Returns Policy

This SoftwareDirect Refunds and Returns Policy (the “Policy”) is incorporated by reference into SoftwareDirect Terms and Conditions (the “Terms”) and forms a part thereto. Any capitalised terms not defined herein have the meaning defined in the Terms.

Last update: 10 December 2022

Digital Goods Policy

All purchases of Products through SoftwareDirect are final. You cannot cancel the Products once they have been delivered to you. The Products are digital products (i.e. license keys) that allow you to access the Software provided by third-parties. Once you purchase the Products through SoftwareDirect, the Products will be made available to you, in most cases, upon checkout and you will be able to retrieve your license key and start accessing or downloading (if applicable) the Software as soon as you receive the Products. You are responsible for retrieving license keys, as well as accessing, downloading or using the Software. It is your responsibility to make sure that your device meets the required specifications stated on the product page.

As a general rule, we do not accept returns of the Products or issue refunds for the Products, unless (i) you are a consumer who is eligible to exercise the right of withdrawal (as explained in section 1 of the Policy) and no exceptions apply to you (as explained in section 2 of the Policy), (ii) the Products are clearly faulty (as explained in section 4 of the Policy), or (iii) as otherwise required by law.

Physical Goods Policy (Game Discs, Game Cartridges, Code in Box, Merchandises, Accessories and Collectibles)

We accept returns up to 14 days after delivery, if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs and payment merchant fees (usually around 2% of the total purchase price).


1.1 If you use SoftwareDirect as a consumer (i.e., a person acting wholly or mainly outside the scope of trade, business, or profession), you have the right to withdraw from the service contract with us within the period of 14 days after you have received the Products without providing any reason to us, unless any exception listed in section 2 of the Policy applies.

1.2 In order to  exercise your right of withdrawal and receive a refund, you must inform us of your decision to withdraw from the contract by email at [email protected]  before the 14-day period expires. You may use the model withdrawal form provided in section 1.3, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

1.3 Model withdrawal form. You may use the following withdrawal form:


Email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale for the provision of the following services (*): ____________________________

Ordered on (*)/received on (*): ____________________________

Name of consumer(s): ____________________________

Address of consumer(s): ____________________________

Signature of consumer(s) (only if this form is notified on paper): ____________________________

Date: ____________________________

*Delete as appropriate.


Your right of withdrawal does not apply in the following cases:

  • If you use SoftwareDirect as a non-consumer (a ‘consumer’ is any natural person who is acting for purposes which are outside his trade, business, craft or profession); or

  • If the contract has been fully performed (for example, we have delivered you the ordered license key). If the contract has been performed partly, we reserve the right to charge you proportionally;

  • The Products are made to your specifications or are clearly personalised;

  • The Products are physical products that have been unsealed (e.g. you have unsealed the software packaging); or

  • We have a reason to believe that your request for withdrawal is abusive (e.g., due to repetitive requests received from the same person). We do not tolerate any abuse of SoftwareDirect. In order to prevent abuse of the Terms, the Policy, and SoftwareDirect, we reserve the right to refuse future services to (i) a customer who seeks multiple refunds and (ii) a customer who has violated the Terms or the Policy.


If you qualify for the withdrawal, we will reimburse to you the Fees paid (in full or in part, whichever is relevant) without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from the service contract. We will carry out such reimbursement by using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.


4.1 If you find out that the Product that you have received is faulty, not of satisfactory quality, not fit for purpose, not as described, or you think that we do not have the right to sell the Product, you can:

  • Request a reduction of the Fees, which we may or may not agree to at our sole discretion; or
  • Request to replace the Product with the same non-faulty Product or similar Product; or
  • Request a refund.

4.2 To request a refund for a faulty Product, you must inform us in detail why, in your opinion, the Product is faulty by email at [email protected] . We will respond to your request without undue delay but no later than 2 weeks.

4.3 Please note that the Software is provided by the Suppliers and not us. Therefore, we are not responsible in any manner if the Software that you access by using the Products is faulty, not fit for purpose, or has other issues. If you encounter any issues regarding the Software, you must contact the respective Supplier without undue delay.


If you have any questions about this Policy, please contact us by using the following contact details:

Email:   [email protected]