Refund & replacement policy

Last updated: 1 January 2026.

The short version

• 14-day full refund on any key that has not been activated.
• Lifetime replacement on any activated key that later fails activation.
• Pro-rata refund on Microsoft 365 subscriptions within 30 days.
• No restocking fee, no admin fee, no fine print.

14-day full refund — non-activated keys

If you have not yet entered the product key into Microsoft's activation system, you may request a full refund within 14 calendar days of purchase, for any reason. Email support@licensevault.net with your order number and we'll cancel the license server-side and refund the original payment method within 2 business days.

Lifetime replacement — activated keys that fail

Every key carries a lifetime activation guarantee. If an activated key is later invalidated by Microsoft (extremely rare, but possible in the case of a revoked volume batch), we provide a free replacement key for the same edition for as long as the underlying product is supported by Microsoft. If no replacement is available, we refund the original purchase price in full.

Wrong edition / duplicate purchase

Mistakes happen. Email us within 14 days and DON'T activate the key — we'll cancel the order and credit the amount toward the right product (or refund it in full if you'd rather walk away). If you've accidentally activated the wrong edition, see /help/activation — most edition mismatches can be fixed without a new key.

Microsoft 365 subscriptions

Annual subscriptions are refundable pro-rata for the unused months, provided the subscription was bought within the last 30 days and you've used less than 10% of the term. Monthly subscriptions are non-refundable mid-month; cancel before renewal to avoid the next charge.

Legal basis

This policy is built on top of — and goes further than — your rights under EU Consumer Rights Directive 2011/83/EU. Specifically, we voluntarily waive the Article 16(m) digital-content exception for keys that have NOT been activated, even where the law would let us keep your money. Customers outside the EU receive the same terms.

Chargebacks

Please email us first — we resolve 99% of complaints within 24 hours and a chargeback typically takes 30–60 days for you, plus a fee from your bank. We do not contest legitimate chargebacks; we will contest chargebacks filed after a working key was delivered and activated, with evidence of activation.

How to request a refund

1. Email support@licensevault.net.
2. Put your order number in the subject line.
3. State whether the key has been activated.
4. If applicable, attach a screenshot of the activation error.
5. We reply within 2 hours, 24/7, and issue the refund within 2 business days of approval.

Frequently asked

Can I get a refund after I've received the key?

If the key has not yet been activated against Microsoft's servers, yes — full refund within 14 days, no questions asked. If the key has been activated, EU Directive 2011/83/EU Article 16(m) allows us to disclaim withdrawal because the digital content has been consumed; in that case we replace rather than refund.

What if the key won't activate?

We replace it free of charge under the lifetime activation guarantee, usually within an hour. If we can't supply a working replacement, you get a full refund.

I bought the wrong edition — what now?

Email support within 14 days, do NOT activate the key. We'll cancel the original order and credit the amount toward the correct edition.

How long do refunds take?

Refunds are issued to the original payment method within 2 business days of approval. Your bank may take an additional 3–5 days to display the credit.

Do refunds include VAT?

Yes — the refunded amount is the full gross amount you paid, VAT included. A credit invoice is issued automatically.

Can I refund a Microsoft 365 subscription mid-term?

Yes, pro-rata for unused months, provided the subscription was purchased within the last 30 days and less than 10% of the term has been consumed.

What if I bought a key for the wrong country / language?

Microsoft keys for Office and Windows 10/11 are not language-locked — you can install in any language. So this almost never needs a refund. Server and SQL Server localised SKUs do differ; email us within 14 days and don't activate.

Do you charge a restocking fee?

No. Refunds within the 14-day window are at 100% of the amount paid. There are no restocking, processing or administrative fees.