Please ensure your replacement request does not meet any of the following restrictions before attempting a replacement request. “If you have any questions or need assistance, please contact us. We are available 24/7 to help you.”

Incorrect purchases

We can not issue a refund or replacement if a customer has purchased an incorrect product or the product is not compatible. We endeavor to make the product compatibility as clear and visible as possible, and we can not be held responsible for any incorrect purchases.

Example 1, purchases a windows software package for a Mac machine.

Example 2 purchases a product suitable for windows 10 only but has a windows 8 operating system.

Installation and Activation Issues

Our support team is ready to help with any issues you have with your purchased Product Key; therefore, we endeavor to resolve any issues with you before actioning a refund.

We reserve the right to request digital images during this process, such as a screenshot of the code being entered and the error encountered to help us investigate the issue.

In some cases, we may need to use remote-based access and support software, such as Team Viewer, to resolve your issue.

Refunds and replacements will only be issued in cases where we have been allowed access to investigate fully and are unsolvable.

Product Use Issues

For product-related issues, such as making a new document in Word or a program not responding to issues, don’t hesitate to contact official support or view their online support.

Order Cancellation

We reserve the right to cancel any incoming order that it might believe to be suspicious (such as unauthorized/ fraud payments etc.). Similar paid orders are refunded, and the goods are not delivered.

We can not cancel orders if you have already received the activation code, as this item is no longer safe and secure, and there is no way to re-sell that item.

We can not cancel or refund an order just because you don’t enjoy/ like, or use the product. Once you activate the code, it is permanently bound to your account; therefore, we can not refund you.

Due to the nature of the product and Digital Delivery, once ordered, the product key will be shown on the screen and emailed directly to you. As we can not stop this process and be unable to re-issue this unique Product Key, as soon as you have purchased your item, this would become none refundable, and you would be unable to cancel your order.

Digital Delivery

As we offer digital products, we can not know the identity of the person who redeems the code. For each order placed, we track the delivery of the Product Key and store vital details of when the code has been viewed by the customer, including the date, time, and IP address. All of our Product Keys are guaranteed and checked.

Error Code Issues

Redemption errors must be reported within 7 days of purchase. We are unable to offer refunds or replacements once this date has passed.

Exchanges

Suppose the software package is defective or can not be resolved even after receiving assistance from our technical support team (Via Email). In that case, we will issue customers with a replacement product key for the same product purchased only.

Please note that exchanges are only available within 7 days of the original purchase date.

How to initiate a Refund/Exchange

Don’t hesitate to get in touch with us via email email at mailto:support@genuineprokey.com.

Please make sure you include Your Complete Name, Order Number, and Product Key stated on the order and any accompanying images so we can locate your order and begin an investigation and resolution straight away. Please note that Genuineprokey reserves the right to refuse any refund or return request that does not meet their policy criteria.