Refund & Cancellation Policy

Refund and Cancellation Policy

This policy applies to purchases made directly from Marelkeys. Purchases made through Groupon, Wowcher or another marketplace may also be subject to that marketplace's voucher, cancellation and refund terms.

Digital content and change-of-mind cancellations

Where a digital product is supplied before the end of the statutory cancellation period, we may ask for your express consent to begin supply and your acknowledgement that the right to cancel may be lost once supply begins. Until digital supply begins, any cancellation right available under applicable law remains unaffected.

Faulty, unusable or incorrectly described digital content

Your statutory rights are not restricted by this policy. Digital content must be of satisfactory quality, fit for purpose and as described. If a product is faulty or does not conform to the contract, contact support@marelkeys.com with your order number, product name, operating system and the exact error message. Depending on the circumstances and applicable law, the appropriate remedy may include technical assistance, repair, replacement, price reduction or refund.

Compatibility and customer error

Before ordering, check the stated operating system, region, device count, licence duration and activation method. We may not offer a discretionary refund where accurate product information was provided and the issue results solely from ordering an incompatible product, entering incorrect customer information, failing to follow the supplied instructions, or using the product outside its stated terms. This does not affect statutory rights where the product is faulty, not as described or otherwise non-conforming.

Requesting help or a refund

Email support@marelkeys.com with the order number and supporting information. Do not publish or send a full activation code in an unsecured message. We may request reasonable evidence to diagnose the issue and confirm the purchase.

Marketplace vouchers

For Groupon or Wowcher purchases, use the support and refund route specified on the deal or voucher where required. Marketplace decisions and voucher refunds may be handled by the marketplace under its own terms.