Refunds & replacements
A licence that doesn't work is our problem, not yours.
If a key won't activate
Contact support with your order number and the last five characters of the key. We check it against our records and, where the licence is at fault, issue a replacement from stock immediately.
Your original purchase record is always kept. A replaced key is marked as replaced in our system and the new key is logged against the same order, so your history stays complete.
Refunds
Because licences are delivered instantly, the right to cancel a digital purchase ends once the key has been revealed to you. We will still refund you where a licence cannot be made to work and no replacement is available, or where you were charged in error.
Refunds go back to the original payment method. We keep the full record of the original order, the payment and the refund.
Duplicate payments
Payment capture is processed once per order. If your bank or PayPal shows a duplicate, contact support — the second attempt will not have created a second order or a second licence.
Out-of-stock situations
If we cannot allocate a licence automatically, your order is marked with a fulfilment exception and our team completes it manually. You can also ask for a full refund at that point.
Questions about this page? Talk to our support team.