Extended Holiday Returns
All hardware orders made between November 1st, 2021 and December 31st, 2021 are eligible for return through January 31st, 2022.
Desktop Software Return
We only accept a refund request within 30 days since purchase, Positive Grid will provide a full refund back to the original form of payment.
Please send us an email here with your info below:
1. Your email registered on our online store
2. A screenshot of the receipt sent from us
3. The reason why you want a refund (the sound, feature..etc.)
*Please note: It only applies to the Desktop softwares purchased from our online store, but not from other dealers or the iOS apps purchased from Apple App Store.
iOS Apps Return
If you wish to have a refund of our apps (BIAS Amp / BIAS Amp for iPhone / JamUp / JamUp Pro / BIAS FX / BIAS Pedal / Final Touch / X Drummer) purchased on AppStore, please write to Apple and ask for the refund.
Since all the apps and in-app purchases on AppStore is run and managed by Apple itself, we don't have any authorizations to get access to the payments, neither to provide further help on it.
However, you can always request a refund by reporting a problem with your purchase. See link: Report a problem on Apple, Apple usually grants refund within 90 days.
Please refer to the information here.
If for any reason you are dissatisfied with your purchase you may return it within 30 days for a full refund (less shipping costs).
You must contact Positive Grid Customer Support to request a return authorization (RA) number and Positive Grid will send you the return instructions once receive the request. See the information below if you need to return your merchandise purchased from Positive Grid website and obtain an RA number:
- Positive Grid Customer Support online
- Customer Support service time - Monday – Friday, 9:00 a.m. and 6:00 p.m. PST
Once you have your RA number, repack the merchandise and all accessories that may have accompanied the original shipment in the original packing materials. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product.
Returned merchandise without a RA number or missing accessories may not be accepted. Merchandise must be returned within 30 days from the date of delivery.
- The customers are responsible for shipping the products back to us. We recommend using a trackable shipping method. All shipping costs are the customer's responsibility.
- Individual products may be excluded from this guarantee. Check the product description before you place your order.
- A free of charge merchandise needs to be returned with the main merchandise when you submit the return application.
- Positive Grid will provide a full refund (less shipping costs) back to the original form of payment.
*For payments made with 3rd party payment services (such as Klarna), additional fee may apply when requesting for return/refund. For more information, please contact the corresponding service provider, as we do not have access to the payment details of such cases.