This Refund & Returns Policy applies to all digital software products sold by Keys Experts. As our products consist of digitally delivered software licence keys, traditional physical returns are not possible. We are committed to providing genuine software licences and customer-focused support. If you experience any issue with your order, our support team will work with you to resolve it promptly. Refunds and replacements are available in the circumstances described below.

1. Eligibility for Refunds & Returns

We understand that issues can occasionally occur. Before issuing a refund or replacement, we may first provide reasonable troubleshooting to verify and resolve the problem. Refunds or replacements will be considered in the following situations:

1.1 Non-Working or Invalid Product Key

• If your product key is invalid or does not activate, we will first provide technical support to resolve the issue.
• If the issue cannot be resolved, we may offer a replacement key, store credit or a refund, depending on the circumstances.
• You may be required to provide proof of the activation error, such as screenshots of the error message, error code, activation window or other relevant evidence.

1.2 Product Not Delivered

• If your order has not been delivered within the timeframe stated in our Delivery Policy and our support team cannot resolve the issue, you may be eligible for a replacement or refund.
• Before requesting a refund, please check your spam/junk folder and ensure that the email address provided during checkout is correct.

1.3 Duplicate Purchase

• If you accidentally purchase the same product more than once, please contact us as soon as possible.
• Where the licence key has not been used, we may, at our discretion, issue a refund or exchange the duplicate purchase for another eligible product.

1.4 Incorrect Product Purchase

• If you purchased the wrong product and the licence key has not been activated or redeemed, please contact us immediately. We may, at our discretion, exchange the product for the correct licence.
• Refunds or exchanges are generally not available once a licence key has been activated or redeemed.

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2. Non-Refundable Situations

We do not issue refunds in the following cases, unless otherwise required by applicable law:

2.1 Activated or Used Licence Keys

• Once a licence key has been successfully activated or redeemed, it is considered fully delivered and cannot normally be refunded or exchanged.
• We cannot issue refunds where a licence has already been linked to a Microsoft account, device or other software account.
• Please ensure you have selected the correct product before completing your purchase.

2.2 Change of Mind

• Refunds are not available where you simply change your mind after receiving your digital product.
• This includes purchases made in error after successful delivery of the licence key, unless otherwise required by applicable law.

2.3 Incompatibility Issues

• Customers are responsible for ensuring that the selected product is compatible with their intended device, operating system, edition, version, language, platform and region before purchasing.
• Refunds cannot be issued where a product is incompatible due to incorrect selection by the customer.
• We are not responsible where Microsoft’s own system requirements, device restrictions or software limitations prevent installation or activation.

2.4 Third-Party Software or Modifications

• If the product key was invalidated or prevented from activating due to third-party software, malware, unauthorised system modifications, corrupted installations or unsupported activation methods, we are not responsible for issuing a refund.

2.5 Bulk Orders & Business Purchases

• Refunds for bulk or business purchases are considered only where we confirm that one or more supplied licence keys are defective.

2.6 Resolution Options

• Where a genuine issue is confirmed, Keys Experts may provide technical assistance, a replacement licence key, store credit or a refund, depending on the circumstances.
• Our aim is always to resolve issues in the quickest and most practical manner for our customers.

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3. How to Request a Refund

3.1 Steps to Submit a Refund Request

If you believe you are eligible for a refund, please follow these steps:

1. Contact Our Support Team:

   • Email us at [email protected] with the subject line “Refund Request – Order #[Your Order Number]”.

2. Provide Required Information:

   • Your order number.
   • A description of the issue.
   • Screenshots of the error message during activation.
   • Any relevant Microsoft error codes, activation screenshots or installation details requested by our support team.

3. Support Team Verification:

   • Our support team will review your request and may provide troubleshooting assistance.
   • We may request additional information or evidence to investigate the issue properly.
   • If we confirm the issue, we will offer an appropriate resolution, which may include a replacement key, store credit or refund.

4. Refund Processing:

   • Approved refunds are normally processed within 3–5 business days.
   • Once processed, additional time may be required by your bank or payment provider before the funds appear in your account.
   • Refunds will be issued only to the original payment method used for the purchase.
   • We cannot issue refunds using an alternative payment method.

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4. Chargebacks & Disputes

4.1 Chargebacks

• If a chargeback or payment dispute is filed without first allowing our support team a reasonable opportunity to resolve the issue, we reserve the right to suspend or permanently close your customer account and decline future purchases.
• We encourage customers to contact our support team first before filing a dispute, as most issues can be resolved quickly through support.

4.2 Fraudulent Refund Claims

• Where a refund request or chargeback is determined to be fraudulent, we reserve the right to deny future transactions, report the matter to the relevant payment provider and take legal action where appropriate.

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5. Consumer Rights

Nothing in this Refund & Returns Policy limits or excludes any statutory rights available to consumers under applicable law.

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6. Need Assistance? Contact Us

For refund and return requests, please contact our support team:

• Email: [email protected]
• Website: www.keysexperts.com
• Live Chat: Available on our website

We are dedicated to customer satisfaction and will work with you to resolve any issues as quickly as possible.

This Refund & Returns Policy was last updated on 18 June 2026. By purchasing from Keys Experts, you acknowledge that you have read, understood and agreed to this policy.