Refund policy

Everything we sell is a digital software license delivered by email. That changes how returns work compared with a physical product, so this policy sets out exactly where you stand.

The short version

• You have 30 days from purchase to request a refund.
• If your key has not been activated, we refund it.
• If your key has been activated, we cannot refund it — an activated license cannot be returned to stock or resold.
• If your key does not work, we replace it. If we cannot replace it, we refund it, activated or not.

Before you buy

Because a license key cannot be recovered once it has been activated, we would rather help you choose correctly than process a refund afterwards. If you are unsure which edition fits your machine or your licensing position, contact us before ordering. We answer these questions for free.

Cancelling before delivery

If you have paid but not yet received your key, contact us straight away and we will cancel the order and refund you in full. Once the key has been sent, the sections below apply instead.

Delivered but not activated

Within 30 days of purchase, we refund a key that has not been activated. We verify activation status before refunding; this is checked against Microsoft's records, not taken on trust in either direction. Once confirmed unactivated, the key is voided on our side and you are refunded in full.

Activated keys

An activated license is bound to the machine or account that activated it and cannot be resold or returned to stock. We therefore cannot refund it, except in the specific cases listed below.

We refund or replace an activated key when:

• The key is invalid, or was already used when you received it.
• We delivered a different edition from the one you ordered.
• The order was duplicated through a payment or checkout error.
• The product cannot be made to work and we cannot supply a working replacement.

Bought the wrong edition

If you ordered the wrong product — Home instead of Pro, Standard instead of Professional Plus — contact us. If the key has not been activated we will exchange it for the correct one, and you pay or receive the difference in price. If the key has already been activated we cannot exchange it, because the original cannot be recovered. This is the single most common reason people ask for a refund, and it is the reason we would rather answer a question before you order.

Keys that will not activate

Contact us first, with your order number and the exact error message or code shown on screen. Please do not keep retrying a failing key — repeated failed attempts can complicate the diagnosis. Most activation problems are a mismatch between the edition installed and the edition licensed, and are resolved in a single exchange without any refund being needed.

How to request a refund

Write to us with your order number and what went wrong. We will tell you plainly whether a refund applies and why. Approved refunds are issued to the original payment method. How long the money takes to appear depends on your bank or card issuer, typically five to seven working days, and is outside our control.

Chargebacks

If something is wrong with your order, contact us before raising a chargeback. A chargeback on a delivered digital key is slow for you and costly for us, and in almost every case the underlying problem is something we can solve directly within a day.

Your statutory rights

Nothing in this policy removes rights you have under the consumer law that applies where you live. Where that law gives you a stronger right than this policy does, that law applies.