Last updated: 5 August 2026
Everything we sell is a digital licence key delivered by email. There is nothing to post back to us, so this policy is about refunds and replacements rather than returns.
The short version
You have one hundred and eighty days to change your mind about a key you have not redeemed, and we will refund you in full. If a key ever stops working through no fault of yours, we replace it for as long as you own it. If a key works and you have already activated it, we cannot refund it, and the reason is explained below rather than buried.
Our 180 day money back guarantee
If you have not redeemed your key, you have one hundred and eighty days from the date of purchase to ask for your money back. You do not have to give us a reason. Changing your mind, buying the wrong thing, finding you did not need it after all, or simply deciding you would rather not have it are all fine.
There is no restocking fee, no handling charge and no return postage, because there is nothing to post. A refund under this guarantee is always a full refund of what you paid, back to the card or account you paid with. We do not offer store credit instead unless you ask for it.
The one condition is that the key has not been redeemed. We verify that with our supplier before we approve the refund, and we will ask you to confirm in writing that you have not used it. That check exists because a redeemed key cannot be recovered or resold by anyone, including us.
Our lifetime replacement warranty
Separately from the guarantee above, every key you buy from us is covered for as long as you own it. If a key you activated stops working through no action of yours, whether that is a month later or three years later, contact us and we will put it right at no cost.
That covers a key being revoked, blocked, or deactivated at Microsoft’s end without you having done anything to cause it. It does not cover a key that stopped working because it was shared, published, sold on, or installed on more machines than the licence allows. It also does not cover you replacing your computer with a new one, although we will always help you try to transfer the licence first, and our guides walk through how that works.
There is no time limit on this and no registration to complete. Keep your order number and email us.
If your key will not activate in the first place
This is the case we care about most, and it is the one where you are fully covered.
Write to Support@kymakers.com with your order number and the exact error message or error code Windows or Office showed you. A screenshot helps a great deal.
We will work through it with you. Most activation failures are fixable and are not a fault with the key at all. The usual causes are the key being entered for the wrong edition, a hardware change that Microsoft’s servers have not caught up with, or an activation attempt made while the machine was offline. Our guides cover the common error codes and we will point you to the right one.
If the key genuinely cannot be made to work, you choose what happens next: a replacement key, or a full refund to your original payment method. We do not push a replacement on you.
If you have already activated the key
Once a licence key has been redeemed against a Microsoft account or a machine, it is used. We cannot unredeem it, resell it, or recover its value, and neither can our supplier. For that reason a key that has been successfully activated cannot be refunded under the money back guarantee.
We state this plainly rather than hiding it in a clause, because it is the single most common cause of disputes in this industry and you deserve to know it before you buy rather than after. If you are unsure whether a product is the right one for your machine, ask us before you activate. We would far rather answer a question first than turn down a refund later.
An activated key is still covered by the lifetime replacement warranty described above. Not being refundable is not the same as not being supported.
Cancelling an order
You can cancel an order within one hour of placing it, before the key has been sent, by replying to your order confirmation email. After that hour, email Support@kymakers.com and we will cancel and refund it as long as you have not redeemed the key.
Wrong product ordered
If you ordered the wrong edition, for example Home instead of Professional, and you have not activated the key, contact us and we will swap it. If there is a difference in value you pay or receive the difference. If you have already activated it we cannot swap it, for the same reason as above, but we will always look at what your options are.
Duplicate and accidental orders
If you were charged twice for the same thing, tell us and we will refund the duplicate. You do not need to justify it and we will not ask you to.
How to make a claim
Email Support@kymakers.com with your order number in the subject line, and tell us whether you are asking for a refund, a replacement, or help getting a key to activate.
For a money back claim we send you a short declaration confirming the key has not been redeemed. Return it and we verify with our supplier.
Approved refunds are issued within forty eight hours of approval. How quickly the money appears in your account is then up to your bank or card issuer, and that commonly takes five to seven working days. If more than ten working days have passed and you still cannot see it, contact your bank first, then contact us and we will chase it.
Refunds on orders placed somewhere else
This policy covers orders placed on kymakers.shop. If you bought the same product through a marketplace or another retailer, their refund policy applies to that order, not ours.
How to reach us
Email Support@kymakers.com with your order number in the subject line. Most messages are answered within one hour.
Phone +1 (307) 219-0165, Monday to Sunday, 9:30 AM to 6:30 PM GMT.
Postal address: MAKERS UNITY LLC, 1309 Coffeen Avenue STE 1200, Sheridan, WY 82801, United States.
