Refund policy
Everything we sell is a digital software license delivered by email. A license key cannot be returned once it has been sent: we have no way to take it back or to know whether it has been copied, used or shared. This policy explains what that means for you.
The short version
- All sales are final once your key has been delivered. We do not offer refunds for a change of mind, for buying the wrong edition, or for a product you no longer need.
- If your key does not work, we fix it. Report it within 30 days with proof of the error and we replace the key. If we cannot replace it, we refund you.
- If your key has not been sent yet, you can cancel and get a full refund.
Before you buy
Because every sale is final, please check that you are buying the right product. The most common mistake is buying an edition that does not match what is installed on the computer (for example a Pro key for a Home installation). If you are not sure which edition or license you need, contact us before ordering. We answer these questions for free.
Cancelling before delivery
If you have paid but have not yet received your key, contact us straight away. We will cancel the order and refund you in full. Once the key has been sent, the order can no longer be cancelled.
Keys that do not work
If a key we sold you does not activate, or stops working through no fault of your own, write to us within 30 days of purchase (7 days for keys that are added to a Microsoft account during setup) with:
- your order number, and
- a screenshot of the activation screen showing the error message or error code. A short screen recording of the activation attempt helps us resolve it faster.
We check the key and the error. Most activation problems come from an edition mismatch and are solved by installing the correct edition, with no replacement needed. If the key itself is at fault, we send you a working replacement free of charge. If we cannot supply a working replacement, we refund you in full.
We cannot replace or refund a key without proof of the error, or where the key failed because it was shared, used on more devices than the license allows, or used with unofficial activation tools. Full details are in our Warranty.
Our mistakes
If we delivered a different product from the one you ordered, or you were charged twice for the same order, contact us and we will correct it with the right key or a refund.
How refunds are paid
Where a refund applies, it is issued to the original payment method. How long it takes to appear depends on your bank or card issuer, typically five to seven working days.
Chargebacks
If something is wrong with your order, please contact us before opening a dispute with your bank. A chargeback on a delivered digital key is slow for you, and in almost every case the problem is something we can solve directly within a day.
Your statutory rights
If you are a consumer in the European Union, the United Kingdom or another country with similar rules: by placing an order you request that we deliver your key immediately, and you acknowledge that your right to cancel ends once the key has been delivered. Nothing in this policy removes other rights you have under the consumer law that applies where you live.