purchase refund

Pascal MOURARD
Pascal MOURARD Member Posts: 2 Member

Hello !

I try to contact client service with a ticket but 5 days after i still have no answer...so pearhaps someone could help me here.

Last week i bought a komplete standard 12 to komplete standard 14 upgrade... It was a mistake. I don't have downloaded any product so it's still not registered on my account...Do you think i could have a refund ? I prefer to cancel and wait ... Pearhaps i'll buy in the future a Komplete standard 12 to komplete ultimate 14 upgrade directly...

Thanks a lot

Best Answers

  • PoorFellow
    PoorFellow Moderator Posts: 1,607 mod
    edited December 2023 Answer ✓

    It is possible that you can have a refund. But it is very important that you have not added the product to account and that you have not started any downloads or other use of the product.

    However I do not work here I am just another user so I can not guarantee anything.

    If you have already contacted customer service then give them a total of seven days to respond and if you have not received any answer then politely update your ticket. It is my personal understanding that N.I. in general are kind to customers where there is room for it so try to stay positive until at least if you should receive a negative answer. Personally I think that there is good chance that your request will be granted !

    I could start quoting rules but since there are special rules for software then it is a bit hard to understand but as far as I can see then you loose your right to withdrawal the moment that you redeem the key and start to download.


    Ref. :

    SHOP INFORMATION : https://www.native-instruments.com/en/shop-information/

    TERMS AND CONDITIONS : https://www.native-instruments.com/en/company/legal-information/terms-and-conditions/

    TERMS OF SERVICE : https://www.native-instruments.com/en/company/legal-information/terms-of-service/

  • Kubrak
    Kubrak Member Posts: 2,750 Expert
    Answer ✓

    If you have not registered Licence in Native Access, it should be possible to get refund, I guess. I do not know.

    If you have registered it in Native Access, it might be more difficult.... Maybe still possible, but I sort of doubt it.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,830 mod
    Answer ✓

    @Pascal MOURARD My colleagues should get back to you soon. We're in the middle of the biggest sales special of the year, the time replies are affected.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 1,607 mod
    edited December 2023 Answer ✓

    It is possible that you can have a refund. But it is very important that you have not added the product to account and that you have not started any downloads or other use of the product.

    However I do not work here I am just another user so I can not guarantee anything.

    If you have already contacted customer service then give them a total of seven days to respond and if you have not received any answer then politely update your ticket. It is my personal understanding that N.I. in general are kind to customers where there is room for it so try to stay positive until at least if you should receive a negative answer. Personally I think that there is good chance that your request will be granted !

    I could start quoting rules but since there are special rules for software then it is a bit hard to understand but as far as I can see then you loose your right to withdrawal the moment that you redeem the key and start to download.


    Ref. :

    SHOP INFORMATION : https://www.native-instruments.com/en/shop-information/

    TERMS AND CONDITIONS : https://www.native-instruments.com/en/company/legal-information/terms-and-conditions/

    TERMS OF SERVICE : https://www.native-instruments.com/en/company/legal-information/terms-of-service/

  • Kubrak
    Kubrak Member Posts: 2,750 Expert
    Answer ✓

    If you have not registered Licence in Native Access, it should be possible to get refund, I guess. I do not know.

    If you have registered it in Native Access, it might be more difficult.... Maybe still possible, but I sort of doubt it.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,830 mod
    Answer ✓

    @Pascal MOURARD My colleagues should get back to you soon. We're in the middle of the biggest sales special of the year, the time replies are affected.

  • Pascal MOURARD
    Pascal MOURARD Member Posts: 2 Member

    Thanks a lot ! Refund is on the way...

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