Refund policy

If a key does not work, you get a working replacement or your money back. If you bought the wrong thing and have not revealed the key, you get your money back. Once a key has been revealed and redeemed it cannot be returned, for the same reason a scratched-off gift card cannot.

Requests are accepted within 14 days of purchase. Email support@keydexa.com with your order number and a description of what went wrong.

One exception has no deadline: if a publisher revokes a key you bought from us, we cover it however long afterwards that happens. See below.

As an EU consumer you normally have 14 days to withdraw from a distance purchase without giving a reason. Digital content is the exception: before paying you are asked to confirm that you want the key delivered immediately and that you understand this ends that right. The box is never pre-ticked, and without it we cannot release a key.

So if you have not yet revealed your key, the withdrawal right still stands and you can simply ask for your money back. Once the key is on your screen it has been delivered.

None of this touches your rights when something is actually wrong with what you bought. Those cannot be waived, and everything below applies regardless.

• The key does not activate and we cannot supply a working replacement.
• The product was materially different from its description.
• The key was never delivered.
• You were charged more than once for the same order.
• You changed your mind and have not yet revealed the key on your receipt page.

We buy on the secondary market — surplus inventory and regional distribution rather than directly from publishers. It is rare, but a publisher can withdraw a key it decides was distributed outside its own terms, and that can happen after you have already activated it.

If that happens to something you bought here, contact us and we will replace it or refund you in full. There is no time limit on this and you do not need to argue the case: send the order number and the message the publisher showed you.

• The key has been redeemed and works. Redemption is irreversible at the publisher, so the licence cannot be resold.
• The key was bought for a region other than the one the listing stated, and you tried to activate it elsewhere. Every listing shows its region before purchase.
• The product is incompatible with your hardware in a way the listing stated plainly before purchase.

Refunds return to the original payment method. Card refunds are processed by Stripe and typically appear within 5–10 business days, depending on your bank. PayPal refunds are usually faster.

A chargeback on a delivered digital key is treated by the payment provider as a claim of fraud, and we have to answer it with the delivery record. Almost every problem is resolved faster and more fully by writing to us directly — including the ones where you are entirely in the right.

If you have opened a dispute and we have not had a chance to help, email us anyway. We would rather refund you than fight about it.

This policy sits alongside your rights under consumer law and does not replace them. If we cannot resolve something, you can escalate to Patērētāju tiesību aizsardzības centrs (PTAC) or use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.

Questions about a specific order belong in support, where we answer every message.