Last Updated: May 31, 2025
This Refund Policy outlines how refunds are processed for both digital and physical products purchased from Mskeyify. It is part of our Terms of Service and should be read alongside our Shipping & Delivery Policy and Return Policy. Please carefully review this policy before making a purchase.
At Mskeyify, we are committed to providing high-quality digital and physical products alongside exceptional customer service. We understand the importance of clarity and fairness when it comes to refunds.
1. General Principles of Refunds
All refunds are subject to the terms outlined in this policy, our Return Policy, and the statutory consumer rights afforded to you under UK and EU law (including the Consumer Rights Act 2015 in the UK and the EU Consumer Rights Directive).
2. Refund Eligibility & Conditions
Refund eligibility varies based on the type of product (digital or physical) and the reason for the request.
A. Digital Products
Our digital products (e.g., software, license keys, digital content) are delivered electronically.
- Cooling-Off Period (Waiver): Under UK and EU consumer laws, there is generally a 14-day “cooling-off” period for online purchases. However, for digital content that is supplied instantly (e.g., immediate download or access to a license key), this right to cancel can be waived. By purchasing and initiating the download/access of our digital products (including viewing or activating a license key), you expressly consent to the immediate supply of the digital content and acknowledge that you waive your right to cancel within the 14-day cooling-off period once the download/access has begun.
- Non-Delivery of License Key/Access: If you do not receive your license key or access to the digital product due to technical issues on our end, please contact our Technical Support Team at [email protected] within 7 days of purchase. We will promptly investigate and ensure delivery. If we cannot resolve the non-delivery, you will be entitled to a full refund.
- Major Defects / Faulty Digital Content: Despite our rigorous testing, unforeseen issues might arise. If your digital product is faulty, not as described, or not fit for purpose:
- Please report any major defects to our Technical Support Team at [email protected] for evaluation.
- We will attempt to resolve the issue (repair or replacement) within 12 hours of your report.
- If we cannot rectify the defect within this timeframe, or a repair/replacement is not possible, you may be entitled to a full refund or a price reduction, depending on the severity of the defect and your preference.
- If our faulty digital content damages your device or other digital content you own, you may be entitled to compensation.
- Unwanted Product (Digital): Given the immediate and irrevocable nature of digital goods, and in line with the waiver of the cooling-off period as explained above, we generally do not offer refunds for digital products if you simply change your mind after purchase and the product has been accessed, downloaded, or the license key revealed/activated. Refunds for “unwanted product” will only be considered if the product has not been accessed, downloaded, or the license key viewed/activated, and the request is made within 30 days of purchase.
B. Physical Products
For physical products, your refund eligibility is based on your statutory rights and our Return Policy.
- Right to Cancel (Cooling-Off Period): You have a statutory right to a full refund for physical products if you cancel your order within 14 calendar days from the day you receive the goods. This is known as the “cooling-off period.”
- You must inform us of your decision to cancel and return the goods to us without undue delay, and in any event no later than 14 days from the day you informed us of your cancellation.
- You are responsible for the direct cost of returning the goods.
- We may make a deduction from the refund for any loss in value of the goods if the loss is a result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
- Faulty or Misdescribed Physical Products: If your physical product is faulty, not as described, or not fit for purpose, you are entitled to:
- An initial 30-day right to reject the goods for a full refund from the day you take ownership.
- After 30 days (but generally within six months of purchase), you have the right to a repair or replacement. If a repair or replacement is not possible or fails, you may be entitled to a full or partial refund.
- We will cover the cost of returning faulty or misdescribed physical goods.
3. How to Request a Refund
- Contact Us: Initiate your refund request by contacting our Technical Support Team via:
- Email: [email protected]
- Provide Necessary Details:
- Your order number.
- The email address used for the purchase.
- A clear explanation of the reason for your refund request (e.g., unwanted product, non-delivery, major defect, faulty physical product, cooling-off cancellation).
- For physical product returns, you must follow the return instructions in our Return Policy.
- For faulty products (digital or physical), please provide photos or videos demonstrating the issue, where applicable.
4. Refund Processing
- Once your refund request is received and approved (and for physical products, once the returned goods are received and inspected), we will notify you via email regarding the status of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
- Original Shipping Costs (for Physical Products): If you cancel your entire order for physical products within the 14-day cooling-off period, we will refund the standard shipping costs you paid for the original delivery. We are not obliged to refund any supplementary costs if you chose a more expensive delivery option. Original shipping costs are also refunded for faulty physical products.
5. Late or Missing Refunds
If you haven’t received an approved refund within the specified timeframe:
- First, check your bank account again.
- Then contact your credit card company; it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve completed these steps and still haven’t received your refund, please contact us at [email protected].
6. Technical Support & Download Assistance
We prioritize resolving any download or access issues before resorting to a refund for digital products. If you encounter download difficulties or issues accessing your purchased digital content, please reach out to our Technical Support Team at [email protected] within 30 days of purchase. We’ll do our best to assist you and ensure successful access.
7. Contact Us
For any questions or assistance, feel free to contact us:
📧 Email: [email protected]
📞 Phone: +44 7446 278756
🏢 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom