Return & Refund Policy

1. Scope of this policy

This Return & Refund Policy forms part of our Terms of Use and applies to every order placed on keyforrest.eu (“the Site”). Orders are sold and invoiced by ESEO SERVICES LTD, a company registered in England and Wales under company number 13675404 (“KEYFORREST”, “we”, “us”). We sell to customers worldwide.

By completing a purchase you confirm that you have read and accepted this policy. If you do not agree with it, please do not place an order.

2. Nature of the products we sell

Everything sold on the Site is digital content: software licence keys, activation codes, account credentials and download links. We do not ship physical goods, boxes or printed certificates. As a result:

• There is nothing to physically return, so we do not operate a postal returns process and you will never be asked to pay return shipping.
• A licence key is a single-use credential. Once it has been revealed to you, we cannot verify that it has not been recorded, redeemed or shared, and it cannot be restored to saleable condition.
• For this reason, refunds are limited to the specific circumstances listed in section 4.

3. Your right to cancel before delivery

You may cancel any order free of charge and for any reason at any time before your licence key or download link has been sent to you. Orders are normally delivered within 1–60 minutes, and in a small number of cases that require additional verification within 24 hours, so please contact us quickly if you change your mind.

To cancel, email [email protected] with your order number. If delivery has not yet taken place, we will cancel the order and refund you in full.

4. When you are entitled to a refund

You are entitled to a remedy — a working replacement or, where we cannot supply one, a refund — if you report the problem within 7 days of delivery and one of the following applies:

1. The product is faulty or defective. The key or account is rejected by the publisher as invalid, already used, blocked or expired when activated correctly on a supported platform.
2. The product is not as described. You received a different edition, version, platform, region or licence duration from the one shown on the product page at the time of purchase, or files listed as included are missing.
3. The product was never delivered. No key or download link reached you and none is visible in your account, and the failure is not the result of an incorrect email address supplied by you (see section 11).
4. The download link does not work and we are unable to supply a working alternative.

We may ask you for reasonable evidence of the defect, such as a screenshot or photograph of the exact error message returned by the publisher’s activation service. We may also ask you to carry out a small number of basic troubleshooting steps, or to allow us to raise the issue with the publisher. This is normally resolved within a few working days.

5. When a refund is not available

Outside the circumstances in section 4, we are unable to offer a refund. In particular, no refund is available where:

• The licence key has been redeemed, activated or registered. Once a key is bound to an account, device or publisher profile it cannot be resold or returned, and the sale is final.
• You changed your mind, no longer want the software, found it cheaper elsewhere, or ordered by mistake, after delivery has taken place.
• You bought the wrong product. Please check the edition, version, platform and region on the product page before ordering, and ask us first if you are unsure — we are happy to advise before you buy.
• Your device or operating system does not meet the publisher’s system requirements. These are set by the software publisher and are stated on the product page or the publisher’s website.
• The problem is caused by your own hardware, operating system, antivirus software, network or a third-party service, rather than by the licence we supplied.
• The key was activated on more devices than the licence permits, or was shared, resold or published, and the publisher has consequently blocked it. Each product page states how many devices and how long the licence covers.
• You have lost or deleted the key after delivery. We will re-send the original delivery email free of charge, but we cannot issue a new licence.
• The report is made more than 7 days after delivery, except where you have longer rights under applicable consumer law (see section 13).

6. Refund eligibility at a glance

This table is a summary for convenience. The full terms in sections 4 and 5 prevail.

7. How to make a claim

There is no form to post and nothing to return. To open a claim, email [email protected] within 7 days of delivery and include:

1. Your order number and the email address used for the purchase;
2. The product name and the licence key concerned;
3. A clear description of the problem, with a screenshot of the error message where one is shown.

We acknowledge every claim within 1 working day and aim to resolve it within 5 working days. Where we need to refer the matter to the software publisher, we will keep you updated while we wait for their response.

