European company based in France
Refund and withdrawal policy
How withdrawal, replacement and refunds work for the digital licenses sold on Euro Shop Key
1. Scope
This policy applies to every order placed on euroshopkey.com, operated by SOFT CONNECT (SASU), 13 rue Sainte-Ursule, 31000 Toulouse, France, SIRET 881 920 771 00014. It completes our Terms and Conditions of Sale and our Delivery and Activation page.
In short
- Our products are license keys: digital content delivered by email and in your customer account, without a physical medium.
- Before the key is delivered, you can withdraw within 14 days and be refunded in full.
- After the key is delivered, no refund is possible for a change of mind, but every defective key is replaced free of charge for the lifetime of the license.
- You are refunded in full if we do not deliver your key within 48 business hours, or if a defective key cannot be replaced.
2. Digital content and right of withdrawal
Under European consumer law (Directive 2011/83/EU) and article L. 221-28 13° of the French Consumer Code, the right of withdrawal cannot be exercised for digital content supplied on an intangible medium once performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost.
Your express consent:
By paying for your order, you expressly request the immediate delivery of your license key and acknowledge that you lose your right of withdrawal once the key has been made available to you (by email or in your customer account).
The key is considered delivered as soon as it is sent to the email address provided at checkout or displayed in your customer account, whichever comes first.
3. Before the key is delivered
As long as your key has not been made available, you may withdraw from your order without giving any reason, within 14 days of the order.
How it works:
- Write to contact@euroshopkey.com from the address used for the order, with your order number and the word "withdrawal".
- We confirm your withdrawal by email within 24 hours and cancel the delivery.
- You are refunded in full, within 14 days, to the payment method used for the order.
4. After the key is delivered
Once the key has been made available, it is known to you and cannot be "returned": no refund is possible for a change of mind, an ordering error, a duplicate order or a product that does not match your expectations. We therefore invite you to check the version, the number of devices and the compatibility with your computer before paying.
Lifetime replacement guarantee
- If your key is refused, already used or does not activate, we replace it free of charge, for the lifetime of the license.
- Write to contact@euroshopkey.com with your order number and, if possible, a screenshot of the error message: we reply within 2 hours on average, 24/7.
- The replacement key is made available on your original order page: open the "Your code" email again, refresh the page and click "Get my order".
- If we sent the wrong product by mistake, we exchange it for the correct one at no cost.
5. Cases of full refund
Even after an order has been paid, you are refunded in full in the following cases:
- Delivery not made: your key has not been delivered within 48 business hours of payment validation (Monday to Friday, excluding public holidays).
- Replacement impossible: your key is defective and we cannot provide a working replacement for the same product.
- Withdrawal before delivery: you withdrew within 14 days before the key was made available (see section 3).
The refund covers the full amount paid for the product concerned. It is made within 14 days of our confirmation, using the same payment method as the original transaction (card, Apple Pay, Google Pay or Bancontact). No fee is charged.
6. How to make a request
Step 1: Write to us
Send an email to contact@euroshopkey.com from the address used for the order, with your order number (for example F840001) and a short description of your request.
Step 2: Our reply
Email support 24/7, reply within 2 hours on average
Step 3: Solution
Replacement key made available on your order page, or refund within 14 days to the original payment method.
You can also use our contact form.
7. Complaints and mediation
For any complaint, first write to us at contact@euroshopkey.com with your order number: we reply within 2 hours on average, 24/7.
Consumer mediation:
In accordance with articles L. 611-1 et seq. and L. 616-1 of the French Consumer Code, after sending us a written complaint and failing a satisfactory answer within one month, you may use, free of charge, the consumer mediator we belong to:
CM2C
49 rue de Ponthieu
75008 Paris, France
Website: www.cm2c.net
Email: litiges@cm2c.net
Mediation is free of charge for the consumer and does not prevent you from bringing the matter before the competent courts.
8. Contact
By email
contact@euroshopkey.com
Email support 24/7, reply within 2 hours on average
By mail
SOFT CONNECT (SASU)
13 rue Sainte-Ursule
31000 Toulouse
France
Terms and Conditions of Sale · Delivery and Activation · Legal Notice