Return And Refund Policy

Everything sold on Electronic First Shop is digital, so a "return" works differently from sending a parcel back. This page explains when we refund or replace an order, what we need from you, and how long it takes. It applies to Windows and Office licence keys, Steam preloaded accounts, and wholesale orders bought through the Shop.

Our money-back guarantee: if a key you bought from us does not activate, and our support team cannot get it working, we will replace it or refund you in full. That is the promise every product on the Shop is sold under.

We will refund or replace an order when the key or account we sent does not work, when it does not match what the product page described, or when we made a mistake in processing your order. We will also consider a refund where the key has not been activated and you contact us promptly, for example if you bought the wrong edition by accident.

We cannot refund a key once it has been activated, because it is then bound to a device and can no longer be resold. The same applies to a Steam preloaded account once its password or email has been changed. Refunds are also not available where the problem lies with your own device, an incompatible operating system version, or a regional restriction that was stated on the product page before you bought.

Before we issue a refund on an unused key, we check with the publisher or supplier that the key has not been redeemed. That check can take up to 24 hours. Please do not activate the key while a refund request is open, as doing so will end the request.

Refunds go back to the payment method you used. Card and PayPal refunds usually appear within 5 to 7 working days, depending on your bank. Cryptocurrency refunds are sent to a wallet address you provide, for the fiat value of the order at the time of purchase, and are made in the same coin you paid with.

Where we replace rather than refund, you receive the same product. If the same product is no longer in stock, we offer one of equal value or a refund, whichever you prefer.

Refund and replacement requests must be raised within 30 days of purchase. Please contact us through your order page or the Contact page, quote your order number, and include a screenshot of any error message. Most activation problems are resolved on the first reply without a refund being needed.

If your issue is with your Microsoft account, your Steam account, or another third-party service rather than with the product we supplied, we will point you to the right support channel. Those services will only deal with the account holder, so that contact has to come from you.

Wholesale orders are business purchases. The same guarantee applies to faulty keys, but change-of-mind refunds are not available on wholesale orders once they have been released.

Nothing in this policy takes away any consumer rights you have under the law of the country you live in that cannot be excluded by agreement.