Refund & Replacement Policy

Digital Software Refund & Replacement Policy

Because KeyMart supplies digital software licenses, product keys, downloads, and other electronically delivered products, digital orders require a different refund process from physical goods.

Our first priority when a legitimate activation problem occurs is to identify the issue and, where appropriate, provide troubleshooting or a replacement.

If Your Product Does Not Work

If a product purchased from KeyMart fails to activate or operate as represented, contact us with:

1. Your Order ID
2. Email address used for the purchase
3. Exact error message
4. Clear, unedited screenshots or screen recording demonstrating the problem
5. Any other reasonable diagnostic information requested by support

We may first provide troubleshooting instructions.

If our review confirms an eligible problem with the supplied license, we may issue a replacement license.

When a Refund May Be Available

Subject to applicable law, a refund may be considered when:

1. A genuine technical or licensing problem with the supplied product has been demonstrated;
2. The customer has reasonably cooperated with troubleshooting;
3. An appropriate replacement has been provided where applicable; and
4. The replacement also fails for a verified reason attributable to the supplied product.

Where the problem cannot reasonably be resolved through troubleshooting or replacement, an eligible refund may be issued to the original payment method or another agreed method.

Microsoft itself advises customers experiencing certain invalid Office product-key situations to contact the seller and request a refund. Microsoft Support

Situations Generally Not Eligible for Refund

Subject to applicable consumer law, refunds will generally not be provided where:

1. The customer purchased the wrong product or edition despite accurate product information being displayed before purchase.
2. The product has been successfully activated or used.
3. The customer refuses reasonable troubleshooting or verification.
4. The customer's device, configuration, incompatible software, or unsupported environment causes the issue rather than the supplied product.
5. The customer attempts to use the license contrary to its applicable terms or device limits.
6. The customer simply changes their mind after a digital license/key has been disclosed or delivered, where applicable law permits such a restriction.
7. The evidence submitted has been materially altered, fabricated, or does not demonstrate the claimed problem.

False, Manipulated or AI-Generated Evidence

Refund and replacement requests must be supported by genuine evidence of the actual problem.

Screenshots, screen recordings, activation errors, payment evidence, or other materials that are fabricated, materially manipulated, AI-generated to depict an issue that did not occur, or otherwise submitted to misrepresent the facts will not be accepted as proof of a claim.

Where we have reasonable grounds to question evidence, we may request additional verification before deciding the claim.

This provision does not prevent a customer from making a legitimate claim or exercising any rights that cannot be excluded under applicable consumer law.

Contact Us Before Taking Further Action

If you experience an activation problem, contact KeyMart Support first. Many software activation problems can be diagnosed quickly when we have the exact error message and order information.