The purchase was July 9, 2021). After my request, I received an email from MAGIX on July 22 saying that they would not cancel the purchase as I requested (ticket number removed by Moderator).

The two communications were less than 14 days apart. The email did not state a reason for not honoring my request, only that they would not. Confused.

@David-Raney I would suggest you open another ticket referencing your old ticket number. Maybe the support employee who handled your case didn't know better and with a new ticket you will probably get another employee. Maybe it also helps if you contact Magix through Facebook.

@David-Raney I would suggest you open another ticket referencing your old ticket number. Maybe the support employee who handled your case didn't know better and with a new ticket you will probably get another employee. Maybe it also helps if you contact Magix through Facebook.

Thanks for the suggestion https://www.magix.info/us/users/profile/SP./. . I did open a second ticket, which was routed to a different person. This person is saying the Terms of Service does not apply to U.S. customers. This sounds a bit odd to me-I would have thought the company has a significant customer base in the U.S.

Edit: After double-checking, I realized the second ticket was routed to the same person as the first one.

@David-Raney - if you purchased it direct from Magix this would be relevant -> https://www.magix.com/us/returns/ - which is a US site, and specifically states 14 day returns. But as it says, these returns policies are only valid if you purchased it from Magix.

Raise it again using the email on the above link, providing the information detailed as well as the above link, quote the text on that page, reference the previous support ticket numbers and the dates raised to show you initially tried to return this within 14 days of purchase.

@David-Raney Usually you cannot refund digital goods (because you could make a copy before returning it) but since your software is bound to your user account and cannot be used without an active registration this is indeed odd from Magix not refunding you. This is poor customer support in my opinion.

I would suggest to you to ask the support employee who worked on your ticket to send your request to the supervisor.

If this doesn't help you are entitled to technical support. The software doesn't seem to work on your computer and the support needs to help you with this.

@sheppo The site says

All MAGIX download versions, encoder upgrades, support vouchers, and shipping costs are non-refundable.

@David-Raney, @sheppo, @SP.

Hi

The 14 day 'cooling off' period is for countries in the EU or EEA as stated in the Terms and Conditions - see extract below

Assuming you are in the US then there are state/FTC rules which may apply, however AFAICS:

1. the FTC 'Cooling off' period, is 3 days from purchase for a full refund.
    
2. Some states have 'cooling off periods, however these apply to 'local purchases'. As the purchase was from a none US state these may not apply.

John EB
Forum Moderator