Refund and replacement policy
Last updated 1 August 2026
The short version
If your activation key does not work through no fault of your own, we replace it. If we cannot supply a working replacement, we refund you. Contact us as soon as possible after your purchase if a key does not work.
When you get a replacement
- The key is rejected by the publisher's activation server
- The key turns out to be a duplicate, or was already used by someone else
- You were sent the wrong product or edition
- No key arrived by email and it is not in your spam folder
Contact our contact form with your order email and the exact error message or screenshot. Most replacement claims are resolved the same day.
When a refund applies
If we are unable to supply a working key for the product you ordered, you receive a full refund to your original PayPal payment method.
When we cannot refund or replace
- The key works, but the software does not suit your needs — please check compatibility before buying
- The key was bought for the wrong operating system or edition despite the compatibility notes on the product page
- The key has been shared, published, or used outside the licence terms
Because a delivered activation key cannot be "returned" the way a physical product can, we ask that you check the licence type, edition and compatibility notes carefully before ordering.
Incorrect key supplied
If we make a mistake and send a key for the wrong product, we will correct it at no cost — either by replacing it with the correct key or, if that is not possible, by refunding you in full.
Missing delivery
If your key does not arrive, check your spam or promotions folder first, then check your account's My Licences page if you purchased while signed in, or use the secure order link from your confirmation email if you checked out as a guest. If you still cannot find it, contact our contact form and we will resend it.
How to start a claim
Email our contact form with your order email, the product name, and a description or screenshot of the problem. We aim to reply within one business day.