Refund & Return Policy

Your Ecokeys cover at a glance

28-Day Activation Guarantee

Ecokeys provides an additional 28-Day Activation Guarantee for eligible activation problems first reported within 28 calendar days from the original date of purchase.

If the product supplied cannot be activated as reasonably expected on a compatible device, please contact our Support Team. We will first investigate the problem and may provide troubleshooting instructions, installation assistance or other reasonable steps intended to resolve the activation issue.

Where troubleshooting does not resolve the problem, Ecokeys may provide a replacement licence or other suitable product solution where appropriate.

If an eligible activation issue cannot be resolved through reasonable troubleshooting, replacement or a suitable alternative within a reasonable time, we will approve a refund for the affected product.

Where a refund is approved under our 28-Day Activation Guarantee, Ecokeys will aim to initiate the refund within 24 hours of confirming that the issue cannot reasonably be resolved.

Our 28-Day Activation Guarantee is an additional Ecokeys benefit. It does not replace, shorten or restrict any statutory rights or remedies that may apply under UK consumer law.

Full details are available on our 28-Day Activation Guarantee page.

12-Month Support Warranty

All Ecokeys digital software purchases include a 12-Month Support Warranty beginning on the original purchase date.

During this period, our Support Team will provide reasonable technical assistance relating to the product originally supplied, including:

• Installation guidance
• Initial activation assistance
• Reinstallation assistance on the licensed device
• Reactivation assistance where permitted by the applicable licence
• Help identifying common installation or activation errors
• Guidance where an operating-system or software change affects installation or activation

Changes to software and licence availability

Software products, licence types, activation systems, operating systems and supplier availability can change over time. A particular edition or licence type available when an order is placed may therefore no longer be available later in the 12-month support period.

If a supported issue arises during the 12-Month Support Warranty and the original product or licence type is no longer available, Ecokeys will make reasonable efforts to assist and, where appropriate and available, may offer a suitable alternative solution.

We cannot guarantee that the original product, licence type, edition or an equivalent replacement will remain commercially available throughout the full 12-month support period.

Where neither the original product nor a suitable alternative is available, the 12-Month Support Warranty does not by itself create an additional contractual entitlement to a replacement product or refund after the applicable 28-Day Activation Guarantee has expired.

This does not affect any separate statutory remedy to which a consumer may be entitled where the digital content supplied fails to conform to the contract or where another statutory consumer right applies.

What the Support Warranty does not cover

The 12-Month Support Warranty is intended to support the software and licence originally supplied by Ecokeys. It does not guarantee that every computer, configuration or subsequent system change can be made compatible with the product.

Unless the problem results from the product failing to meet its legal or contractual requirements, the Support Warranty does not cover problems caused solely by:

• An unsupported or incompatible operating system
• A device that does not meet the published system requirements
• Installation on more devices than the purchased licence permits
• Attempting to transfer a licence to another computer where the applicable licence does not permit transfer
• Major hardware replacement that causes the device to be recognised as a different computer
• Third-party software, malware, security software or local system corruption
• Changes to Microsoft, Windows, Office or other third-party software after purchase that are outside Ecokeys' control
• Unauthorised or unsupported installation or activation methods
• Product keys or licence information being sold, shared, published or transferred contrary to the applicable licence terms
• Loss of files, data or locally stored software unrelated to a fault with the product supplied

Where possible, our Support Team will still provide reasonable guidance to help identify the cause of the problem.

Digital products and your right to cancel

Ecokeys products are normally supplied digitally. Depending on the product and order, this may include a product key, licence information, software download information and installation instructions.

Consumers entering into a distance contract for digital content may have a statutory right to cancel the contract within 14 days after the day on which the contract is entered into.

UK law allows this cancellation right to be lost where digital content begins to be supplied during the cancellation period after the consumer has given the required express consent to immediate supply and has acknowledged that the right to cancel will be lost.

Whether the cancellation right has been lost will therefore depend on whether the legal requirements for immediate digital supply were satisfied when the order was placed. We will not treat the mere fact that a digital product has been delivered as removing a statutory cancellation right where the legal requirements for doing so have not been met.

Nothing in this section affects a customer's separate rights where digital content is faulty, incorrectly supplied, misdescribed or otherwise does not conform to the contract.

Cancelling an order before digital delivery

If you wish to cancel an order, please contact us as quickly as possible.

If the order has not yet been processed and the digital product has not been supplied, we will normally be able to cancel the order and refund the payment.

Because digital orders can be processed quickly, we cannot guarantee that a cancellation request will reach us before delivery begins.

