–7 days for the refund to process once approved. Refund amounts may vary slightly based on currency exchange rates and bank fees at the time of processing.
Note: Missing or incomplete information in your request can delay or deny processing — include your order number and the email on your Output account.
A few things to know
Kontakt installation issues don't qualify. If your issue is specifically with Native Instruments Kontakt installation or serial activation in NI Service Center, that's a Native Instruments support issue, not an Output refund case. Contact NI support for those.
The 14-day window starts at purchase.
Not at install. If you're running up against the deadline, get your request in before it closes.
Third-party purchases go back to the retailer.
Output can't process refunds for products bought from authorized resellers. Check the store's return policy directly.
To request a refund, please start a chat with us in the bottom right corner or email.