S61 MK3 Return - Requesting Shipping/Prepaid Label

lades.world

Hey NI team/community,
I recently requested to return a hardware item within the 14-day window, and while I appreciate NI accepting the return, I was told I have to cover shipping myself.

I’m in Toronto, Canada, and I’ve checked with FedEx – it’s going to cost me over $400 CAD to ship it back to California with the cheapest International Economy. Meanwhile when I paid shipping it was $50. I knew ahead of time through the return policy that we’d be responsible for the cost of shipping but the wording didn’t say they wouldn’t arrange it/send a label and that shipping would cost me more than the actual price of the unit….

I get that it’s considered an elective return, but this cost feels really unfair and makes it hard to follow through. I’m kindly asking if NI could provide their prepaid return label, even if it’s deducted from my refund. That would make a huge difference.

Has anyone else run into this? Would love to hear if NI has been able to help others in similar situations.

Thanks

PoorFellow

https://community.native-instruments.com/discussion/46235/s61-mk3-return-requesting-shipping-prepaid-label

Sorry , but the forum can not help with answering something like this. Please contact N.I. Support (all) and politely make your case and hope for the best.

I am not a N.I. employee so I do not know what is the answer and I have no idea either what N.I. will respond. The forum customer care are off for the weekend but they do not handle stuff like this either so you really need to ask support. Support doesn't work weekends either as far as I know and there is a sale going on which will delay a response also.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

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