Refund policy

Last updated: 3 October 2026

Every product on this store is ordered from the manufacturer or its distributor for one buyer. This page explains why paid orders are not refunded, the one case where we refund, and what to do if something does not work.

1. In short

• All sales are final once the order is paid. We do not cancel or refund a paid order.
• One exception: if we cannot accept your order before it is placed with the manufacturer or distributor, we refund what you paid in full.
• Warranty and support are the manufacturer's.

2. Why paid orders are not refunded

When your order is paid, we place it with the manufacturer or its distributor electronically and at once. Each licence or serial number is issued for your own domain, already configured for it. The manufacturer or distributor will not take it back, and it cannot be sold to anyone else. The same applies to hardware. For that reason we cannot cancel, return or refund a paid order.

3. The one exception: an order we cannot accept

Before we place an order with the manufacturer or distributor, it passes a compliance check. Some manufacturers also check every end customer. If your order is refused by that check, or the manufacturer or distributor rejects it, before it has been placed with them, we cancel it and refund what you paid in full, to the payment method you used. For a bank deposit, we refund by bank transfer to the account the payment came from.

4. A licence key that does not work, or the wrong licence

• Raise a support ticket with the manufacturer. The manufacturer's instructions come with your licence.
• If you cannot follow those instructions, write to sales@softech.store with your order number and we help you.
• If the key cannot be corrected, Softech cannot refund it. Any refund follows the policy of the manufacturer or distributor.

5. Faulty hardware

• Faulty or dead-on-arrival hardware is covered by the manufacturer's warranty. Only the manufacturer can authorise a return (an RMA), and it decides whether to repair or replace the unit.
• Follow the manufacturer's warranty instructions. That is your responsibility.
• If you cannot follow them, write to sales@softech.store with your order number, the serial number and a description of the fault, and we pass messages between you and the manufacturer.
• Please do not send hardware to our offices. We cannot accept it there.

6. How to contact us

Write to sales@softech.store with your order number, or use the complaint form. We reply within one business day.

Softech Global Systems LLC, 15957 Spyglass Hill Loop, Gainesville, Virginia 20155, USA.