Return Policy

Product must be returned within 15 days of purchase (date payment was received) unopened and undamaged in like-new condition, seals on box must be intact, and all materials shipped must be returned. You must pay the return shipping. We are not responsible for any returns that are lost or stolen in transit.

All returns are subject to a restocking Fee of 5% of the original purchase price, and the original shipping/handling costs will be deducted from the refund amount.

Partial returns are not permitted. If you ordered more than one product, you must return the entire order.

To return an order:

  1. Email sales@restrainedearth.com to request a refund. Include the Order Number of the order to be returned and a detailed explanation of why you want to return the order. The email must be sent from the email address that was specified in the Billing Email Address field when you ordered (this is usually the Customer Email Address in our system).
  2. Wait for us to reply with a Return/Refund Approved or Return/Refund Rejected response.
  3. If your return/refund was approved, mail all items from the original order intact and in like-new condition to the following address:

    Restrained Earth LLC
    P.O. Box 5096
    Tacoma, WA 98415-5096 USA

  4. When your returned order arrives, we will verify that it is complete and intact, as per the requirements stated in this Return Policy. If there are any problems with your return, we will contact you.

Lost License Keys

You are responsible for keeping track of and protecting your license keys. There is no free replacement. Suggestions for keeping track and protecting your license keys:

  • If license keys are shared by multiple employees, implement a check-out system for your license keys that includes the check-out date, product name/version, license type, serial number, employee id (or name), and check-in (returned) date.
  • Network License Keys: If possible, keep your license servers in a locked room with limited access, and a list of employees who have access to it.

If, despite your best efforts, you lose a license key, we will send you a replacement product (including a new license key) for the amount you originally paid, as long as the replacement is the same product version as the one you lost. We will flag the old license key as missing/stolen.

If you lose a license key:

  • If you have business, homeowners or rental insurance, your policy may cover all or part of the loss.
  • If you find the missing license key after purchasing a replacement copy from us, you may return the new software for a refund minus the 5% restocking fee and the cost of shipping/handling.

Damaged License Keys

Damaged license keys may be replaced for a replacement fee, plus the cost of shipping. The damaged key must be returned with the entire product, otherwise intact, complete with the product tag with serial number intact (must be able to verify the product and license information), the DVD and case and original packaging.

Replacement Fees (shipping not included):

  • USB Local License: $40.00 USD
  • USB Network Limited License: $45.00 USD
  • USB Network Unlimited License: $50.00 USD

Product Issues

If you experience any of the issues listed below, please try the recommended remedies listed below. If the problem is not resolved, please call or email Technical Support for assistance before resorting to returning the product.

Issue: Unable to Install the Software.

Possible Causes:

  • Install media (DVD) is defective.
  • DVD drive requires cleaning, is disconnected, does meet requirements (over 20 years old), or is broken.
  • The disk controller is broken (most modern computers have integrated disk drive controllers).

Possible Remedies:

  • Try using a different DVD drive, or installing the software on a different computer.
  • Clean DVD drive using a DVD cleaner. If the drive is very dusty, it may have to be cleaned using compressed air or vacuum.
  • Read the System Requirements section of the README.htm file and verify your computer meets the minimum requirements for running our software.

Issue: License Key is Not Recognized by the Software.

Possible Causes:

  • The USB port is not connected, is defective, or does not meet requirements for the license key.
  • Network Licenses: If you purchased a Network License, you must install the License Server on a computer that is connected to your local area network.

Possible Remedies:

  • Try plugging the license key into a different USB port. If necessary, try every USB port on your computer.
  • Network Licenses: See the Network License Server section of the README.htm file on the installation DVD.