Just had a customer demanding a refund because he "doesn't like" the scene he purchased. I'd be interested to know what others think of his request (both producers and customers opinions).

My view is the product isn't defective, and has sold over 150 copies with not a single complaint, and therefore doesn't warrant a refund, especially as he has already viewed the scene in order to arrive at his conclusion.

If he went to the cinema and didn't like the film he watched he wouldn't get a refund. If he bought a movie on Apple or Prime he wouldn't get a refund once he had hit play, so am I right in refusing him?

(My opinion) If there was a genuine and unpublicised fault affecting the video or image quality of a scene then a refund should be the right way to go. In any other circumstances no!

@RickA exactly. All he has told me is he doesn't like it!

100% no refund!!
its not as if people dont know what to expect from your scenes and there are always plenty of preview pics and a trailer so

Tell him to **** off. May be worth asking admin if this person has previous. It's quite possible that this has happened before. Who knows if the 'customer' is just a grifter after freebies.

Whilst I agree with all of the responses in this thread from both a legal and moral perspective, another component is the commercial consideration.

If the buyer is very likely to go out and cause you reputational damage, and if you think this could affect future sales, a gesture of goodwill (another scene of their choosing) could be a free way to prevent that risk without affecting your revenue.

Assuming they will have no impact on your business, doing nothing may feel right too.

Wish you luck with your decision.

Thanks everyone, he appears to have accepted my no refund stance and has released a tad more info on his reasons for asking for one in that "there was a lot going on and the acting was slightly underwhelming"

I'm guessing we won't be getting an Oscar nomination from him then.

I've bought plenty of scenes I was disappointed in. You suck it up and move on

If it's a customer, who had bought already plenty of stuff, well, then one could come to the conclusion, that a completely voluntary refund could be considered. Otherwise: it's like going to the cinema, where you expect something and afterwards are perhaps disappointed: bad luck, aka: no refund.

I've purchased probably way too many videos through UMD and other sources, and although on extremely rare occasions I might be a bit disappointed, I'd never think of asking for my money back because I "didn't like" the video. That's like going to a restaurant, eating everything on my plate, and then telling the waiter I'm not going to pay because I "didn't like" the dish. If the seller in good faith describes the video accurately and I purchase the video based on that description, then sorry, no fault on the seller's part.