Bought for a special purpose, not working as assured by developer, no refund

Hello,

I’m so sorry about the disappointment you must feel at this time. We completely understand that our plugin would not be the perfect solution for everyone and that what works perfectly within one WordPress environment may not work in another.

We did assume wrongly that the solution would work perfectly within your WordPress environment and we’re truly sorry about that. This led us to offer to grant you a full refund immediately we came to this realization but we got no response from you. Our assumption (as with many cases we have seen) was that you found another use for our plugin outside of your initial requirement.

It has been 3 weeks since we offered to fully refund your purchase before you submitted a refund request and unfortunately, you were already outside of the timeframe stated on our refund policy.

My teammates and I show up every workday, committed to making our products and the experiences our customers have using them a positive one. It’s rather unfortunate that we somehow lost that with you.

I’m indeed sorry.

Best regards.
?Adeniran.

The statement contained in your answer is COMPLETELY NOT true (I can document everything I assert).
Your 7 day return policy is right to apply in a different situation: it must apply when someone buys your product WITHOUT asking you first if it meets their needs.
In my case I specifically asked you to give me a guarantee that it would do what was requested BEFORE PURCHASING, and you assured me (IN CHAT AND VIA EMAIL) that it would work SAFELY, obviously not allowing me to test the requested function before paying. In this case you HAVE OBLIGED ME to pay to get a NON EXISTING function, so you MUST refund me IN ANY WAY, regardless of the date of request: the function you told me to be present is not there and therefore you made me buy giving me an indication NOT TRUE.
I did not reply in the time required by your refund policy due to many other work tasks I had to follow.
Now I bought a useless product: you told me it worked, and I bought it EXCLUSIVELY for this option (no other use possible, we ONLY have that type of product where the plugin cannot be used !!)
I think there is nothing more to say to describe how unreliable and absolutely not serious your handling of this situation has been.
I will never buy from you again.

Hello,

I’m very sorry we got here with you.
We have gone ahead to refund your purchase. We should have sent you reminders or at least have resounded that there was a 7-day refund policy when we offered to fully refund you to keep you abreast of potential pitfalls. We take full responsibility and apologize.

If you ever change your mind about purchasing from us, we hope your experience would be turned around.

Best of luck.
Adeniran.

I would like to point out that we were only refunded after posting a (justified) negative review here. We first sent you numerous emails directly in which we wrote exactly what we wrote in this review, but we were only refunded after the situation went public. The time we wasted writing all the emails sent previously cost more than the plugin cost … You could have done it sooner, without wasting time and avoiding a bad impression.

Sincere apologies, once again.