8. How refunds are paid

• Approved refunds are issued to the original payment method only — the card, PayPal account or bank account used to place the order. We cannot refund to a different card, account or person.
• Refunds are made in the currency of the original transaction. Where you paid in a different currency, your bank or card issuer sets the exchange rate, and we are not responsible for any difference caused by currency movements.
• We issue approved refunds within 14 days of confirming your claim. Card and PayPal refunds typically appear within 3–10 working days depending on your provider; bank transfers may take slightly longer.
• We do not charge any restocking, handling or administration fee on a valid refund, and we refund the full amount you paid for the affected item.
• Any payment surcharge shown separately at checkout is refunded together with the item where the whole order is refunded.

9. Replacements and exchanges

Where a licence is faulty, our first remedy is to supply a working replacement key of the same product, free of charge. This is usually the fastest resolution. If we cannot supply a working replacement within a reasonable time, we will refund you in full.

We do not exchange a correctly supplied, working product for a different product, edition or version. If you would like different software, it must be purchased separately.

10. Subscriptions and recurring orders

Some products are sold as a subscription that renews automatically until cancelled.

• You may cancel a subscription at any time from My Account → Subscriptions, or by emailing [email protected].
• Cancellation stops all future renewal payments. It takes effect at the end of the period you have already paid for, and you keep access until then.
• Please cancel at least 48 hours before the renewal date to be certain the next payment is not taken.
• Renewal payments already taken are not refundable once the new licence period has been delivered, because the digital content for that period has already been supplied. If a renewal was taken in error, or the renewed licence is faulty, contact us within 7 days and section 4 applies.
• We do not charge any cancellation or early-termination fee.

11. Orders sent to an incorrect email address

Your licence is delivered to the email address entered at checkout, and is also saved to your account on the Site.

• Always check your spam, junk and promotions folders first. Filtering is the most common reason an order appears not to have arrived, and it is not a delivery failure.
• You can view every key and download link at any time under My Account → Orders, whether or not the email reached you.
• If you mistyped your email address, tell us the correct one and we will re-send your order free of charge. A typing error made at checkout is not a defect and does not create a right to a refund.
• If the address you entered by mistake is a real address belonging to someone else, the key may already have been redeemed by its recipient. We cannot recover or replace a key in that situation, so please check your address carefully before paying.

12. Chargebacks and payment disputes

If something has gone wrong, please contact us first — almost every issue is resolved quickly and directly. Opening a chargeback or payment dispute before contacting us delays the outcome for everyone, as the funds are frozen while the case is investigated.

Where a chargeback is raised, we will supply the payment provider with the order record, the delivery confirmation and the licence activation status. We reserve the right to suspend an account while a dispute is open, and to recover any fee charged to us in respect of a dispute that is decided in our favour.

If your card was used without your authorisation, please report it to your bank or card issuer immediately — they are responsible for investigating fraudulent use of your payment instrument. Please also tell us, so that we can block the licence where possible and assist their investigation.

13. Your statutory rights

Nothing in this policy limits or excludes any right you have under the consumer law of your country of residence, and we do not seek to exclude liability where the law does not allow it.

• United Kingdom. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. Where it is not, you may be entitled to a repair, replacement or price reduction, and these rights are not limited to the 7-day window described above.
• European Union. Under Directive (EU) 2019/770 you have rights where digital content does not conform to the contract, and under Directive 2011/83/EU your right of withdrawal applies except where you have expressly consented to immediate supply and acknowledged the loss of that right, as described in section 3.
• Elsewhere. If the mandatory consumer law of your country of residence gives you stronger rights than this policy, those rights apply.

The 7-day window in this policy is the period within which we ask you to report a problem so that we can put it right quickly. It does not replace or shorten any longer statutory remedy available to you.

UK and EU consumers may also use the online dispute resolution platform provided by their national authorities. We are happy to work with you directly to resolve any complaint before it reaches that stage.

14. Contact us

Our support team answers every refund and technical enquiry. Please quote your order number so we can help you faster.