I ordered the wrong product
What to do straight away, before delivery and after it
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Contact us as soon as you notice, and don't install, redeem, activate or sign in to anything in the meantime. What we can do depends on whether the order has been delivered.
Before delivery
An order that hasn't been delivered can be cancelled for a full refund, with no reason needed. Follow Cancel an order before delivery, then order the product you need.
After delivery
Our Return Policy doesn't offer a general refund after delivery when the product was supplied correctly and the mistake was in the choice of product. If the product page left out a compatibility or licence restriction that would have changed your choice, tell us, because that isn't treated as a buying mistake. Your statutory rights apply in every case.
Leave the key or the account unused while we look at your message. A key that has been redeemed or activated can't be treated as unused.
Common mix-ups
- Office for Windows ordered for a Mac. Office for Windows doesn't run on macOS. A Mac needs Office 2024 Standard for Mac.
- Office for Mac ordered for a Windows PC. Office for Mac doesn't run on Windows. A PC needs Office 2024 Standard or Professional Plus for Windows.
- Standard ordered, Access needed. Among the Office 2024 products, Access is only in Professional Plus for Windows, and a Standard licence doesn't convert into Professional Plus.
- Office ordered for a PC running Windows 10 Home or Pro. Office LTSC 2024 supports Windows 11, and Windows 10 only in its LTSC editions.
- Windows 11 Pro ordered for a PC that can't run Windows 11. Windows 11 needs TPM 2.0, Secure Boot and a compatible 64-bit processor.
- Office 365 Pro Account ordered for a PC that has Office LTSC 2024. The account's apps and Office LTSC 2024 can't be installed on the same PC, because Microsoft doesn't allow a mix of update channels on one device. The account still works on your other devices.
- Office 365 Pro Account ordered for email in Outlook. Outlook isn't included in the account, as its product page says.
Which product do I need and System requirements for our products cover each product in full.