The product is not as described
For example, because parts of the product (activation code) are missing.
Customer service
CD-Keys Refund Policy
Here you can read about when a refund is possible, what rules apply to digital software keys, and how to submit a problem report or refund request.
In short
- Is your key not working?We’ll fix it—usually with a brand new key. If that doesn’t work, we’ll refund you.
- Right of Withdrawal: This right expiresas soon as delivery begins, provided you have expressly agreed to this when placing your order.
- Refunds: If it still doesn’t workafter replacement, we’ll issue a refund via the same payment method within 14 days at the latest.
Right of Withdrawal for Digital Software Keys
For distance contracts, a statutory 14-day cancellation period normally applies. For digital content, the right to cancel may expire as soon as delivery has begun if, prior to purchase, you:
- you have expressly agreed to immediate delivery;
- You acknowledge that this means you lose your right of withdrawal.
This consent is requested during the ordering process and recorded in the order confirmation.
Refund Policy
Once you have expressly agreed to immediate delivery during the ordering process and acknowledged that you thereby lose your right of withdrawal, the right of withdrawal expires the moment delivery begins. This is in accordance with Article 16(m) of Directive 2011/83/EU of the European Parliament and of the Council of October 25, 2011, on consumer rights (read here).
Your legal rights in the event of a defect always remain in effect.The expiration of the right of withdrawal does not affect your legal rights in the event of a defect. If the key does not function as agreed, we will first ensure, free of charge and within a reasonable time, that you receive a working key, typically by replacing the key. If this is not possible, if it does not happen within a reasonable time, or if the problem persists thereafter, you are entitled to a refund. This follows from Article 14 of Directive (EU) 2019/770 on digital content, as transposed into Belgian law (Article 1701/1 et seq. of the former Civil Code) and Dutch law (Article 7:50aa et seq. Civil Code). In the exceptional cases where the law permits an immediate refund—for example, in the event of a serious defect—that right naturally remains in effect.
To quickly determine whether the issue lies with the key or your own platform, we ask that you cooperate reasonably, for example by providing a screenshot of the error message and information about your Windows or Office version (Article 12(4) of Directive (EU) 2019/770).
In any case, you are entitled to a solution or a refund when:
The code doesn't work
If the activation code is marked as invalid or already used when you try to activate it on the correct platform, please contact us delivered instantly first. We’ll investigate the issue and resolve it, usually by providing a brand new key. If the problem persists, we’ll issue a refund.
The key will be invalidated at a later date
The key is intended for one-time activation without a subscription and remains valid for the purchased version as long as Microsoft supports that version. If your key is declared invalid by Microsoft during this period without you having violated the key terms, please contact us. We’ll work together to find a solution.
Here’s how a refund works
- Report the issue: Describethe issue as specifically as possible, for example, by providing a screenshot of the error message that appears during activation.
- We’ll take care of it. We’llinvestigate the issue and replace the key with a working one at no cost.
- If it still doesn’t work after that,you can request a refund. We’ll refund the amount via the same payment method within 14 days at the latest.
Read the legal information in your language
Directive 2011/83/EU (Consumer Rights) 24 languages
Directive (EU) 2019/770 (digital content) 24 languages
Complaints
If you believe we have fallen short in our service, our terms and conditions, or our privacy policy, you may file a complaint. You can do so by email at info@cd-keys.uk or via our contact form.
Please include the following in your complaint:
- the order number to which the complaint relates;
- What do you think went wrong?
- a description of the circumstances.
We will acknowledge your complaint within a few business days and strive to resolve it within 14 (fourteen) days of receipt.
If we can’t resolve the issue together,you can submit your complaint free of charge to WebwinkelKeur, of which our online store is a member. They handle disputes independently through DigiDispuut.
Our agreements are governed by Belgian law. As a consumer, you also retain the protection afforded by the mandatory laws of your own country and may bring any dispute before the courts of your place of residence. See also our terms and conditions.
Cancellation or Return Form
Download the template form as a PDF, fill it out, and send it to info@cd-keys.uk.
Need help?
Having trouble with your key? We’ll take care of it.
Please contact our customer service. Provide your order number, and we’ll assist you as soon as possible.