We sell digital goods (product keys). Once a key is delivered it cannot be returned, so our refund policy is as follows.
When we refund
- You paid but did not receive a key and we confirm the delivery failed.
- The key is verified invalid or already used through Microsoft’s official channel and we cannot replace it.
- Duplicate payment or a clear system error.
- Your statutory rights under the Hong Kong Trade Descriptions Ordinance.
When we do not refund
- The key has been delivered and activates normally (the cooling-off period does not apply to digital goods).
- You bought the wrong edition, language, or number of users or devices, but the product works.
- Activation fails because your device does not meet requirements or because Microsoft’s licence terms were breached.
How to request
- Email [email protected] with your order number, purchase email and a description of the problem (attach a screenshot of any error).
- We reply within 1–2 business days and help troubleshoot.
- If a refund is approved we return it to the original payment method; card refunds usually take 5–10 business days.
Please: never post your product key publicly (forums, social media).