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Native instruments refund the purchase ?

catibi79

catibi79

Cari Tibor
2 days ago I bought on the Native Instruments website the Heavocity’s special offer cinematic composition tools The Big Screen Collection by mistake. I did not notice that I had already bought most of the bookstores in the past. Like: Gravity, Damage Drum Kit, and Mosaic Bass. We only had: Vocalise 3 and Mosaic Leads. I wrote a support with the hope that one can be refunded the purchase. But I haven't received any answer yet. Have you had this experience before? Could it be solved?
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After a few days, Native Instruments answered me:

"We understand that you may have specific preferences regarding the bundle contents and pricing, and we are unable to accept your return request for the download item you purchased. We have carefully reviewed your case and as per our policy, all download sales are considered final, regardless of registration status."

I paid 300 euros for 2 products that cost approximately 150. This is not fair. For the other 3 products, (Gravity, Damage Drum Kit, Mosaic Bass ) I have another set of serial numbers. What can I do with them?
 
I appreciate Native Instruments' transfer policy and the fact that it doesn't involved any fees. Still, wouldn't it be possible for them to give you a heads-up on products you already own? Many other companies do this.
 
If it's a Heavyocity product then their policies apply, not NI's. No idea if they allow returns or reselling. Looks like they don't.

Edit: corrected 4 errors.. lol
 
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catibi79 said:
After a few days, Native Instruments answered me:

"We understand that you may have specific preferences regarding the bundle contents and pricing, and we are unable to accept your return request for the download item you purchased. We have carefully reviewed your case and as per our policy, all download sales are considered final, regardless of registration status."

I paid 300 euros for 2 products that cost approximately 150. This is not fair. For the other 3 products, (Gravity, Damage Drum Kit, Mosaic Bass ) I have another set of serial numbers. What can I do with them?
Click to expand...
I would remind them of the EU's distance selling regulations which provide a 14-day cooling off period. I think they have that tick box which is meant to imply you waive those rights but very often in these situations that isn't the case as courts tend to take a dim view of those clauses. This might not make them budge on the basis that you won't take them to court over it because it isn't worth it, but it might make them relent. They're basically being a bit shortsighted taking the stance they have because it's a great way to dissuade a customer from buying from them in the future.

I'm assuming you're in the EU as you paid in euros and that you haven't downloaded the content.

europa.eu

Guarantees, cancelling and returning your purchases - Your Europe

How to claim the 2-year guarantee for EU purchases, get a repair, replacement or refund, how to cancel orders made outside shops (online, by phone, mail order).
europa.eu europa.eu

And if they claim you're past the deadline, remind them you asked to do a return in the first place and that if you didn't mention the DSR, that isn't your fault.
 
They have refunded me in the past, but that was with native instruments products. I hope you can get this resolved in a way that best suits you.
 
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gamma-ut said:
I would remind them of the EU's distance selling regulations which provide a 14-day cooling off period. I think they have that tick box which is meant to imply you waive those rights but very often in these situations that isn't the case as courts tend to take a dim view of those clauses. This might not make them budge on the basis that you won't take them to court over it because it isn't worth it, but it might make them relent. They're basically being a bit shortsighted taking the stance they have because it's a great way to dissuade a customer from buying from them in the future.

I'm assuming you're in the EU as you paid in euros and that you haven't downloaded the content.

europa.eu

Guarantees, cancelling and returning your purchases - Your Europe

How to claim the 2-year guarantee for EU purchases, get a repair, replacement or refund, how to cancel orders made outside shops (online, by phone, mail order).
europa.eu europa.eu

And if they claim you're past the deadline, remind them you asked to do a return in the first place and that if you didn't mention the DSR, that isn't your fault.
Click to expand...
Depends if he downloaded the libs or not as you waive your rights by downloading

online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance
Click to expand...
 
Jrides said:
They have refunded me in the past, but that was with native instruments products. I hope you can get this resolved in a way that best suits you.
Click to expand...
Yeah, my past experience along these lines suggests that NI is more agreeable to helping if you're talking about an NI product. If it's a third-party product that you bought on the NI site, then that opens up a new realm of what is or isn't allowed.
 
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