Refund and Return Policy

Last updated: 7 October 2026

This website is operated by PRO SOFTWARE KEY LTD, a company registered in England and Wales under company number 17229557, with its registered office at 128 City Road, London EC1V 2NX.

Everything we sell is a digital software licence key, delivered to you by email. There is nothing to post back to us, so this policy works differently from a shop that sends you a box. Below is exactly what you are entitled to, in plain terms.

1. A 30-day refund for keys you have not used

You may request a full refund within 30 days of purchase if the licence key has not been activated, redeemed or used.

This applies whatever your reason. You do not have to explain yourself. If you simply changed your mind, bought the wrong edition, or found you no longer need the software, the refund still stands, as long as the key is unused.

This is a voluntary commitment we make on top of your legal rights. It is not required by law, and it does not replace anything set out in section 6 below.

2. Keys you have already activated

Once a licence key has been successfully activated or redeemed, it is considered used. The licence has been consumed and is tied to the account or device that activated it, so it cannot be supplied to anyone else. For that reason, a successfully activated key is not eligible for the 30-day refund in section 1.

Two things this does not mean:

• It does not mean a failed activation is treated as an activation. See section 3.
• It does not remove your legal rights if there is something wrong with the key. See section 6.

3. Keys that are faulty, invalid, or were already redeemed

Separately from the 30-day refund, you are protected if the key itself is not what it should be. A key is treated as faulty or invalid if:

• it is rejected by the software vendor’s official activation servers;
• it is reported as already in use or already redeemed when you try to activate it, meaning it had been used by someone else before it reached you;
• it is blocked or revoked; or
• it does not match the product described on the page you bought it from.

Trying to activate a key and failing is not the same as activating it. If you attempted activation and the key did not work, you have not used up anything, and section 2 does not apply to you. You are covered by this section.

Where a key is faulty or invalid, contact our support team first. Most activation problems turn out to be fixable in a few minutes. If we cannot resolve it, we will offer you a free replacement key or a full refund, and the choice is yours. We will not insist on a replacement if you would rather have your money back.

This commitment applies for 30 days from the date of purchase. It does not limit the statutory rights described in section 6, which may last longer.

4. If supply has not begun yet

If you have paid but we have not yet begun supplying your key, nothing has been supplied to you and you may cancel for a full refund. Contact us and we will either send the key immediately or refund you, whichever you prefer.

5. Buying the wrong edition

It happens: the Mac version instead of the Windows one, Home instead of Pro. If the key is still unused, tell us and we will exchange it for the right product or refund you under section 1 — again, your choice, not ours.

If you are not sure which edition or platform you need, ask us before you buy. We would rather spend two minutes helping you choose than sell you the wrong thing.

6. Your legal rights

Nothing in this policy removes, limits or replaces any right you have by law. Where this policy is more generous than the law, the policy applies. Where the law gives you more, the law applies.

Your right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer buying online normally has 14 days to cancel without giving a reason. For digital content that is supplied before those 14 days are up, that right is lost only once all of the following have happened: you gave your express consent for delivery to begin straight away, you acknowledged that you would lose the right to cancel, and delivery actually began. You give that consent and acknowledgement by ticking the box at checkout, and we confirm both back to you in your order email, as the Regulations require. If we have not yet begun supplying the digital content, your statutory cancellation rights remain unaffected.

If the digital content is faulty. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. Where it is not, the Act gives you the right to ask for repair or replacement, and, where repair or replacement is impossible or we fail to provide it, the right to a reduction in price, which may be a reduction of the full amount you paid. The Act requires any such refund to be made without undue delay and in any event within 14 days of our agreeing that you are entitled to it. You may also be entitled to recover costs you incurred because of the problem, up to the amount you paid.

Our offer in section 3 of a replacement or a full refund at your choice is deliberately more generous than the minimum the Act requires. It is given in addition to your statutory rights, not instead of them.

7. Customers outside the United Kingdom

We are a UK company and the rights described in section 6 are the rights given by UK law. If you are buying from outside the United Kingdom, your own country may give you mandatory consumer rights of its own. Nothing in this policy affects those rights. Wherever you are, the 30-day commitments in sections 1 and 3 apply to you in full.

8. How to request a refund

Email contact@prosoftwarekey.com or open a support ticket, and include:

• your order number;
• the email address you used to buy; and
• a short note on what went wrong, including the exact error message or code if the key would not activate.

9. How we handle your request

We check the activation and redemption status of the licence key before approving a refund under section 1. This is how we confirm the key is genuinely unused and can be returned to stock. We record the result of that check against your order.

If the check shows the key was already in use before it reached you, that is not an activation by you, and your request is handled under section 3 as a faulty key.

We review refund requests within 1 to 3 business days. We answer email 24 hours a day, but a refund decision takes a little longer because the key has to be verified first. We will tell you the outcome and, if we are declining, exactly why.

10. How refunds are paid

Approved refunds are returned to the original payment method, in the original currency of the transaction, wherever that is possible. We do not issue store credit in place of a refund you are entitled to. If you would prefer store credit or an exchange, you are welcome to ask, but it is never something we impose.

Once we issue a refund, your bank or payment provider typically takes a further 5 to 10 business days for the money to appear on your statement. That part is outside our control and the timing varies between providers.

Once a refund is issued, the licence key is void and may no longer be used.

11. No fees

There are no restocking fees, no handling fees and no administrative charges on any refund under this policy. You receive the full amount you paid for the item.

12. Contact us

PRO SOFTWARE KEY LTD
128 City Road, London EC1V 2NX, United Kingdom
Company number 17229557
Email: contact@prosoftwarekey.com
Phone: +44 7988 028825

If you are unhappy with how we have handled your request, tell us and we will look at it again. We would rather fix it ourselves than have you go elsewhere.