Last updated: September 30, 2026
Everything we sell is a software license delivered as a product key by email, so a refund here is decided on one question: does the key work.
When we refund in full
- Your key does not activate and we cannot supply a working replacement. This is the main case. The replacement guarantee runs for the life of the license, so tell us whenever it happens and we replace the key. If the replacement does not activate either, you get your money back in full within the first 30 days of purchase; after that we keep replacing the key until it works.
- Your key was never delivered and we are unable to deliver it.
- You cancel before the key is revealed. The key is revealed when you open the delivery email. If you have not opened or used it, tell us and we cancel and refund.
- The listing was wrong. If what you received does not match what the product page stated — a different edition, a different license type, a regional restriction we did not disclose — that is our error, and we refund it.
Exchanges
Bought the wrong edition? If you have not activated the key, tell us and we exchange it for the right one: you pay the difference, or we refund it. Once a key has been activated it cannot be exchanged.
When we do not refund
- A key you have revealed and activated successfully. Once a license key has been used it cannot be returned to stock or resold, so we cannot take it back. If you are not certain you need the license, do not activate it — ask us first.
- An OEM license that stopped working after a motherboard replacement. OEM licenses are permanently tied to the first machine they activate on. That is how the license type works, not a fault, and any listing selling one says so before you buy. See License types explained.
- The wrong edition, once activated, when the listing stated the edition correctly. We will still try to help, but a correct listing read differently is not a defect.
How to ask for one
Write to us at support@mygenuo.com with your order number and, if the problem is activation, the exact error code on your screen. That code is what tells us what happened, and an activation problem can often be solved without a refund at all — start at the Activation Center.
Our support team is available 24/7 at support@mygenuo.com. If we agree a refund, it returns to your original payment method. Your bank sets the pace from there; card refunds usually appear within 5 to 10 business days.
Before you call your bank
If something has gone wrong, write to us before opening a dispute. Our support team is available 24/7 at support@mygenuo.com. We would rather fix it directly — a chargeback on a delivered key can take weeks.
Your statutory rights
Nothing here limits any right you have under the consumer law that applies to you. Where that law gives you more than this policy does, the law wins.