Legal

Refund Policy

DIGITAL PRODUCTS RETURN, REFUND AND ACTIVATION GUARANTEE POLICY

Effective Date: August 1, 2026

PCSalesOnline.com is owned and operated by Key Supplier LLC, an independent online software retailer.

We are committed to providing accurate product information, reliable digital delivery, and fair assistance when a product cannot be installed or activated as described.

This policy applies to customers located in the United States, Canada, and Australia.

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded under applicable federal, state, provincial, territorial, or national consumer protection law.

1. Digital products covered by this policy

Digital products may include:

  • Software product keys;
  • Download links;
  • Installation files;
  • Activation instructions;
  • Digital licenses; and
  • Other electronically delivered software-related content.

An order is considered delivered when the purchased product key, download link, or other digital content has been:

  • Sent to the email address entered during checkout;
  • Made available through the customer’s account; or
  • Otherwise electronically provided to the customer.

Customers are responsible for providing a valid email address and reviewing the product description, edition, supported operating system, device limits, region, language, system requirements, and compatibility information before purchasing.

2. 30-Day Activation Guarantee

Eligible software purchases include a voluntary 30-Day Activation Guarantee.

If a product key supplied by PCSalesOnline:

  • Is invalid;
  • Does not correspond to the product ordered;
  • Cannot be activated as described; or
  • Does not provide access to the purchased product,

the customer should contact us within 30 days of delivery.

We will make reasonable efforts to:

  1. Diagnose and resolve the installation or activation problem;
  2. Provide corrected instructions;
  3. Provide a replacement product key or corrected product; or
  4. Issue a refund if we cannot resolve the problem or provide a working replacement.

This voluntary guarantee is provided in addition to any mandatory consumer rights. It does not mean that statutory rights expire after 30 days.

3. Information required to investigate a claim

To help us investigate an activation, replacement, or refund request, we may ask for:

  • The order number;
  • The email address used for the purchase;
  • The product name and edition;
  • The operating system and device being used;
  • The exact error message;
  • A screenshot showing the error; and
  • Confirmation that the supplied instructions were followed.

Customers should not send passwords, complete payment card information, private account credentials, or any unnecessary sensitive information.

4. Circumstances in which a refund may be approved

A full or partial refund may be approved in the following circumstances.

Duplicate purchase

The same product was accidentally purchased more than once, provided that the duplicate product key has not been activated, redeemed, transferred, disclosed, or otherwise used.

Non-delivery

The purchased digital product was not delivered, and our support team is unable to provide it within a reasonable period after being notified.

Invalid or non-working product key

The product key is invalid or cannot be activated as described, and we cannot resolve the issue or provide a working replacement.

Incorrect product delivered

The delivered product is materially different from the product shown in the order confirmation.

Materially inaccurate product description

The product does not match a material compatibility statement, edition, feature, or description displayed on the product page at the time of purchase.

Unauthorized transaction

The transaction was unauthorized, subject to reasonable payment, identity, and fraud verification.

Refund required by law

A refund or other remedy is required under applicable consumer protection law.

5. Exchanges for unused digital products

A customer who purchased the wrong software edition may request an exchange within 30 days of delivery if the original product key has not been:

  • Activated;
  • Redeemed;
  • Registered;
  • Transferred;
  • Disclosed to another person; or
  • Otherwise used.

Approval may require verification that the original license remains unused.

If the replacement product costs more, the customer must pay the difference. If the replacement product costs less, PCSalesOnline may refund the difference to the original payment method or provide store credit, depending on the circumstances and applicable law.

6. Circumstances that are generally not refundable

Except where required by applicable law, refunds are generally unavailable in the following circumstances.

Change of mind after digital delivery

The customer no longer wants the product after the product key, download link, or digital content has been delivered.

Successfully activated or redeemed product

The product has been successfully activated, redeemed, registered, or associated with a device or account.

Failure to review disclosed compatibility requirements

The software is incompatible with the customer’s device or operating system, but the relevant system requirements and compatibility information were accurately disclosed before purchase.

Customer-side technical issues

The problem is caused by the customer’s:

  • Device or hardware;
  • Operating system;
  • Internet connection;
  • Security settings;
  • Existing software;
  • Account restrictions;
  • Malware;
  • Unsupported configuration; or
  • Other circumstances unrelated to the product supplied by PCSalesOnline.

We will still make reasonable efforts to assist with installation and activation.

Failure to follow installation instructions

The customer did not follow the supplied installation or activation instructions or made unsupported modifications to the product, installation files, operating system, or product key.

Use outside the stated product terms

The product was used or attempted to be used outside its stated device, user, edition, region, or licensing limitations.

Price changes

The product price was reduced after the order was placed, or the customer later found a different price elsewhere.

7. United States customers

For United States customers, this policy applies subject to all mandatory federal and state consumer protection rights.

The applicable refund and exchange conditions are disclosed through this policy before purchase. PCSalesOnline will honor this published policy and any additional remedy required by applicable law.

8. Canadian customers

For Canadian customers, this policy applies subject to mandatory federal, provincial, and territorial consumer protection rights.

Consumer protection requirements may differ depending on the province or territory in which the customer resides. Nothing in this policy excludes any mandatory remedy available for a defective, misrepresented, undelivered, or non-conforming product.

PCSalesOnline will not use this policy to avoid a remedy that must legally be provided.

9. Australian customers

For Australian customers, products and services supplied by PCSalesOnline come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the nature and seriousness of a failure, an Australian consumer may be entitled to:

  • A repair or correction;
  • A replacement;
  • A refund or cancellation; and
  • Compensation for reasonably foreseeable loss or damage.

Our voluntary 30-Day Activation Guarantee is provided in addition to these rights and does not replace, restrict, or shorten them.

A statement that a digital product is generally non-refundable does not apply where the customer is entitled to a remedy under the Australian Consumer Law. Australian regulators have specifically confirmed that consumer guarantee rights can apply to digitally downloaded goods.

10. How to request assistance, an exchange, or a refund

Please contact:

Email: support@pcsalesonline.com
Website: PCSalesOnline.com

The request should include:

  • The order number;
  • The email address used for the purchase;
  • The product purchased;
  • A clear description of the issue;
  • Any relevant error message or screenshot; and
  • The requested resolution.

Submitting a request does not automatically guarantee a discretionary refund. Each request will be reviewed based on the order history, license status, technical findings, this policy, and applicable consumer law.

11. Refund processing

Approved refunds will normally be returned to the original payment method.

PCSalesOnline will generally initiate an approved refund within five business days. The time required for the funds to appear in the customer’s account depends on the payment provider, card issuer, or financial institution and may take up to ten business days or longer in exceptional circumstances.

The customer will receive confirmation after the refund has been initiated.

12. Fraud, abuse, and misuse

To the extent permitted by law, PCSalesOnline may reject a discretionary exchange or refund where there is reasonable evidence of:

  • Fraud;
  • Refund abuse;
  • False or conflicting information;
  • Unauthorized resale;
  • Attempts to continue using a refunded product;
  • Repeated abusive claims;
  • Chargeback abuse; or
  • Violation of applicable licensing terms.

This section does not restrict legitimate consumer complaints, mandatory consumer rights, or valid payment disputes.

13. Policy updates

We may update this policy to reflect changes to our products, operations, payment providers, or legal obligations.

The version applicable to an order is generally the version published at the time the order was placed, unless a later version grants the customer more favorable rights or applicable law requires otherwise.