Typical expected response time for NI support for refund

Naqi

Hi, hope all is well. This was my first time purchasing an NI product and I want to cancel the item before it ships out. How long does NI Support take? It’s been about 5 days and I do understand as it is big sale and holiday season right now but was just wondering if I can refuse the order when it ships out, will it get cancelled and refunded back that way?

Jeremy_NI

@Naqi My colleague just got back to you. The shipment was cancelled and you should get your money back in the next few days.

Kubrak

It may take few hours to few (two, three) days in normal season. At Sale Time add few more days. And weekends do not count in.

D-One

What did you buy? After 5 days it certainly has already been shipped unless you get lucky and it went out of stock, you kind of picked the worst time of the year to cancel an order but NI is usually very accommodating with this sort of stuff from my experience. You will have to wait to find out.

If I am not mistaken the law says you can return anything in 14 days in the US and in EU 30 days, not sure about other countries but most seem to be on the same page as the EU.

Naqi

Hi @D-One, I purchased the maschine mikro on the website, and I live in Canada. I agree it’s not the best time tbh but also at the same time it’s the best time to purchase their products rn . U think I can refuse the shipment when it arrives and get a refund that way if they don’t respond?

PoorFellow

https://community.native-instruments.com/discussion/comment/116073#Comment_116073

The absolutely first thing to do if you want to cancel a purchase is to get in contact with support and ask them to cancel the purchase and shipping if you get to them in time ! : Webshop & Orders support : https://bit.ly/NISupport_OP

I don't know if it will help to call for Jeremy , but I will leave that decision to D-One this time !

Naqi

@PoorFellow Yup already did that it’s been a few days, last Thursday I did it

D-One

Sure we can tag @Jeremy_NI , maybe he gives some insights on what to suggest in such cases, just wait for support to reply or if theres some action the user is able to do to in order to avoid getting too close or past the 14 day return period.

https://community.native-instruments.com/discussion/comment/116073#Comment_116073

Refusing sounds like a gamble, it could just immediately be returned to them or might just get send to some mailing storage facility and make the whole process longer. I would not risk it without NI's confirmation.

Jeremy_NI

@Naqi My colleague just got back to you. The shipment was cancelled and you should get your money back in the next few days.

Naqi

Thank you so much@Jeremy_NI . I hadn’t realize that a local in my area sells them also at the sale price brand new, and I was tryna save ad much money as I could, ie avoid shipping fee,customs etc . Thanks all for the help!