Refund and Returns Policy

Everything sold here is a software licence delivered by email. Nothing is posted, so there is no parcel to send back and no return address. That changes what a refund can sensibly mean, and this page sets out how we handle it.

How delivery works

Once your payment is confirmed, your licence key and the download link are sent to the email address on the order. This normally happens within a few minutes.

If it has not arrived:

• Check your spam or junk folder, and any “Promotions” or “Updates” tab. Automated email with a key in it lands there more often than anywhere else.
• Check the address on the order. A typo in the email address is the single most common reason a key does not arrive, and we cannot see that the address is wrong until you tell us.
• Write to [SUPPORT EMAIL] with your order number and we will resend it. A missing delivery email is not a reason to lose the licence you paid for.

If the key does not work

Tell us before you do anything else. Email [SUPPORT EMAIL] with your order number, the product name, and the exact error message you are seeing — a screenshot of the activation screen is ideal, because the error code on it usually tells us what has gone wrong straight away.

Most activation problems have a fix that takes a couple of minutes, so we will try to sort it out first. If the key genuinely cannot be made to work, we will issue a replacement key. If we cannot supply a working replacement either, you get your money back in full. You will not be left holding a key that does nothing.

When you can have a refund

We will refund an order in these situations, provided you contact us within [REFUND WINDOW] of the purchase:

• The key was never delivered and we are unable to deliver one.
• The key is faulty or already used, and we cannot supply a working replacement.
• You were charged more than once for the same order, or a duplicate order was placed by accident and the extra key has not been redeemed.
• You were charged but the order did not complete and no key was ever issued.
• The product is materially not what the listing described — a different edition, a different licence length, or a platform it does not actually support — and you have not redeemed the key.
• You changed your mind and the key is still unredeemed. If you have not used it, tell us within [REFUND WINDOW] and we will cancel the licence and refund you.

When a refund is not available

The one that matters most: a licence key that has already been redeemed or activated cannot normally be refunded. Redeeming a key consumes it. We cannot take it back, cancel it, or resell it, so at that point the licence has been delivered and used in full.

We also cannot refund:

• A change of mind after the key has been redeemed.
• Buying the wrong product and redeeming it anyway. Check the listing before you activate — and ask us first if you are unsure which edition you need.
• Software that runs correctly but does not do something you hoped it would, where the listing never said it did.
• A machine that does not meet the system requirements shown on the product page.
• Problems caused by other software, a damaged operating system, or hardware faults on your own machine, where the licensed software itself is working as intended.
• Requests made long after the purchase, once the window above has passed, unless the key itself has failed.

If your situation is not on either list, write to us anyway and explain it. These rules exist to be fair in the ordinary cases, not to win arguments in the unusual ones.

How to ask for a refund

Email [SUPPORT EMAIL] and include:

• Your order number.
• The product the request is about.
• What went wrong, and whether the key has been redeemed.
• A screenshot of any error message, if there is one.

Send it from the email address on the order where you can, as that is the quickest way for us to confirm the order is yours. We will look at it and reply as quickly as we can.

How the money comes back

An approved refund goes back to the payment method you used. We cannot send it anywhere else — not to a different card, not to a different account.

We start the refund at our end as soon as it is approved. How long it then takes to appear is down to your bank or payment provider rather than us, and it is normally a few working days. If the money has not shown up well after that, contact us with your order number and we will send you the refund reference to take to your bank.

Cancelling before delivery

If you want to cancel an order, write to us immediately. If the licence key has not yet been issued, we can cancel it and refund you in full. Once the key has been sent, the sections above apply instead.

Your legal rights

Nothing on this page takes away rights you have under consumer law. Where the law gives you a stronger remedy than this policy does, the law wins.