Refund policy

This page sets out the conditions for returns, cancellation and withdrawal for purchases through thekeystore.ch. Your contracting party is Everix GmbH, operator of TheKeyStore Switzerland, Cheerstrasse 13i, 6014 Luzern, Switzerland. Contact: info@thekeystore.ch, +41 75 577 99 99.

1. Returns and complaints are different matters

A return following a change of mind concerns a product you no longer want. A faulty product key, damaged goods or an incorrect or incomplete delivery is instead a complaint concerning the order. The Terms and Conditions, particularly the activation guarantee and rights concerning defects, apply to these cases. The voluntary return conditions below do not restrict those claims.

In Switzerland, ordinary online purchases generally do not carry a statutory right of withdrawal simply because you change your mind. We provide the voluntary return option described below for this purpose. Mandatory statutory rights always take precedence. Consumers in Liechtenstein should pay particular attention to section 4.

2. Digital products: voluntary returns for Switzerland

For digital products, the voluntary return period of 14 calendar days begins when the contract is concluded in accordance with our Terms and Conditions. Notify us of your return request within this period. It is sufficient to send your unambiguous statement before the deadline expires.

• Not yet provided: If the product key or digital content has not yet been provided, you may request cancellation within the period. We refund amounts already paid.
• Provided but not used: A key that has not yet been used or activated may be returned within the period. We may request confirmation that it has neither been used nor passed on. After returning it, you must not use or share the key; stored copies of the key must be deleted.
• Already used or activated: This voluntary arrangement does not provide a right to return a key already used or activated solely because you change your mind. More extensive express promises and statutory rights remain valid.
• Activation does not work: Contact support. An activation attempt resulting in an error message is not treated as successful use solely for that reason. We assess the case under the activation guarantee and the rules concerning defects.

This voluntary arrangement does not replace more favourable conditions expressly promised in a specific offer. For contracts concluded before this version was published, the return rights agreed at the time remain valid.

3. Physical products: voluntary returns for Switzerland

For USB sticks, DVDs and other physical products, we grant a voluntary return period of 14 calendar days from receipt of the goods. Notify us of the return by email or post within that period. Sending your statement on time is sufficient.

For this voluntary return, the goods must be complete and undamaged and must not have been used beyond the inspection possible in a shop. Associated product keys must not have been used or activated. For sealed software, the seal must be intact. These requirements do not exclude rights concerning defects or mandatory statutory withdrawal rights.

Send the goods, carefully packaged, no later than 14 calendar days after your return statement to Everix GmbH, TheKeyStore Switzerland, Cheerstrasse 13i, 6014 Luzern, Switzerland. Include an order number or other suitable proof of purchase. The original packaging helps protect the goods in transit; other suitable shipping packaging is permitted.

For a voluntary return following a change of mind, you bear the direct return shipping costs. For damaged goods or an incorrect or incomplete delivery, please contact us to clarify the matter and arrange the return. We bear the costs of a justified return resulting from a defect or delivery error for which we are responsible.

4. Statutory withdrawal for consumers in Liechtenstein

Insofar as Liechtenstein's mandatory distance-selling rules apply to your purchase, you may, as a consumer, withdraw from the contract within 14 calendar days without giving a reason. For digital content not supplied on a tangible medium, this period begins when the contract is concluded. For goods, it begins on the day you, or a person you designate who is not the carrier, receive the goods. For a single order with separately delivered goods, receipt of the last item is decisive. Statutory extensions where information on withdrawal is missing or provided late remain reserved.

Digital content: Merely sending a key, downloading content or activating it does not in itself exclude the statutory right of withdrawal. For paid digital content, early loss of that right requires, in particular, your express consent to performance beginning before the withdrawal period expires, your acknowledgment that you will thereby lose the right of withdrawal, and your receipt of the required contract confirmation. We do not rely on such a loss unless these requirements have demonstrably been fulfilled. Acceptance of the Terms and Conditions alone does not replace these statements.

Physical products: After declaring your withdrawal, send the goods back within 14 calendar days at the latest; dispatch within the period is sufficient. You bear the direct return shipping costs insofar as you were informed of this before the contract was concluded and there is no defect or delivery error. Missing original packaging does not exclude the statutory right of withdrawal. You are only liable for diminished value under the statutory conditions, particularly where handling goes beyond what is necessary to establish the goods' nature, characteristics and functioning.

For computer software in a sealed package, the statutory exception to withdrawal may apply once the seal is removed. We apply this exception only where its statutory requirements are actually met. The stricter conditions for voluntary returns in Switzerland are not applied to your mandatory statutory right of withdrawal.

Following effective withdrawal, returned digital content and product keys must no longer be used or made available to third parties. Statutory rights concerning defects remain independent of withdrawal.

5. Declaring a return or withdrawal

Tell us unambiguously that you wish to return all or part of your order or withdraw from the contract. An email to info@thekeystore.ch or a letter to the postal address above is sufficient. Where possible, please provide your order number and the products concerned. No reason is required when exercising a right of return or withdrawal following a change of mind. A particular form or prior authorisation is not required for statutory withdrawal.

You may use this optional wording: “I hereby withdraw from the purchase contract for [product]. Ordered on: [date]. Received on: [date, if applicable]. Order number: [number]. Name and address: [details]. Date: [date].” You may sign a letter; an email does not require a handwritten signature.

6. Refunds

For an eligible return or effective withdrawal, we refund payments for the products concerned without delay and no later than 14 calendar days after receiving your statement. If the entire transaction is reversed, we also refund any charges paid for the least expensive standard delivery offered. Additional costs for a more expensive delivery method expressly selected by you do not have to be refunded. For partial returns, mandatory entitlements to reimbursement of delivery costs remain unaffected.

For goods, we may withhold reimbursement until we receive them or you provide proof of return, whichever happens first, unless we have offered to collect them. We use the same payment method as for the purchase unless you expressly agree to another solution free of charge. We do not charge refund or restocking fees.

7. Technical problems and help

If your product key does not work, contact us with your order number, product, installed version or edition and exact error message. You may also include a screenshot. Do not publish your key publicly. The conditions and benefits of the activation guarantee are set out centrally in the Terms and Conditions. Delivery information is available under Shipping & Delivery.