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xaanaax

macrumors member
Original poster
Jun 10, 2012
34
53
Chester
I bought video editor app LumaFusion for iOS for £30, I tried editing a video but it doesn’t work, I contacted their support and sent a sample video I’m trying to work with, they said they can reproduce the issue but don’t know why it doesn’t work and suggest encoding the video on PC with a different codec.
I requested a refund next day via the website and it was rejected.
I went on Apple chat support and they said because I already requested a refund and it was rejected they cannot change that decision and there’s nothing they can do.
I’m stuck with a useless app and no refund…
Any ideas what can I do to get a refund?
 
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GaryGnu

macrumors member
Nov 6, 2019
68
99
I accidentally clicked on 'buy' a good number of years ago (new iPhone 6), and immediately called Apple for a refund. They denied it. My credit card company, on the other hand, issued a charge back for it. Apple didn't like that very much, so they blocked my credit card. My credit card company gave me a new card number to use with Apple.
 
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xaanaax

macrumors member
Original poster
Jun 10, 2012
34
53
Chester
I just don’t understand how they can deny it. I think I should have selected “Right of withdrawal “ instead of “My purchase does not work as expected” when requesting the refund.
Anyway I’m contacting my bank as well and I’m sure they will refund it, they already put a block on my card in Apple for a year 😅
 

laptech

macrumors 68040
Apr 26, 2013
3,741
4,138
Earth
I was checking out some UK websites on the matter:-




It appears that in the UK with digital goods, you are not entitled to a refund unless you can prove the digital item is faulty. This is a section from Citizens advice:

Get a refund​

If the company won’t fix the problem or are taking too long, you can ask for a refund. You can still keep the digital product even if you get your money back.

You could try asking for a full refund, but the law doesn’t give you the right to one like it does with faulty goods.

Reading your posts it appears the app is not faulty/defective, it does not work with your specific file, therefore the app developer is well within their rights under UK law to refuse a refund because the app is not faulty or defective, unless you can prove otherwise.

Citizens Advice does say that if a consumer has no luck getting a refund then they could try a 'chargeback' with their bank or credit card.
 

xaanaax

macrumors member
Original poster
Jun 10, 2012
34
53
Chester
Reading your posts it appears the app is not faulty/defective, it does not work with your specific file, therefore the app developer is well within their rights under UK law to refuse a refund because the app is not faulty or defective, unless you can prove otherwise.
Well, I'm trying to edit a video compressed with H264 codec that they say it is supported, so it should be working.
Also there is an error message when I try to redner the video anyway, it gives me an option to optimise it, but when I tap the button to do that, the app crashes and takes me back to home screen.

Anyway I wasted enough time on apple chat, then speaking with my bank (in the end they told me they can't provide a refund because they can see I bought it on my iPad), then speaking with apple senior advisor, waiting on hold while he was trying to dispute it with their accounts department, only so he can tell me again they can't provide a refund because this app is not eligible...

Problem with an app, software or download

Your right to a refund or repair if there’s a fault with digital content like software, downloads and apps www.citizensadvice.org.uk
I've read this, it's on apple website to contact RetailADR for disputes, but on RetailADR apple is not listed anymore as a retailer.
Next step is to choose ADR myself but it doesn't look like there is any for digital purchases...
Next step is to go to court.

I could try again with my bank and that chargeback but I think I'm not going to bother at that point.

Anyway, lesson learned, Apple doesn't give refunds for apps in UK and even your bank can't help you.
 

laptech

macrumors 68040
Apr 26, 2013
3,741
4,138
Earth
Well, I'm trying to edit a video compressed with H264 codec that they say it is supported, so it should be working.
Also there is an error message when I try to redner the video anyway, it gives me an option to optimise it, but when I tap the button to do that, the app crashes and takes me back to home screen.

Anyway I wasted enough time on apple chat, then speaking with my bank (in the end they told me they can't provide a refund because they can see I bought it on my iPad), then speaking with apple senior advisor, waiting on hold while he was trying to dispute it with their accounts department, only so he can tell me again they can't provide a refund because this app is not eligible...


I've read this, it's on apple website to contact RetailADR for disputes, but on RetailADR apple is not listed anymore as a retailer.
Next step is to choose ADR myself but it doesn't look like there is any for digital purchases...
Next step is to go to court.

I could try again with my bank and that chargeback but I think I'm not going to bother at that point.

Anyway, lesson learned, Apple doesn't give refunds for apps in UK and even your bank can't help you.
I am assuming you went through Apples refund process here https://support.apple.com/en-gb/HT204084

with the result being they turned you down, correct?
 

laptech

macrumors 68040
Apr 26, 2013
3,741
4,138
Earth
Is it not worth continuing to talk with the app developer as to why the app will not work with your specific file and give them the chance to figure out the problem? because I am wondering if that is the reason why your refund has been refused because the app is not faulty per se, it just will not work with your specific file and thus you went straight for a refund rather than giving the app developer a chance to fix the problem.
 

xaanaax

macrumors member
Original poster
Jun 10, 2012
34
53
Chester
I am assuming you went through Apples refund process here https://support.apple.com/en-gb/HT204084

with the result being they turned you down, correct?
Correct.

Is it not worth continuing to talk with the app developer as to why the app will not work with your specific file and give them the chance to figure out the problem? because I am wondering if that is the reason why your refund has been refused because the app is not faulty per se, it just will not work with your specific file and thus you went straight for a refund rather than giving the app developer a chance to fix the problem.
I can’t be bothered anymore I’m so annoyed.
I did email the developer first, sent the video file I was working with which they say is supported, he came back saying he can reproduce the issue but doesn’t know why it isn’t working and suggested using a different codec. I’m not doing that as I already have like 12 hours of videos and would take me days encoding them again.
 

laptech

macrumors 68040
Apr 26, 2013
3,741
4,138
Earth
Correct.


I can’t be bothered anymore I’m so annoyed.
I did email the developer first, sent the video file I was working with which they say is supported, he came back saying he can reproduce the issue but doesn’t know why it isn’t working and suggested using a different codec. I’m not doing that as I already have like 12 hours of videos and would take me days encoding them again.
If that is all the dev can do is say use a different codec then I would hope you go on various review websites and give the dev a bad review and keep doing so. It is pure laziness on the dev's part to say they can reproduce the fault but not do anything to fix it.

Edit: Went to the apps page in the app store and looked at it's description and what I saw right down the bottom made me laugh based on what I read in your posts and on the app page it says 'Exceptional Free Support'. Free support you got but exceptional?? not a chance. Telling a customer to use a different codec than fix the problem at hand is not what I would call 'Exceptional'.
 
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