Refunds & Returns Policy
Everything we sell is digital, so there is nothing to post back to us.
Returns are accepted for defective digital products only. Start the return by emailing us; because the product is digital, no physical parcel needs to be posted and there is no return fee.
30-day defective-product protection: report a defective, incorrect or misdescribed product within 30 calendar days after delivery. This is not a trial or a change-of-mind return period.
If a licence does not work, is not what was described, or never arrived, we will fix it, replace it or refund it. Contact us and we will sort it out.
Because digital content is delivered instantly, the right to change your mind ends once delivery starts — but that never affects your rights if something is actually wrong.
1. Digital content and your right to cancel
Under the Consumer Contracts Regulations you normally have 14 days to change your mind about an online purchase. Digital content is different: once you ask for delivery to begin and we send your licence, that cancellation right ends. You confirm this at checkout before you pay.
This only affects changing your mind. It does not affect your rights if the product is faulty, not as described, or never delivered — those rights always apply.
2. When we will refund or replace
Contact us within 30 calendar days after delivery if any of the following applies. If an order never arrives, contact us as soon as possible after the expected delivery:
- The licence or activation details we sent do not work, and normal troubleshooting has not fixed it.
- You received a different product from the one you ordered.
- The product is not as described on the product page.
- The product is incompatible despite your device meeting the compatibility and system requirements stated on the product page.
- Your order never arrived and it is not sitting in your spam folder.
- We are unable to supply the product after you have paid.
| Situation | Get in touch within | What you can expect |
|---|---|---|
| Order not delivered | As soon as you notice | We resend or refund in full |
| Licence will not activate | Within 30 days of delivery | We troubleshoot, then replace or refund |
| Wrong or misdescribed product | Within 30 days of delivery | Replacement with the correct product, or a refund |
3. When we may say no
Subject to your legal rights, we may decline a refund where:
- The licence was delivered and successfully activated, and you have simply changed your mind.
- You ordered the wrong version or platform despite the details shown on the product page.
- You declined reasonable troubleshooting, so we were never given the chance to fix it.
- The problem is caused by an unsupported device, an operating system the publisher no longer supports, or a restriction on your own publisher account.
- The licence has been shared or published in breach of our terms.
4. How to make a request
This is our return-by-mail process for digital goods: contact us by email and we will handle troubleshooting, replacement or refund remotely. No physical parcel is required.
Email support@autosoftkey.co.uk and include:
- Your order number
- The email address you used at checkout
- A short description of the problem, and a screenshot of any error message
Never put a licence key in a public review, forum post or social media message. Send it only to us, by email. Anyone who sees it can use it.
5. What happens next
- Within one working day a member of our team replies to you.
- We run through the checks that apply to your product — activation, account status, download or install.
- If we can fix it, we fix it, usually the same day and at no cost to you.
- If it cannot be fixed in a reasonable time, we offer a replacement or a refund, whichever you prefer.
6. How refunds are paid
Approved refunds go back to the original payment method — we cannot send them anywhere else. We submit the refund straight away; your bank or card issuer then typically takes 5 to 10 working days to show it on your statement. That part is outside our control.
7. Your legal rights
Nothing in this policy removes or limits rights you have under the Consumer Rights Act 2015 or other consumer law that cannot lawfully be excluded. If we cannot resolve something between us, UK customers can seek advice from Citizens Advice or use any dispute route available to them.
8. Australian customers
Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law (ACL). Computer software is treated as goods under the ACL. Software supplied to an Australian consumer must be of acceptable quality, match its description, and be fit for its ordinary purpose and any particular purpose the customer made known to us before purchase and reasonably relied on us to meet.
Major failures. If the software has a major failure, the customer may choose a replacement or a full refund to the original payment method. A major failure includes software that is materially different from its description, unsafe, or substantially unfit for its normal or disclosed purpose and cannot readily be fixed within a reasonable time.
Minor failures. For a problem that is not major, we will provide an appropriate remedy free of charge within a reasonable time. Depending on the issue, this may include activation assistance, repair, a replacement licence or a refund. If we cannot remedy the problem within a reasonable time, further rights may apply under the ACL.
Change of mind and compatibility. We do not offer refunds or exchanges merely because a customer changes their mind, finds a lower price, no longer needs the software, orders the wrong edition despite clear compatibility information, or causes the problem through misuse. This does not limit any ACL right. If a customer told us a particular compatibility requirement before purchase and reasonably relied on our advice, the ACL fit-for-purpose guarantee continues to apply.
Claims. Contact support@autosoftkey.co.uk with the order number, a description of the issue and relevant error information. We may reasonably assess the product and offer troubleshooting before determining the appropriate remedy. Proof of purchase may be requested. No time limit in this policy removes rights that continue for a reasonable period under the ACL.
Australian pricing. Prices on our Australian storefront are shown in Australian dollars (AUD) and are fixed market prices, not live exchange-rate quotations. Prices include any GST that we are legally required to charge and all unavoidable charges imposed by us. The complete order total is shown before payment. Payments may be processed outside Australia; the customer’s bank may independently charge an international transaction or currency-conversion fee.
Country and currency. We may use an approximate IP-derived location to suggest a country and currency. Customers can change this selection. We store the selection in a cookie so that pricing remains consistent through the product page, basket and checkout.
Fixed-term licences. A product described as a subscription or fixed-term licence is paid once upfront. It does not renew automatically and has no recurring charge. Access ends at the stated licence expiry unless the customer purchases a new term. Ceasing to use a working licence does not create a change-of-mind refund, but this does not limit remedies required by the ACL.
See also our Terms & Conditions and Digital Delivery Policy.