This policy explains when you can get a replacement or a refund for a digital licence key bought from KeyBuy.
Faulty or non-activating keys
If a key does not activate, contact us within 14 days of purchase with your order number and a description of the error, including any error code shown.
We will first try to resolve the activation problem. If we cannot, we will either send a replacement key or refund your payment in full. The choice is yours.
Change of mind
Because a licence key is delivered immediately and cannot be returned once revealed, we cannot generally accept a change-of-mind return after the key has been sent.
If you have not yet opened or used the key, contact us and we will consider your request.
Statutory cancellation rights
If you are a consumer in the UK or the EU you normally have 14 days to cancel a purchase. For digital content delivered immediately, that right ends once delivery begins with your consent. By completing checkout and asking for immediate delivery, you agree to delivery starting straight away and acknowledge that you lose the statutory right to cancel once the key has been sent.
This does not affect your rights if the product is faulty or not as described.
Wrong product ordered
If you bought the wrong product and the key has not yet been used, contact us. We will usually exchange it for the correct product.
How to request a refund
- Contact us through our contact page.
- Include your order number and, if relevant, the activation error.
- We will reply within one working day.
How refunds are paid
Approved refunds are returned to the original payment method. Your bank or card issuer decides how long it takes to appear, typically 5 to 10 working days.