Refund Policy

1. The short version

Software licenses are digital goods. Once a key is activated it cannot be returned to saleable stock, which is why most resellers refuse all refunds on digital products. We take a different position: if the license is unused, you have 14 days. If it does not work and we cannot fix it, you get your money back. If we sold you something unsuitable on our own recommendation, we will make it right.

2. Eligibility for license refunds

A full refund is available where all of the following apply:

• The request is made within 14 calendar days of the purchase date.
• The license key has not been redeemed, activated or registered with the publisher.
• No download or installer link has been issued against the order.
• The order is not part of a bespoke or specially negotiated volume arrangement.

A full refund is also available, regardless of activation status, where:

• The license fails to activate and we are unable to reissue a working key within 30 days.
• The product supplied differs materially from the written quote you accepted.
• The license type supplied is not valid for your intended commercial use, and we selected it.

3. Exclusions

Refunds are not available where:

• The key has been activated and the product is functioning as described.
• The 14-day window has passed.
• The problem arises from your environment — unsupported operating system version, conflicting third-party software, insufficient administrator rights, or hardware below the publisher's minimum specification.
• You no longer want the product for reasons unrelated to its function, after it has been deployed.
• The license was obtained through a promotion or bundled offer with stated non-refundable terms.
• Payment is reversed through your card issuer while a claim is open with us. Please raise the issue with us first — chargebacks on digital goods are typically resolved against the customer and will close your support entitlement.

4. Setup assistance and services

• Setup assistance included with a license purchase has no separate charge, so there is nothing to refund if the license is refunded under section 2.
• Where assistance sessions have already been delivered and consumed, we assess a proportionate credit rather than a full refund.
• Sessions cancelled with more than 24 hours' notice can be rescheduled at no cost.
• If you are dissatisfied with configuration work we performed, tell your specialist. We will redo the work at no charge before any refund conversation begins — usually that is what you actually want.

5. How to make a claim

1. Contact us

   Email support@coredefendsystem.online or call +1 (866) 674-9974. Quote your order reference.

2. Tell us what went wrong

   A sentence or two is enough. Screenshots help if the issue is an activation error or a policy problem.

3. We attempt resolution first

   Replacement key, corrected configuration, alternative tier or additional assistance — whichever actually solves it.

4. Refund approval

   If resolution is not possible or not wanted, we confirm the refund in writing within 3 business days of your claim.

5. Payment returned

   Refunds go back to the original payment method within 5 business days of approval. Bank processing may add 3–10 business days.

6. Renewals

• We do not auto-renew. Renewals happen only after your written approval of a renewal quote.
• If a renewal is processed in error, contact us within 14 days and we will reverse it in full.
• Downgrading tiers or reducing seat count at renewal is always available; tell your specialist before the renewal date.

7. Cancellation rights (UK, EU and similar jurisdictions)

Consumers in the UK and EU normally have a 14-day cancellation right for distance sales. For digital content supplied on a non-tangible medium, that right can be lost once delivery has begun with your express consent and acknowledgement. Where we supply a license key or download before the 14 days have elapsed, we ask for that acknowledgement at the point of delivery. If you have not given it, your full statutory cancellation right remains, and nothing in this policy reduces any rights you cannot lawfully waive.

8. Taxes and fees

Refunds include sales tax or VAT charged on the refunded amount. Payment-processor fees are not deducted from consumer refunds. Original shipping costs, where any physical media was supplied, are refunded only where the whole order is returned.

9. Changes to this policy

The version in effect on your purchase date governs your order. The current version is always published here with its effective date.

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