REFUND POLICY

Last Updated: 11.12.2025

At DigisoftKeys, we sell digital software licenses delivered instantly by email. Because license keys are sensitive digital items that become permanently usable once viewed, our refund rules follow strict compliance guidelines set by Shopify, PayPal, Payoneer, eBay, and software distributors.

Please read this policy carefully before placing an order.

1. Digital Nature of Products

All products on DigisoftKeys are non-tangible, digital, and delivered electronically.
Once a license key is delivered or viewed, it cannot be returned, resold, or deactivated, which is why refunds follow special conditions.

This complies with the EU Digital Goods Directive, Shopify policies, and PayPal’s definition of intangible goods.

2. When Refunds Are Eligible

We provide refunds only in the following cases:

2.1 Undelivered Product

A full refund is issued if:

  • You did not receive your license by email, and

  • Our support team confirms that the key was not delivered or accessed.

2.2 Invalid or Non-Working Key (Verified)

A refund or replacement is issued if:

  • The key does not activate,

  • You provide the activation error message and screenshots, and

  • We verify the issue with our systems or supplier.

If the key shows successful activation or has been used, it is not refundable.

2.3 Duplicate or Accidental Duplicate Order

If you purchased the same item twice by mistake and:

  • Only one key was revealed or delivered,

  • The second key remains unused and hidden,
    We will refund the duplicate order.

3. When Refunds Are Not Eligible

Refunds are not granted in the following situations:

3.1 Key Already Delivered or Viewed

Digital license keys cannot be returned once displayed or emailed.

3.2 Wrong Product Chosen by the Customer

Examples:

  • Buying Windows 10 instead of Windows 11

  • Buying a license not compatible with your PC

  • Buying a key for a region you do not own

We provide activation guidance, not refunds.

3.3 Customer Claims Activation Error Without Proof

Screenshots of the error message are required for verification.

3.4 Attempted Activation on Pirated or Modified Software

Refunds are declined if the issue is caused by:

  • Non-genuine software

  • Modified operating systems

  • Incompatible builds

3.5 Resale, Transfer, or Sharing of Keys

Once a key is shared with another party, no refund is eligible.

4. Delivery Verification

To comply with PayPal/eBay/Shopify fraud-prevention requirements, we verify the following before approving refunds:

  • Delivery logs

  • Email delivery confirmation

  • IP and device logs (Shopify security)

  • Screenshot evidence from the customer

  • Supplier verification (if needed)

This protects both the customer and our business from fraudulent claims.

5. Replacement Policy

If a license key is found defective, we first try to replace it.
If a replacement is not available, we issue a refund.

6. Processing Time

Approved refunds are processed within:

  • 3–7 business days via PayPal

  • 5–10 business days via Payoneer or card payment

  • Immediate for undelivered orders

Processing time depends on the payment provider.

7. Chargebacks & Disputes

Before opening a PayPal or card dispute, please contact us.
We resolve most issues quickly and transparently.

Opening unnecessary disputes may delay resolution and violate marketplace policies.

8. How to Request a Refund

To request assistance or a refund eligibility check, contact us:

Email: support@digisoftkeys.com
Subject: “Refund Request – Order #[Number]”
Include:

  • Order number

  • Name and email used

  • Screenshot of the activation error (if applicable)

We respond within 24 hours.

9. Policy Updates

This policy may be updated to remain compliant with Shopify, PayPal, Payoneer, eBay, and supplier requirements.