Refund & Returns

01Refund period

• You can request a refund within 60 days of receiving your order.
• The 60 days start on the date your licence was delivered by email.
• Requests made after 60 days cannot be accepted.

02What can be refunded

Eligible for a refund:

• Licence keys that have not been activated or redeemed.
• Orders where the software has not been installed or used.
• Keys that do not work and that we cannot fix or replace (see "Faulty or incorrect licences" below).

Not eligible for a refund:

• Licence keys that have already been activated or redeemed.
• Software that has been downloaded and installed using the key.
• Services that have already started, such as installation help already provided.
• Orders where the wrong edition was bought and the key has already been used.

Because digital keys cannot be "returned" like a physical item, we check with our records and the activation status before approving a refund.

03How to request a refund

1. Contact us at contact@kaywen.com within 60 days of delivery.
2. Include your order number, the product name and the reason for your request.
3. We review your request and check that the key has not been activated. We may ask for a screenshot.
4. We confirm the outcome by email, usually within 2 business days.

There is nothing to post back to us: all products are digital.

04Refund processing

• Approved refunds are sent to your original payment method.
• We process approved refunds within 7 business days.
• Your bank or card provider may take a few extra days to show the money in your account.
• Delivery is free, so there are no shipping charges to deduct.

05Refund amount

• Full refund for eligible keys that have not been activated.
• Partial refund may apply to multi-device licences (for example 5-PC packs) where part of the licence has already been used.
• No refund for orders that do not meet the conditions above.

06Faulty or incorrect licences

Key not working: tell us within 48 hours of delivery if possible, with a screenshot of the error. Most problems are solved quickly with our help. If we cannot make it work, we will send a replacement key or a full refund, at no extra cost.

Wrong product received: if we sent a different product from the one you ordered, contact us before using the key and we will send the correct one or refund you.

07Cancellations

• You can cancel an order before the licence has been sent, for example while it is waiting for verification, for a full refund.
• Once the licence has been delivered by email, the request is handled under this refund policy.

08Exchanges

• We do not offer direct exchanges.
• If you bought the wrong edition and have not activated the key, request a refund and place a new order for the correct product.
• Not sure which edition you need? Read our licensing guide or ask us before you buy.

09Our quality commitment

• Every licence we deliver should work for the product described on its page.
• Our team is available to help with installation and activation.
• Faulty keys are replaced at no additional cost.

10Contact us

For any question about refunds or to start a request, contact us: