Refund & Exchange Policy

Overview

WDKey sells digital software licenses delivered electronically. Because digital products can be accessed immediately after purchase, refund and exchange requests are reviewed according to the delivery status, license status, activation status and support history of the order.

WDKey accepts eligible exchanges for unused digital licenses when the request meets the conditions explained on this page.

If your license cannot be delivered or cannot be activated after support review, we will assist with a replacement, eligible exchange or refund.

When a refund may be approved

You may be eligible for a refund if:

• The product key was not delivered.
• The supplied license key is invalid and our support team cannot provide a working replacement.
• You purchased the wrong product and the license has not been viewed, used, redeemed or activated.
• A duplicate order was placed by mistake and the duplicate license has not been viewed, used, redeemed or activated.
• WDKey cannot complete an approved exchange or provide a suitable replacement product.

Exchanges are accepted

WDKey accepts exchanges for eligible unused digital software licenses. An exchange may be approved when:

• You purchased the wrong edition, platform, duration or number of devices.
• The license has not been viewed, used, redeemed, activated or connected to an account.
• You received a product different from the product shown in your confirmed order.
• A duplicate unused license needs to be exchanged for another eligible product.
• The supplied license is invalid and our support team approves an exchange instead of a direct replacement.

Exchanges are subject to product availability and review. Any price difference between the original product and the replacement product must be resolved before the exchange is completed.

When the replacement product costs more, the customer may be asked to pay the difference. When it costs less, WDKey will confirm the available solution during the exchange review.

Non-refundable and non-exchangeable situations

A refund or exchange may not be available when:

• The license key has already been viewed, used, redeemed, activated or connected to an account.
• The subscription period has already started according to the supplied license terms.
• The issue is caused by incompatible hardware, an unsupported operating system, incorrect installation or failure to review the product requirements.
• The customer purchased the wrong platform or edition and used or activated the license before contacting WDKey.
• The customer refuses reasonable troubleshooting, account verification or activation assistance.
• The purchase was made using incorrect customer information and digital delivery was completed successfully.
• The requested exchange product is unavailable and the original license has already been accessed or used.

Digital licenses are sensitive products. Please verify the product name, operating system, edition, duration and device limit before completing your purchase.

Activation support

If you experience an activation issue, contact WDKey support before requesting a refund or exchange.

Our support team may request your order number, screenshots, error messages, installed software edition, operating system details or other relevant information to verify the problem.

We will first try to help you activate the license. When applicable, we may provide a valid replacement or approve an eligible exchange or refund.

How to request a refund or exchange

Contact WDKey support and provide the information required to review your request.

• Send your request to support@wdkey.com.
• Include your order number and checkout email address.
• Include the full name of the purchased product.
• Clearly state whether you are requesting a refund, replacement or exchange.
• For an exchange, include the name of the replacement product you would like to receive.
• Include screenshots and the complete error message when there is an activation problem.
• Do not redeem or activate the license while the exchange request is being reviewed.
• Wait for our support team to confirm the result.

Processing time

Refund and exchange requests are reviewed after the required order and license information has been received.

Approved exchanges are completed after the original license is verified as unused and any applicable price difference has been resolved.

Approved refunds are returned to the original payment method when possible. The time required for the funds to appear may depend on your bank, card issuer or payment provider.

Most approved refund requests are submitted within a few business days after the review is completed.