Refund & Replacement Policy

Last updated: 2026-03-11

1. Overview

At Licenpia (operated by SOFTENZO LTD), customer satisfaction is our priority. Because we sell digital software license keys, our refund policy is tailored to the unique nature of digital products. Please read this policy carefully before making a purchase.

Important: This policy describes our standard refund terms. Nothing in this policy is intended to limit or exclude any rights you have under the mandatory consumer protection laws of your country of residence. If the laws where you live grant you greater rights than those set out below, those rights apply. See Section 11 for region-specific statutory rights.

2. Nature of Digital Products

Our products are digital software license keys. Once a license key has been delivered and revealed to you, it cannot be "returned" in the traditional sense — the key has been disclosed and may have been activated. For this reason, special conditions apply to refunds and cancellations as outlined below.

By placing an order, you expressly consent to the immediate delivery of digital content (your license key) and acknowledge that you lose your right of withdrawal once the digital content has been delivered. This is in accordance with Article 16(m) of EU Directive 2011/83/EU (Consumer Rights Directive).

3. 14-Day Return Window (Unused Keys Only)

Despite the digital nature of our products, we voluntarily offer a 14-day return window for unused and non-activated license keys. If you have not activated or redeemed your key, you may request a full refund within 14 days of purchase — no questions asked.

4. Eligibility for Refund

You are eligible for a full refund if:

• Unused key: The license key has not been activated, redeemed, or used on any device
• Within 14 days: The refund request is made within 14 days of the original purchase date
• Non-delivery: You did not receive your license key within 24 hours of purchase (after contacting support)
• Invalid or defective key: The license key provided is invalid, already used, or does not work as described, and our support team cannot resolve the issue
• Wrong product delivered: You received a license key for a different product than what was ordered
• Duplicate purchase: You accidentally purchased the same product twice

5. Key Activation Deadline

License keys must be activated within 30 days of delivery. If you do not activate your key within this period, the key is considered accepted and no refund or replacement claims can be made based on functionality issues discovered after this deadline. This policy exists because we cannot verify key validity indefinitely and publisher activation systems may change over time.

6. Replacement Policy

Before issuing a refund, we will first attempt to resolve the issue:

• Defective keys: If your license key does not work, our support team will troubleshoot the issue and provide a free replacement key if necessary
• Activation assistance: If you are having difficulty activating your key, our team will guide you through the process step by step
• Replacement guarantee: We provide free replacements for defective keys for up to 1 year from the date of purchase
• Defect reporting: Any defects or issues with your license key must be reported within 14 days of discovery. Failure to report a defect within a reasonable time may affect your right to a remedy

7. Non-Refundable Situations

Refunds cannot be issued in the following circumstances:

• Activated or redeemed keys: The license key has been activated, redeemed, or used on any device — once activated, the digital content has been consumed and cannot be returned
• Expired return window: More than 14 days have passed since the purchase date (for unused keys)
• Expired activation deadline: More than 30 days have passed since delivery without the key being activated, and a functionality issue is claimed after this period
• Change of mind after activation: You changed your mind after activating the software
• System incompatibility: The software does not work because your system does not meet the minimum requirements stated in the product description
• Third-party issues: Issues caused by third-party software, hardware, or publisher policy changes that occur after purchase
• Violation of terms: The license key was shared, resold, or used in violation of our Terms & Conditions

8. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at or through our support page
2. Provide your order number and the email address used for the purchase
3. Describe the reason for your refund request
4. Include any relevant screenshots or error messages (if applicable)

Our support team will review your request and respond within 24-48 hours.

9. Refund Processing

• Approved refunds are processed within 5-7 business days
• The refund will be credited to the original payment method used for the purchase
• You will receive an email confirmation once the refund has been processed
• Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account

10. Chargebacks

We strongly encourage you to contact our support team before initiating a chargeback with your bank or credit card company. We are committed to resolving any issues promptly and fairly.

Filing a chargeback without first contacting us will result in:

• Immediate suspension of your account
• The associated license key being reported to the publisher as disputed
• Potential recovery of any losses, including reasonable administrative costs

In most cases, our support team can resolve issues faster than the chargeback process, which can take 60-90 days.

11. Your Statutory Rights

Depending on where you live, you may have statutory consumer rights that go beyond this policy. These rights are not affected by any of the terms above.

Australia and New Zealand

If you are an Australian consumer, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of the time limits and conditions described elsewhere in this policy.

If you are a New Zealand consumer, similar protections apply under the Consumer Guarantees Act 1993.

United Kingdom

If you are a UK consumer, the Consumer Rights Act 2015 provides that digital content must be of satisfactory quality, fit for purpose, and as described. If digital content is faulty, you have the right to a repair or replacement. If repair or replacement is not possible, you may be entitled to a price reduction (which can be up to a full refund). These statutory rights are in addition to our voluntary refund policy above.

European Union

If you are an EU consumer, your statutory rights under the Consumer Rights Directive (2011/83/EU) and national implementing legislation are not affected by this policy. Our voluntary 14-day return window for unused keys is separate from and in addition to any statutory rights you may have.

United States

US federal law does not mandate a specific refund period for digital products. However, state consumer protection laws may provide additional rights. Our refund policy is designed to be fair and transparent, and all refund terms are disclosed before purchase as required by the FTC.

12. Contact Us

If you have any questions about our Refund & Replacement Policy, please contact us:

• Email:
• Support page: Support Page