1. Purchase & Delivery
+What payment methods do you accept?
We accept payment via all major credit & debit cards, as well as PayPal. Your payment information is securely processed with maximum encryption, and we never store any of your payment data.
+Do you offer educational or academic discounts?
Yes. We offer a 25% educational discount on all products for any qualifying student, teacher, or academic institution. Just contact us and include a valid copy of your current student or faculty ID. Note that educational discounts may not be used in conjunction with other coupons.
+How are your products delivered?
All of our instruments are provided as digital downloads via the Pulse Downloader app. All download info, relevant serial numbers and redemption codes are provided via email and/or in your User Account area.
+How do I see all the instruments I own or view past orders?
Login and visit your User Account area – it’s all there. You can also view your Red Room Audio products by logging into Pulse. Upon completing an order, we create an account for you based on your email address. You can set a password using the Reset Password feature. If you don’t see your orders, or if you’ve made purchases from multiple accounts, simply contact us and we’ll get everything merged.
+Do you offer refunds?
Due to the digital nature of our products, we cannot normally offer refunds once you’ve downloaded a library. If you have purchased a product in error and have not yet downloaded it, please contact us and we can take care of it. And as always, if you have any questions about the compatibility, features, capabilities, or limitations of any specific library, please don’t hesitate to ask us before you order. Nothing herein affects any statutory rights that may apply. Any refund requests will be considered in our sole discretion and our decision will be final.
+How do I install Palette libraries?
We use the Pulse app for easy downloading and installation of all our products. Check your product manual for more info
+How do I activate a Kontakt Player library?
Open Native Access, click “Add a serial,” and enter the serial number that was emailed with your order. Next choose “Browse.”and navigate to the location of your library on your hard drive. Make sure to select the main folder and not one of the subfolders, then click “Open.” Check that the correct file path is displayed under the name of the library and click “Install.” Then in the Libraries tab of the browser, select “Add Library.” When you launch Kontakt the library should now appear in the Libraries tab. Check this helpful video from Native Instruments for step-by-step visual instructions. Send us an email and we’ll help you out.
+How do I use the WAV or MIDI loop files that came with the library?
Some of our products come bundled with WAV, REX, or MIDI loops. The manual for each product should explain further, but generally speaking, these files can simply be dragged into your DAW. This can often be done from within the DAW itself, through a Browser or Media Bay window. It can typically also be done by dragging the file from Explorer (PC) or Finder (Mac) on to a DAW track.
+The patch was generated by a newer version of the application?
This means you need to update your version of Kontakt. You can do this in the Native Access application.
+There are missing samples when I load the library.
All files in Pulse have been verified to be 100% correct and complete. If there are missing samples, try redownloading the product in Pulse.
3. System Requirements
+Can I use the free Kontakt Player plugin with your libraries?
It depends on the library in question. If a library is Kontakt Player compatible, we will explicitly say so on the product page. Otherwise, we will explicitly say that the FULL version of Kontakt is required, and you cannot use Kontakt Player. Please read the product requirements carefully before purchasing.
+Do your instruments work with Mach 5, Gigastudio, HALion, EXS-24...
Unless otherwise noted, our catalog of instruments was developed exclusively for Kontakt. Kontakt offers the best combination of stability, efficiency, and features necessary to create inspiring and powerful libraries.
+How much RAM and hard drive space do I need?
It depends on the instrument. Check the “Features & Requirements” tab that appears on each the product page. Some libraries take only a few hundred megabytes of space while others take more than 20 gigabytes. Generally speaking, we do recommend you have the minimum specs necessary for Kontakt itself: 4GB of RAM and a 2011 processor or better.
4. License Agreement
+Can I sell a product once I've purchased it?
Because of the digital nature of our instruments, we do not allow license transfers as we have no way of verifying that the software has been deleted by the seller after the transfer.
+Can I use your instruments on multiple computers?
Yes. You can use our instruments on as many computers as you’d like, but only if YOU are the one using the instruments on those computers. For example, if you have a home PC and an office PC where you are the only user, you can install our instruments on both machines. However, if you have a studio machine shared by multiple people, multiple licenses must be obtained.
Please contact us for more information about multi-user licenses.
+Can I use your libraries to make sound effects?
Yes, but only as part of custom contract or in-house work. For example, if you are hired to create sound effects for a video game, or you work as an in-house sound designer, you can use our libraries as part of your sound design work. However, you cannot upload sounds to stock SFX libraries or marketplaces.
+Can I use your instruments to make library music?
Yes. The only exception here is that if you sell your library music on a marketplace, and you offer the music in stems, no stem can consist of isolated sounds from our libraries. They must be in the context of other instruments.
5. Business Matters
+Can I beta test your libraries or write demos?
We are occasionally seeking composers to help write demos. Please contact us and submit your credentials (portfolio, resume, previous beta testing experience). Please note that we get a lot of applications and it may be awhile before you hear from us.
+I have a great idea for a library, can we collaborate on it?
It’s possible. We’ve worked with many talented musicians and sound designers to create our instruments. However, ideas are easy to come by – execution is where the challenge lies. We prefer to work with musicians and sound designers who can record and create sounds to execute their idea, with our guidance and partnership. Please contact us to start a dialogue.