Returns, Refunds, and Replacements – Mr Key Shop

Returns and Refunds

Mr Key Shop follows the “Money-back Warranty” policy with a 100% refund warranty.

We allow you to return or replace a product at any given time if you made an erroneous purchase or you’re not satisfied with your product. Our Customer Service will process every request from yours, while our Technical Team is always at your disposal for any issue.

RETURNS & REFUNDS

1.1 – Your return or refund request will be immediately approved as long as:

• You declare the product is non-functional (you have to provide proof of the issue).

REPLACEMENT

1.2 – Your replacement request will be immediately approved as long as:

• You declare you made an erroneous purchase.
• You declare the product is non-functional (you have to provide proof of the issue).
• You declare the product has not been used and won’t be used in the future.
• You declare the product has not been transferred to third parties and won’t be transferred in the future.

*Note: Your statements will be deemed as formal, therefore will have full legal validity.

For any request that is compliant with the requisites outlined in 1.1, the refund will be issued within 24 hours.

WHEN A REQUEST WILL NOT BE APPROVED?

- A refund or replacement request will be denied by Mr Key Shop if the product has already been activated, and is thus not reusable and remarketable.

- A refund or replacement request will be denied by Mr Key Shop if you decline assistance from our team.

- A refund or replacement request will be denied by Mr Key Shop if it is issued 14 days after the purchase or later.

You must exercise the greatest caution before you install and activate the license. Before you proceed, you must ensure you purchased the correct product for your device, according to software compatibility. All products subject to return or substitution will be locked out and will not be reusable. In case they have already been activated, they will not work anymore on the target devices.

Our Customer Service will be more than happy to help you and our team will always be at your disposal for any inquiry, any time.

WHAT ARE YOU WAITING FOR? SHOP NOW WITH CONFIDENCE.

DIGITAL WITHDRAWAL FUNCTION — ART. 54-BIS ITALIAN CONSUMER CODE

Pursuant to Directive (EU) 2023/2673 of the European Parliament and of the Council of 22 November 2023, implemented across all EU Member States from 19 June 2026, Mr Key Shop provides consumers with a digital withdrawal function for contracts concluded via an online interface, accessible directly on this page by all users, including guests. 

The function is labelled "Withdraw from contract here" and remains continuously available throughout the entire withdrawal period. The process consists of two steps: the consumer completes the online withdrawal declaration and then confirms it via the "Confirm withdrawal" function. Upon confirmation, Mr Key Shop will send, without undue delay, an acknowledgement of receipt on a durable medium, including the content of the declaration and the date and time of transmission.

The digital function supplements, and does not replace, other existing withdrawal methods, including the standard withdrawal form and written communication to customer support.

Please note: for orders involving digital content (software licences) that has already been delivered with the consumer's express consent, the right of withdrawal is not applicable pursuant to Article 16(m) of Directive 2011/83/EU as amended. In such cases, the digital withdrawal function will guide the consumer in verifying whether the right of withdrawal applies to their specific order and will inform them of any exclusion, indicating the alternative support options available.

WAIVER OF RIGHT OF WITHDRAWAL - DIGITAL CONTENT

Pursuant to Article 16(m) of Directive 2011/83/EU on consumer rights, as amended by Directive (EU) 2023/2673 and implemented in each EU Member State, the right of withdrawal is excluded for contracts for the supply of digital content not supplied on a tangible medium where performance has already begun and, since the contract imposes an obligation to pay on the consumer, the following three conditions are cumulatively met:

1. the consumer has given prior express consent to begin performance during the 14-day withdrawal period;
2. the consumer has expressly acknowledged that they thereby lose their right of withdrawal;
3. Mr Key Shop has provided confirmation of the consumer's express consent and acknowledgement on a durable medium, prior to the conclusion of the contract.

All three conditions are satisfied at the moment the consumer completes the purchase process on Mr Key Shop: the mandatory checkbox at checkout formalises the consent and acknowledgement referred to in points 1 and 2, while the order confirmation email constitutes the communication on a durable medium referred to in point 3.

Consequently, for orders in which the software licence has been delivered or made available, the consumer will not be entitled to exercise the right of withdrawal under applicable law.

This provision does not affect the consumer's rights under the legal guarantee of conformity, nor the voluntary "Satisfaction Guaranteed" commercial policy adopted by Mr Key Shop, which remains applicable under the conditions described in sections 1.1 and 1.2