Refund & Replacement Policy

OTT Store sells digital license keys and accounts. Once a key or credential has been delivered and revealed, it cannot be “returned” like a physical product — so our policy is replacement-first: if what we delivered does not work, we replace it. Here is exactly how that operates.

1. The replacement warranty

• Every product page states a warranty window (for example, 7, 30 or 90 days from delivery — it varies by product).
• If, within that window, a delivered key is invalid, already used, blocked, or the wrong product — or a delivered account does not provide the described access — we will replace it with working stock at no charge.
• If replacement stock is not available within a reasonable time, we refund the order instead.

2. What is not covered

• Keys that activated successfully and are reported failed only after the warranty window has passed. (Borderline cases — e.g. a key blocked shortly after the window — are reviewed individually; contact us with details.)
• Incompatibility with your hardware or edition where the product page stated the requirements (for example, a Windows 11 key on a machine that cannot run Windows 11, or a Pro key purchased for a Home installation).
• Change of mind after successful delivery and activation.
• Products altered by the buyer (e.g. account credentials changed in ways the product terms prohibit).

3. Refunds

• Before delivery: if you paid and the product cannot be delivered (out of stock with no restock timeline, or you ask to cancel before fulfilment), you receive a full refund to the original payment method.
• After delivery: refunds are issued when a covered fault cannot be resolved by replacement, or where applicable consumer law requires one.
• Refund processing time depends on the payment provider once issued from our side.

4. How to raise an issue

1. Gather your order ID (in your delivery email or account area) and a screenshot of the error, including any error code.
2. Contact us via the contact page or at [email protected] with the order ID, product name and screenshot.
3. We verify the key or account status on our side — usually the same day — and issue the replacement (or refund where applicable).

Tip: activate your product promptly after delivery and report any problem as soon as it appears. Early reports land safely inside the warranty window and are the fastest to resolve. Our step-by-step guide covers exactly what evidence speeds things up.

5. Resellers and API orders

The same replacement warranty applies to orders placed through the reseller API and the WooCommerce plugin, raised with the API order reference. Reseller wallet top-ups themselves are prepaid balances, not purchases of goods, and are non-refundable except where required by law; unused balances remain available for future orders.

6. Chargebacks

Please contact us before opening a payment dispute — replacement or refund through support is almost always faster. Orders under an open dispute are paused until the dispute resolves, and accounts using chargebacks in place of the warranty process may be suspended.