Refunds and replacements
What happens when a key doesn't work, a product isn't as described, or you ask for a refund after delivery
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Last Update 5 hari yang lalu
If a product we supplied is faulty, invalid, already used, blocked, wrong for the product or region, or not as described, we put it right at no extra cost. We work through the problem with you, correct it or replace the product. If that doesn't succeed within a reasonable time, you receive the price reduction or refund the law requires, which can be the full price.
When this applies
- The key is rejected as invalid, blocked or already used
- The account details for an Office 365 Pro Account don't sign in
- The product is the wrong edition, or wrong for your region
- The product isn't as described on its product page
- A problem covered by our Return Policy appears after the product was activated
Activating a product doesn't stop you making a valid claim. You don't have to accept store credit or a different product in place of a refund you're entitled to.
Refunds after delivery for other reasons
A product that was supplied correctly isn't refunded after delivery because of a change of mind. That covers ordering the wrong edition, a change of plans, and a computer that doesn't meet requirements stated on the product page. If the product page left out a compatibility or licence restriction that matters, that isn't treated as a buying mistake. Your statutory rights apply in every case, and the Return Policy has the details.
How to make a request
Email [email protected], or use Submit Ticket at the top of this page, with these details.
- Your order number
- The email address you used at checkout
- What went wrong
- For an activation problem, the exact error message or a screenshot, and the edition of the software installed
We reply with the next steps and how long they'll take. What to include when you contact support shows how to collect the details for an activation problem.
How refunds are paid
- We send a refund within 14 calendar days of agreeing that you're entitled to it, or sooner where the law requires.
- It goes back to the payment method you used, unless you agree to something else.
- There are no return, restocking or processing fees, and payment costs aren't deducted.
- A card refund usually takes 5 to 10 working days to show in your account after we send it.
After a refund or replacement
Stop using the original licence or account once it has been refunded or replaced. It may be deactivated where that's technically possible and lawful.