Purchased HD video clip is not HD, very soft and unusable

[Steve29911997gyh0]

I purchased the clip "Scary Dark Castle" AdobeStock_56581200, it is supposed to be HD but the clip I received is unusable, very soft and blurry and definitely not HD resolution. Is it possible to get a refund?

[Jill_C]

Perhaps @Contributor1 can look into this for you.

[Ferryporsche]

it doesn't look like real animation, it created after effect and rendered 720p  This is not a video, it's a motion picture.

[Contributor1 · Accepted solution]

Hello, the HD Preview should give you a good sense of the detail for the video you're licensing. It looks like the resolution we deliver is HD, however I agree the video is soft and blurry... that could be due to up-scaling or an intentional animation style. For a refund you will need to follow the refund steps below. (as I don't have access to provide a refund for this license type) Thank you for the report and sorry for the problem with the video.

For a refund:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

[Steve29911997gyh0]

Thank you for this response. I have already tried using the chat window to ask for a refund but it is completely useless and does not understand anything I ask about refunds.

[Abambo]

Type “agent” to get an agent.