Warranty and Complaints Policy
Applies to Customers Who Are Consumers
We are committed to delivering defect-free goods. The statutory responsibility for defects of sold goods (warranty for defects) is regulated under Article 556 and Articles 556[1]-556[3] et seq. of the Civil Code.
How to Submit a Complaint
Customers can submit complaints via:
📧 Email: Help@Key-Softs.com
📄 Contact Form: Available on the Store’s website.
⚠ Please Note: The Store is not obligated to provide refunds for digital products that are not stored on a tangible medium.
Complaint Processing Procedure
If you are exercising your rights under the warranty, and we determine that it is necessary to process the complaint, you may be required to deliver the defective product to us at our expense. The address for delivery will be provided upon request.
If the nature of the goods or their installation method makes returning them unreasonably difficult, you must make the product available to us at its current location.
⏳ Complaint Response Time:
We will respond to your complaint immediately, and no later than 14 days from the date of submission.
Warranty Coverage
- We are liable under the warranty if a physical defect is discovered within two years from the date of delivery.
- If the product sold is a used item, warranty liability lasts one year from the date of delivery.
What to Include in Your Complaint
To expedite the complaint resolution process, we recommend providing the following information:
1️⃣ Details of the complaint, including the type and date of the defect’s occurrence.
2️⃣ Your preferred resolution, such as:
- Product replacement
- Repair
- Price reduction
- Withdrawal from the contract (if the defect is significant).
3️⃣ Your contact details to facilitate communication and processing.
⚠ Important: These are only non-binding guidelines. You may submit a complaint without providing the recommended details, and it will still be processed effectively.
Applies to Customers Who Are Not Consumers
For Sales Agreements made with Customers who are not Consumers, the Store's liability for product defects is excluded under Article 558 § 1 of the Civil Code.
🚨 Exception: This exclusion does not apply in cases where a defect has been maliciously concealed by us.
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Company details:
KEYSTOREMAX LTD
Company Number: 16188625
Company Address:
24-26 Arcadia Avenue, Fin0000
London N3 2JU
United Kingdom