Can you help with non-uk software?

QOn 18 July I received an offer from Hallmark to upgrade my Hallmark Card Studio Deluxe 2017 software for $35.95, plus some other associated downloads. But after downloading I found everything was related to US sizing, so I can’t use the software. None of my emails to Hallmark asking for a refund or a European version have been answered. Can you help? Barry Whitake

AWe’ll try, but under the Consumer Contract Regulations Barry had 14 days in which to reject the software for a refund. He lost this right when he downloaded the software, which counts as ‘using’ the software. But Barry could argue that he couldn’t have known the sizing was USspecific until he downloaded it.

We do sympathise because we feel it’s misleading for companies to target customers in one country with goods designed for another. Because Hallmark has a UK base, we’re going to see whether Barry can claim a refund using UK law.

In cases like these, companies often issue goodwill refunds. We’ll ask Hallmark for one.