Refund & Cancellation Policy
Last updated: 19 October 2026
This policy explains cancellation, product problems and refunds for digital purchases from MARELKEYS LTD at marelkeys.com. No physical return is required. Earlier orders retain the terms and purchase commitments that applied when they were placed. Applicable statutory rights take priority over our voluntary policy.
1. Before digital supply
Contact us immediately if you need to cancel. If the purchased key or redemption instructions have not been sent, revealed or otherwise made accessible, we will cancel and refund your payment. Once supply has begun, the post-supply terms and your statutory rights apply.
2. Change of mind after supply
Once the key or digital content has been delivered, revealed or made accessible to you, we do not offer voluntary change-of-mind refunds, even if the key is not yet activated. Internal allocation alone is not supply: you must actually be able to access the content. We do not offer a general exchange programme for a different edition or platform after supply. This voluntary restriction does not remove statutory cancellation rights or remedies for a fault or misdescription.
3. Missing, faulty or incorrect products
Contact us about non-delivery, an invalid or faulty key, incorrect supply, misdescription, duplicate charges or a product supplied without the required rights. We investigate reasonable troubleshooting information and provide correction, replacement, a price reduction or refund as applicable law requires. Activation does not remove those rights. A fault replacement is separate from a voluntary product exchange. A legally due remedy does not depend on supplier permission or a short arbitrary reporting window. We will not ask you to bypass publisher licensing or security controls.
4. Statutory cancellation rights
Where UK or EU distance-contract cancellation rules apply, you normally have 14 calendar days after the day the contract is concluded to withdraw, subject to the applicable legal rules and any required extension. For paid digital content not supplied on a physical medium, that right may end when supply begins only if the required prior express consent to early supply, acknowledgement of the loss of the right and contract confirmation have been provided. Payment, general acceptance of terms or receipt of an email alone does not establish those requirements. If the requirements are not met, applicable cancellation rights remain. Fault, misdescription and other mandatory consumer remedies remain separate.
5. Make a request
Contact support@marelkeys.com, WhatsApp +44 7848 112802 or our contact form. Include your order number, purchase email, product name and a brief description of the issue. For an activation error, include your operating system and the exact error message. Hide the complete licence key and other sensitive information in screenshots. Never send passwords, full payment-card details or remote-access codes.
A clear cancellation or withdrawal statement is enough where applicable; no special wording is required. For example: “I withdraw from my contract for [product and order number].” Include the order date, your name and an email address for confirmation, plus any address required by applicable law.
You may also use an available cancellation or return action in your customer account. Sign in with your order email, select the order and follow the steps. Submission does not automatically issue a refund. If the action is unavailable or its online window has ended, use email, WhatsApp or the contact form; the online window does not limit statutory rights.
6. Response and refund timing
- We acknowledge requests within 1 business day.
- We aim to provide a decision or remedy within 5 business days of receiving the necessary information. If an investigation takes longer, we provide an update and expected completion date.
- Approved refunds are issued to the original payment method within 5 business days of approval, or within any earlier deadline required by law.
- For a valid statutory withdrawal where the UK or EU 14-day refund rule applies, reimbursement is made without undue delay and no later than 14 calendar days after notice of withdrawal. This deadline does not wait for internal or supplier approval.
Business days mean Monday–Friday using UTC. These targets do not postpone a legally required remedy. No refund administration, restocking, physical-return or return-shipping fee is charged by us. The original payment method is used unless another method is expressly agreed where law permits.
Your bank or payment provider may take additional time to display the credit. If it is not visible 10 business days after our refund confirmation, contact us so we can trace it.
Seller and contact
MARELKEYS LTD
Company number: 16831368
Registered office: 24-26 Arcadia Avenue, Fin009, London N3 2JU, United Kingdom
Email: support@marelkeys.com
WhatsApp messages: +44 7848 112802
This is our registered company address. Digital products do not need to be posted back.
