We stand behind every product we sell. Here's how our refund process works.
Last Updated: Jul 10, 2026
All products sold by Buy Genuine AV are digital goods in the form of software activation keys delivered electronically via email. Due to the digital and intangible nature of these products, once an activation key has been delivered to your email address, it is considered "used" from a delivery standpoint — even if you have not yet entered the key into the software.
This is consistent with standard practice for digital goods. However, we are committed to making things right if there is a genuine problem with the product you received.
We will issue a full refund or provide a replacement key under the following circumstances:
If you did not receive your activation key within 2 hours of a confirmed payment, and you have verified that it is not in your spam or junk folder, you are entitled to a full refund or re-delivery of your key. Please contact us with your order details and we will resolve this immediately.
If the activation key we provided does not work — meaning it fails to activate on the official software platform for which it was sold despite correct entry on a compatible, eligible device — we will first attempt to provide a replacement key at no charge. If we are unable to provide a working replacement within a reasonable timeframe, we will issue a full refund.
If you receive an activation key for a different product than what you ordered (e.g., a different brand, plan, or device count), you are entitled to either the correct product at no additional charge or a full refund.
If your payment method was charged more than once for the same order due to a technical error, we will immediately refund the duplicate charge(s). Please provide your order details and bank statement showing the duplicate charges.
The following circumstances generally do not qualify for a refund:
To be considered for a refund, all requests must be submitted within 30 calendar days of the original purchase date. We strongly encourage you to activate your key promptly after purchase so that any issues can be identified and resolved within this window.
To initiate a refund request, please contact our customer support team using one of the following methods:
Please include the following information with your refund request to help us process it as quickly as possible:
Once your refund request is received and reviewed, we will notify you of our decision within 2 business days. If your refund is approved:
We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute with their bank or card issuer. In most cases, we can resolve issues faster than a formal dispute process and without the inconvenience it causes.
If a chargeback is filed without prior contact with our support team, we reserve the right to contest the chargeback and provide evidence of delivery and product legitimacy to your financial institution. Customers who file fraudulent chargebacks may be permanently banned from our platform.
In many cases, particularly for non-functional keys, we prefer to offer a replacement key as the primary resolution. This allows us to resolve the issue immediately while keeping your subscription active. A refund will be offered if:
This Refund Policy may be updated periodically. Any changes will be posted on this page with a revised "Last Updated" date. The policy in effect at the time of your purchase will apply to your order.
If you have any questions about our Refund Policy or would like to initiate a refund request, please reach out to us:
We aim to respond to all refund inquiries within 2 hours. Our goal is always to ensure you feel confident and satisfied with every purchase from Buy Genuine AV.