How can you return purchased products?

Returning items purchased.

Digital products purchased from www.epickeys.eu can be returned under specific conditions, in accordance with GEO 34/2014, applicable to individual consumers (natural persons).

Please be aware that, under applicable legislation, digital products such as software licenses delivered electronically (via email) are excluded from the standard right of withdrawal once the license key has been made visible or sent to the customer, as these are considered personalized, non returnable products.

However, EpicKeys.eu is committed to fair and transparent practices and may accept returns in specific situations, as outlined below.

Eligibility for digital product returns

Returning items purchased.

The buyer has the right to withdraw from the sales contract before the license key is delivered or made visible, without the need to provide a reason, provided that no part of the order has been activated, accessed, or used.

Once the license key is sent to your registered email address, the product is considered delivered and is no longer eligible for return under the withdrawal terms of GEO 34/2014.

This policy aligns with Directive 2011/83/EU, which recognizes that digital content delivered electronically and activated by the consumer falls under specific exceptions to the withdrawal right.

Exceptional return conditions for digital products

Returning items purchased.

EpicKeys.eu reserves the right to assess return requests in exceptional situations, including:

  • You received a license key that is incorrect or does not match your order.
  • You received a license key that is invalid or cannot be activated, with the issue confirmed by our technical team.
  • A technical error resulted in a duplicate order or unintended purchase.

Important: You are responsible for verifying your order details and ensuring system compatibility before completing the purchase. Refunds or returns cannot be granted for incompatibility issues if the product was delivered as described.

Important considerations

Returning items purchased.

  • All license deliveries are made to the email address associated with your EpicKeys.eu customer account.
  • Once the license key is visible or sent by email, the product is considered delivered and non returnable, unless a technical issue or error is confirmed by our team.
  • Any misuse, unauthorized resale, or attempted fraud involving digital licenses will result in loss of return eligibility and may lead to account restrictions.
Our recommendation

Returning items purchased.

We strongly encourage reviewing product specifications, system requirements, and compatibility information before placing your order. If you have any questions or concerns before or after purchase, please contact our support team for assistance.

What is a digital (electronic) product?

A digital product refers to content delivered in electronic format, such as a document, image, software license, archive, or media file. Digital products do not have a physical form, and it is technically impossible to verify whether a digital license has been activated or used once delivered.

License replacement policy

Returning items purchased.

If you purchased the wrong product or license due to an incorrect order selection, it cannot be replaced or refunded. Customers are responsible for verifying product specifications and system compatibility before placing an order.

Replacing non functional licenses

Returning items purchased.

In the event of a non functional license, a replacement may be issued under the following conditions:

  • You must notify us within 24 hours from the time of order if you identify any issue, otherwise, the matter will be considered closed.
  • You must provide clear proof of the problem, such as:
    • A screenshot of the error message received during activation.
    • For Microsoft Office or Windows licenses, a screenshot of the installation ID. (phone activation)
    • Any relevant evidence you may have to support your case, including but not limited to photos, videos, and similar materials.

Once the issue is confirmed and determined to be due to the license itself, a new functional license will be provided at no additional cost.

Order cancellation conditions

Returning items purchased.

You may cancel an order only if payment has not yet been confirmed:

  • Card payments: Confirmed immediately upon completion, the order is considered delivered.
  • Bank transfer (OP) payments: Confirmed based on banking schedules and payment processing times.

Once payment is confirmed, the order is deemed delivered, and cancellation is no longer possible.

License uniqueness and activation

Each license key is unique and tied to a single activation:

  • Once activated on a device, the license cannot be reused, resold, or transferred to another user.
  • Due to the one time use nature of product keys, they cannot be returned once issued.

In rare cases, license transmission errors may occur, resulting in:

  • Incomplete product keys (e.g., a missing character).
  • An incorrect license sent for a different product.

In these situations, simply get in touch with us within 24 hours of purchase. If the issue cannot be resolved within 12 hours of notification and is confirmed to be license related, we will replace your license with a fully functional key at no additional cost.

We’re available on regular business days, we take weekends and national holidays off, but rest assured, your message is important to us and we’ll reply as soon as we’re back.