Refund & Return Policy
1. Scope
This Refund & Return Policy applies to all purchases of digital software licenses made through guardxkeys.com or by phone. Because we sell digital products (license keys delivered by email), there is no physical item to return. All refund requests are handled according to the terms below.
This policy does not limit any statutory rights you may have under applicable Canadian consumer protection legislation.
2. Nature of Digital Products
GuardXKeys sells digital software license keys delivered to your email. All licenses are genuine and full-term, sourced through authorized distribution channels. Because license keys are delivered and potentially activatable immediately after purchase, refund eligibility depends on whether the key has been activated with the publisher.
3. Refund Eligibility at a Glance
| Situation | Eligible? | Window |
|---|---|---|
| License key invalid or does not activate | Yes | No expiry |
| Duplicate purchase (same product ordered twice) | Yes | Within 24 hours |
| Product materially different from description | Yes | Within 30 days |
| Publisher offers 30-day money-back guarantee | Yes | Within 30 days |
| Order cancelled before key is delivered | Yes | Before delivery |
| Change of mind — key delivered but not activated | Case-by-case | Within 7 days |
| Wrong product — key not yet activated | Case-by-case | Within 7 days |
| Change of mind — key already activated | Not Eligible | — |
| Over 30 days since purchase (non-defective key) | Not Eligible | — |
| License used on more devices than plan allows | Not Eligible | — |
| Dissatisfaction with software performance/features | Not Eligible | Contact publisher |
4. Eligible Situations — Detail
4.1 Defective or Invalid Key
If the license key we deliver does not activate the software, we will first issue a replacement key. If no valid replacement can be provided within a reasonable time, we will issue a full refund. There is no time limit on defective key claims — if the key is bad, we will make it right.
4.2 Duplicate Purchase
If you accidentally ordered the same product twice, contact us within 24 hours of the duplicate order with both order confirmation numbers. We will refund the duplicate charge in full.
4.3 Product Not as Described
If the product you received materially differs from what was described on our website or communicated by our advisor (e.g., different device limit, subscription length, or platform coverage), you may request a full refund within 30 days of purchase.
4.4 Publisher Money-Back Guarantee
Several publishers we carry offer their own 30-day money-back guarantee (Norton, McAfee, Bitdefender, Kaspersky, ESET, and others). Where such a guarantee applies, GuardXKeys will honor the same window. We can also help facilitate a direct refund request with the publisher if preferred.
4.5 Pre-Delivery Cancellation
Orders cancelled before the license key is delivered will receive a full refund. Because most keys are delivered within minutes, please act immediately if you wish to cancel.
5. Non-Refundable Situations
Refunds will not be issued if:
- The license key was delivered and activated with the publisher, and you simply changed your mind
- More than 30 days have passed since purchase (except defective keys)
- The license was used on more devices than the purchased plan permits
- You are dissatisfied with software performance, detection rates, or features — contact the publisher's technical support
- The publisher changed or removed a feature after your purchase (outside GuardXKeys's control)
- You violated the publisher's End User License Agreement (EULA)
- The purchase was made as a gift and the recipient does not wish to use it
6. How to Request a Refund
Contact us within the applicable window. Phone is the fastest path — most issues are resolved on the first call.
Please have the following ready:
- Your order confirmation number
- The email address used at purchase
- The product name and a description of the issue
- Whether the license key has been activated with the publisher
7. Refund Processing
Once approved by a GuardXKeys advisor:
- Refunds are issued to your original payment method only
- Processing time is typically 5–10 business days, depending on your card issuer
- You will receive a confirmation email when the refund is initiated
- GuardXKeys does not issue refunds in cash, store credit, or cryptocurrency
If your refund has not appeared after 10 business days, contact your bank before reaching out to us — banking delays are outside our control.
8. Chargebacks & Disputes
Please contact us before initiating a chargeback or dispute with your card issuer. We resolve legitimate issues quickly and chargebacks create unnecessary cost and delay for both parties. Where a chargeback is filed without prior contact, GuardXKeys reserves the right to contest the dispute with evidence of delivery and to restrict future purchases from that account.
9. Subscription Renewals
GuardXKeys sells one-time license keys. We do not manage auto-renewals. If your software auto-renews, that transaction is between you and the publisher — contact the publisher directly to cancel or request a renewal refund. We can provide publisher contact information on request.
10. Consumer Protection Rights
This policy does not limit any rights you may have under applicable Canadian federal or provincial consumer protection legislation, including but not limited to Ontario's Consumer Protection Act, 2002. If any provision of this policy conflicts with your statutory rights, your statutory rights prevail.
11. Changes to This Policy
GuardXKeys may update this Refund Policy at any time. Changes take effect upon posting. For purchases made before a policy change, the policy in effect at the time of purchase applies.