MK3 Refund Request

Alpepper1

Hello I tried to contact Native Instruments many times for returning my Mk3 but no answers and not clearer responses. I submitted the requests between the 14 days range and finally someone replied yesterday. Saying this : Toni @ NI (Native Instruments)

May 10, 2024, 06:32 GMT+2

Hello,
 
As a one-time courtesy as this request was made within 14 days of purchase, we would be willing to take back your Native Instruments hardware unit for a refund. In order to complete this return, we ask that you simply ship the item to the address below in it's original packaging. Please notate the RA number on the outside of the box

Is this normal?

Also why they say one time courtesy? I did request the item on time, is not my fault if the company doesn't address my issue on time. Shouldn't the company being responsible for the lack of communication and offer a free return? Why I should pay the shipping back?

Thanks for clarifying!

Best
 

BIF

It is standard operating procedure for the customer to pay for the shipping back to the seller.

Make absoutely certain that the RA number (often referred to as an RMA#) is CLEARLY written on the outside of the package, and I would also include the item on a card or removable sticker right on the unit.

Even small companies might not be able to do anything with a return sent back without the RMA, so don't make that part harder than it needs to be.

I wouldn't be concerned about the "one time basis" language. Just return the item and get your money back. You're not going to do this all over again, are you? Not if you're asking for your money back.