Last updated: August 2026
This policy explains when you can obtain a replacement or a refund for a product purchased from LicenseRetail, operated by Keyzai LLC. It should be read together with our Terms of Use.
Digital Products and Your Right to Cancel
All products sold on this Site are digital licences delivered electronically. Because a licence key cannot be returned or restocked once it has been revealed, our ability to accept cancellations is limited once delivery has taken place.
At checkout you are asked to consent to immediate delivery of your digital product. Where you give that consent and the key is delivered, you acknowledge that you lose any statutory right of withdrawal that would otherwise apply to digital content, including the 14-day withdrawal right available to consumers in the European Union and the United Kingdom.
Before your key has been delivered or revealed, you may cancel your order for any reason and receive a full refund. Contact us as soon as possible using the details below.
Replacement Guarantee
We provide a replacement guarantee for the warranty period stated on the product page (typically one year, or the lifetime of the licence, depending on the product). We will issue a replacement licence at no cost if:
- the licence key does not activate;
- the licence key is invalid, already in use, or is blocked or deactivated within the warranty period; or
- the product delivered does not match the product description on the Site.
Replacements are issued once we have verified the issue. Verification usually requires a screenshot of the error message and, where relevant, brief details of the system on which activation was attempted. We aim to resolve verified cases within one business day.
When We Provide a Refund
We will issue a refund to your original payment method where:
- you cancel before the licence key has been delivered or revealed;
- we are unable to supply the product you ordered, or we cancel your order;
- we are unable to provide a working replacement licence for a verified fault; or
- you are entitled to a refund under applicable consumer protection law.
Approved refunds are processed within five business days. The time taken for funds to appear in your account depends on your payment provider.
When We Cannot Provide a Refund
We are unable to refund a delivered and revealed licence key where:
- you have changed your mind, or no longer need the software;
- you purchased the wrong edition, version or region, and the product page correctly described what was sold;
- your hardware or operating system does not meet the system requirements published on the product page; or
- the issue arises from the software publisher discontinuing or altering the product after purchase.
If you are unsure which edition or version you need, please contact us before ordering. We would rather help you choose correctly than decline a request afterwards.
Products Not Received
Licence keys are delivered by email, normally within 30 minutes of payment. If you have not received your order, please check the spam or junk folder of the email address used at checkout. If the order has still not arrived after 30 minutes, contact us and we will resend it. Non-delivery is always resolved either by redelivery or, if we cannot deliver, by a full refund.
How to Make a Request
Contact us by email or WhatsApp using the details below, quoting your order number and describing the issue. We will confirm receipt of your request and tell you what, if anything, we need from you in order to resolve it.
Payment Disputes
If something has gone wrong with your order, please contact us first. Most issues are resolved quickly and directly. Raising a dispute with your bank or card issuer before contacting us delays resolution for both of us and prevents us from replacing a faulty licence.
Contact Us
Keyzai LLC (trading as LicenseRetail)
1942 Broadway St., STE 314C, Boulder, CO 80302, United States
Colorado Secretary of State ID: 20241650116
Email: [email protected]
WhatsApp: +1 662 812 4750
Support hours: Monday to Friday, 9:00 AM to 5:00 PM (US Mountain Time), excluding public holidays