Refund/return on upgrade - no response!

steveuk Member Posts: 2 Newcomer
edited February 2 in Komplete General

Hi there,

I sent a request to support for a refund/return after upgrading to KOMPLETE 14 ULTIMATE Update DL. I am not happy with the upgrade and so wish to have a refund. I've not heard anything back since I started my support ticket on the 24th Jan. Is there anyone looking into this?




  • Simchris
    Simchris Member Posts: 184 Advisor

    i did not think software was refundable, but could be wrong.

  • PoorFellow
    PoorFellow Moderator Posts: 1,665 mod
    edited February 3

    As SimChris wrote then software is not refundable after having been 'opened' !

    E.g. Quote "Terms and Conditions" for Euro zone:

    Special Notices:

    • 2. a) The right of withdrawal is not in effect for distance contracts for the delivery of audio or video recordings or software insofar as the seals of the delivered data media have been opened by you as well as in the event of distance contracts of digital content which is not supplied on a tangible medium after your express permission that the contract should take effect before the withdrawal period expires whereas you are aware that the right of withdrawal expires when the contract takes effect.
    • b) The right of withdrawal is not in effect for distance service contracts after the service has been fully performed if the performance has begun with your prior express consent, and with the acknowledgement that you will lose your right of withdrawal once the contract has been fully performed by us.

    For a link to the specific "Terms and Conditions" for your place of living please go to this page ! , also you can find the Terms of Service here !

    That said then Native Instruments have the final say on returns so it's always possible that N.I. under special circumstances on their own discretion may offer you a return. But you ought not hold your breath waiting for that to happen and you are well advised not to act as if it is your right if it is not !

  • Ojustaboo
    Ojustaboo Member Posts: 140 Helper

    Out of interest, what did you upgrade from and what is it you’re unhappy with?

    I upgraded from Standard to Ultimate early last year and upgraded from Ultimate to Collectors in the recent sale, and couldn’t be happier.

    Obviously just because I’m happy doesn’t mean you are.

    Their product page does show you a comparison between the versions and you can also go onto any version to see exactly what it is you’re getting

  • steveuk
    steveuk Member Posts: 2 Newcomer
    edited February 4

    I upgraded really just to get Symphobia 1 & 2 working but they now only work with Kontakt 7 which is no use to me because I have so many projects created with Kontakt 5 which they used to work in. I hadn't upgraded in a few versions so thought it might be a good time to get them working.

    With regards to the other sounds I didn't find anything really that would enhance my compositions in any way.

    Now I guess I'm stuck with something I don't like if you are correct. Not great after spending £359

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