@bushido I am the technical guy and can’t speak for business policies. My personal opinion is that all backers are “investors”, with the ability to influence and steer the product, in return getting an early production at a discounted price, with some element of risk. In most other crowdfunding projects, there is not even a possibility to cancel the pledge or return the product.
Now, in order to stand up to the customer support expectation, Philips has decided to offer FULL refund to anyone who doesn’t want it. If the product is not shipped yet, it’s refunded within minutes. If it’s shipped, we must receive the product back, but we still refund the entire amount (product cost + VAT paid to us + shipping cost we paid to send it to you). The only responsibility being placed on you as a backer/investor is the sole cost of shipping it back to us.
Again, my personal opinion is that it’s unfair for backers to expect that Philips will send a projector on a trial basis and pay for everything up to the return, for a crowdfunded product that’s not commercially available yet.
For commercial products there is always this level of support since it goes back up the chain via your local shop. But in Indiegogo case it costs a lot, sometimes 3-digit figure, to send the product to you since we ship individually to thousands of customers all over the world. So I think it’s fair that you share at least the one-way cost of sending it back in exchange for your entire money back and absolutely no other risk.