Can I get a refund if I havent downloaded plugin

greenrobo · 2025-07-29T12:44:27+00:00

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I bought Session Guitarist: Electric Mint and started downloading the instrument, until I realised that I could upgrade to Kontakt 8 for the same price and receive a £89 voucher with purchase which would allow me to get Session Guitarist: Electric Mint for free.

I have put in a request for refund but I got an automated reply saying that I can't get a refund as it is a digital product.

https://support.native-instruments.com/hc/en-us/articles/209568149-I-would-like-to-request-a-return-or-refund says "If you haven’t registered or used the product, exceptions can be made." which would counteract the automated reply.

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mykejb

This is something that needs a reply from an official NI person. @Jeremy_NI can probably help here.

greenrobo

In addition, the product is showing as 'Not Registered" on the https://www.native-instruments.com/en/my-account/my-products-serials-downloads/ page

I need to use this instrument today in order to submit a demo. Could I potentially buy Kontakt 8, then use the £89 voucher to 'buy' Session Guitarist: Electric Mint. Register the new copy. And still get a refund on the first copy?

greenrobo

Update, I've had to go and download the project to use as the support staff havent been able to get back to me in time.

Perhaps I am still able to get a refund though due to § 5 Right of Withdrawal of https://www.native-instruments.com/en/company/legal-information/terms-and-conditions/terms-and-conditions-gmbh/ saying You have the right to withdraw from this contract within 14 (fourteen) days without giving any reason.

Would love clarification as to whether I am still able to get a refund and opt for the better deal through the e-voucher :)

Thanks @Jeremy_NI

mykejb

Just under the paragraph you quoted is this one …

2. a) The right of withdrawal does not apply to distance contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery, and to distance contracts for the supply of digital content which is not supplied on a tangible medium, if the performance has begun, and if you have provided prior express consent to begin the performance during the right of withdrawal period and with your acknowledgement that you thereby lose your right of withdrawal.

… although NI are usually pretty good at being a little flexible. Hopefully you'll get things sorted out.

Also, double check the voucher terms to make sure you can use it to get Electric Mint so you don't end up buying the Kontakt upgrade and having to buy EM due to some clause in the terms!

PoorFellow

Jeremy_NI has been absent for the last two days and I have no idea when he is back since his absence is unscheduled. However I think that it is a question that you will have to clear with N.I. Support(all).

Even though that you might not be entitled to a return then if you bought the wrong product then it is possible that Support will still help you , it did however not help that you had to use the product that you wanted to return but only N.I. Support can tell what N.I. Supports answer is going to be. So just make your case politely and hope that they will be able to help-

greenrobo

Yeah I was really hoping that they would get back to me sooner. I needed to use the plugin for a demo I just sent off. What will be will be… But lets hope I am able to get on the good side of support :)

Jeremy_NI

Hey there, unfortunately I can't help here, you'll have to await for my colleagues to reply.

greenrobo

No worries, thanks for getting back to me :)

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