Incorrect product purchases and change of mind

Please check the product edition, operating system, permitted number of devices and system requirements shown on the relevant product page before ordering.

If you believe you have purchased the wrong product, contact us as soon as possible.

Where a statutory cancellation right applies, your request will be handled in accordance with that right.

Outside any applicable statutory cancellation or consumer rights, an exchange or refund for a product purchased in error is not automatic. Where the supplied licence has not been activated, redeemed, disclosed or otherwise used and can reasonably be withdrawn or replaced, Ecokeys may offer an exchange or other goodwill solution at our discretion.

A goodwill exchange or refund may not be available where a product key has already been activated, redeemed, used on a device, disclosed to another person or otherwise placed beyond our reasonable ability to withdraw, except where a statutory right requires a remedy.

Faulty, incorrect or misdescribed digital products

If the product supplied does not match your order, does not match its description, or you believe there is a fault with the digital content or licence supplied, please contact our Support Team.

We will investigate the issue and, where appropriate, provide troubleshooting, a correction, repair, replacement, suitable alternative, price reduction or refund depending on the circumstances and the rights that apply.

We will not treat a genuine fault with the product supplied as an incorrect-product or change-of-mind request.

How to report an activation or licence problem

Email [email protected] or reply directly to your Ecokeys order email.

To help us investigate the issue, we may reasonably ask for information such as:

• Your Ecokeys order number
• The product and edition purchased
• The exact activation or installation error shown
• A screenshot of the relevant error or activation window
• The edition and version of Windows or other operating system installed
• Confirmation of whether the software has previously been activated on the device
• Details of relevant hardware, software or operating-system changes
• The troubleshooting steps already completed

This information helps us determine whether the issue relates to the licence supplied, installation, compatibility or the local computer.

Please do not send your complete product key by email unless a member of the Ecokeys Support Team specifically asks you to do so.

Reasonable troubleshooting and verification

Where a customer requests a replacement or refund because a product is reported as not working, we may need a reasonable opportunity to identify the problem before determining the appropriate remedy.

Depending on the issue, this may include checking the installed product edition, licence status, operating-system compatibility and the activation error being reported.

We will not require unnecessary troubleshooting where it is clear that the product supplied is incorrect or where a remedy is otherwise required without further investigation.

Compatibility and local computer problems

Product pages identify important compatibility and system requirements. Customers should check these requirements before purchase or contact us before ordering if they are unsure.

An installation problem caused solely by an incompatible device, unsupported operating system, local Windows fault, third-party software or another issue unrelated to the product supplied will not normally mean that the licence itself is defective.

However, where compatibility or other relevant product information provided by Ecokeys was incorrect or the digital product does not conform to the contract, any applicable statutory rights remain unaffected.

Licence transfers, reinstallations and hardware changes

The number of permitted devices and any rights to transfer or reinstall software depend on the individual product and licence supplied.

A licence should not be assumed to be transferable to a new computer unless the relevant product information or licence terms expressly permit this.

Significant hardware changes, particularly replacement of a motherboard, can cause software or an activation service to identify the computer as a different device. This may affect reactivation.

During the 12-Month Support Warranty we will provide reasonable assistance with eligible reinstallations or reactivation on the licensed device, but the Support Warranty does not create additional device, transfer or activation rights beyond those provided by the applicable licence.

Product key security and unauthorised use

Customers are responsible for keeping supplied product keys and licence information reasonably secure.

The voluntary 28-Day Activation Guarantee and 12-Month Support Warranty may not apply to a problem caused by the customer selling, sharing, publishing, transferring or providing the licence information to another person, or by attempting to use the licence on more devices than permitted.

This exclusion applies only to problems caused by that unauthorised or unsupported use and does not remove any statutory right relating to a fault or breach for which Ecokeys is legally responsible.

How refunds are issued

Where a refund is approved under the 28-Day Activation Guarantee, Ecokeys will aim to initiate the refund within 24 hours after we confirm that the eligible activation issue cannot reasonably be resolved.

Where a refund or price reduction is due as a statutory remedy, it will be processed within the timeframe required by applicable law.

Refunds will normally be returned using the same payment method used for the original transaction unless the customer expressly agrees otherwise or this is not reasonably possible.

Once a refund has been initiated by Ecokeys, the customer's bank, card issuer or payment provider may require additional processing time before the funds appear in the account.

No administration or refund-processing fee will be deducted where the customer is exercising a statutory right to a refund.

Orders containing more than one product

Where an order contains several separately supplied digital products and an issue affects only one of them, any replacement, price reduction or refund will normally relate only to the affected product unless the circumstances or applicable law require otherwise.