Eligibility depends on whether digital content or a code has been supplied, revealed, downloaded, redeemed or activated. Please read the applicable policy before purchase.
Who this policy applies to
This policy applies to purchases made directly from MARELKEYS LTD (company number 16831368), registered office 24-26 Arcadia Avenue, Fin009, London, United Kingdom, N3 2JU.
Cancelling before digital supply begins
Contact support@marelkeys.com immediately. If the order has not been accepted or digital supply has not begun, we will apply any cancellation right available under applicable law and reverse or refund payment where due.
Immediate digital supply and withdrawal rights
For digital content supplied during a statutory cancellation period, we seek the customer’s express consent for supply to begin and acknowledgement that the right to withdraw is lost once supply begins. If the legally required consent or acknowledgement was not obtained, applicable cancellation rights are not treated as waived. This rule does not remove remedies for faulty, misdescribed or non-conforming digital content.
Faulty or non-working licences
Digital content must meet the standards required by law. If a licence or product does not work as described, contact us with the order number, product, operating system and exact error. We may ask you to complete reasonable troubleshooting so we can verify the edition, installation route and fault. Depending on the circumstances and applicable law, the remedy may be support, repair, replacement, a price reduction or refund.
Incorrect product supplied
If we supplied a different product, edition, platform, device count or licence type from the accepted order, contact us promptly. We will investigate and provide the legally appropriate correction, replacement or refund.
Duplicate orders
Contact us promptly if the same order was placed more than once. We will check whether either code or entitlement has been supplied, revealed, redeemed or activated and provide the appropriate cancellation or refund where due.
Compatibility mistakes
Customers should check platform, operating system, edition, region, device count and licence type before purchase. A discretionary refund may be unavailable where accurate information was displayed and a supplied code cannot be safely recalled or resold. This does not affect statutory rights if the listing was unclear, inaccurate or the product is non-conforming.
How to request support, cancellation or a refund
Email support@marelkeys.com with the order number, reason and supporting evidence, or call +44 7848 112802. Do not send a full licence key in an unsecured message. We will confirm the outcome and any required next step.
Refund method and timing
Approved refunds are sent to the original payment method unless the law requires another method. We initiate refunds without undue delay and, where a statutory 14-day deadline applies, within that period after entitlement is established. Banks and payment providers may take additional time to display the credit.
Statutory rights
Nothing in this policy excludes rights or remedies that cannot legally be excluded, including rights relating to digital content that is not of satisfactory quality, fit for purpose or as described.
