Cancelling a digital download
Digital downloads are given their own unique category under the Consumer Contracts Regulations and are therefore not services or goods.
If you download something within 14 days of buying it, you automatically give your consent to waive the 14-day cooling-off period.
If you don’t give your consent, the 14-day cooling-off period still applies, but you won’t be able to download your digital content until this period has ended, you will need to contact us prior to purchase so the product key isn't issued until after such period. This is to prevent you from changing your mind after you have downloaded the content.
Most digital software can be downloaded and fully used for a period up to 30 days without the need for any product key. You will find most download links on our direct download pages listed at the bottom of our site, this will help you test the products suitability before purchase.
Cancelling a non digital download
Within 14 days from delivery, the item must be New and Unused with all original packaging, software must be unregistered and sealed. If the software has been provided to your personal requirements or emailed to you with the supplied product key, then we cannot accept the goods back or even cancel such orders. Please email support@Microsoftstore.org.uk stating the reason for the return and await your return number. All returns numbers will be issued within 48hrs of request, excluding public holidays.
Your returns number must be clearly marked on the outside of the packaging and your return must be securely protected from damage in transit.
Please DO NOT return any item without the appropriate returns number, as this will not be accepted at our returns facility.
The above does not affect your statutory rights.............
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 14 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us, Boxed software must be sealed. Please note electronic keys once emails are excluded from the distance selling regulations. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.(The Distance Selling Regulations do not apply to our Business customers)