Softube Customer Service Stinks

Just wondering if any of you guys have had issues with Softube. This isn't to say that their products aren't fantastic but so far, their customer service has been lacking for me. I ordered one of their plug-ins and before I installed it or used the activation code, I decided I didn't want it. Stupid? Yeah maybe but that's what happened. So, I asked for a refund and they just keep telling me how to install the plug-in. I've asked them point blank if they're refusing to refund my money but they don't seem to want to hear it. So, each time they send me another "this is how to install it" I send a reply back that I don't want it and to Please just refund my money. Am I being an asshole or are they?

It looks like you are entitled to a refund: "The Customer has the right to cancel any pending orders - without giving any reasons - up to 2 weeks after receiving the goods. Canceling an order within this period terminates the order. To meet this deadline, it is sufficient to send your cancellation within the cancellation period. The Customer may cancel the order in writing or any other permanent method of data transmission e.g. by sending a letter, fax or e-mail. The Customer may also cancel the order by returning the goods."

Not for online downloads.

Yup, I finally got a straight answer and there are no refunds on any of their software. I was able to download the installer directly (without going through Gobbler) and install it with my iLok.

Forgot to mention,.. I guess they are having issues with Gobbler MarketPlace so lot of the folks who bought software during the Black/Cyber days were having problems.