Return and Refund Policy

Effective Date: February 26, 2026

Customer satisfaction is our priority. Since we sell digital products (Microsoft Windows and Office product keys), our return policy is designed for digital goods. This policy outlines your return rights and the refund process.

1. 7-Day Return Policy

We offer a 7-day return policy from the date of purchase for unused, unactivated product keys.

Return Window: You must request a return within 7 days of your purchase date. Returns requested after this period cannot be processed.

2. Return Eligibility

What Can Be Returned

You may request a refund if:

  • The product key has not been activated or used
  • The request is made within 7 days of purchase
  • You have proof of purchase (order number)
  • The key has not been revealed or downloaded (for certain product types)

Non-Returnable Items

Refunds cannot be issued if:

  • The product key has been activated or used
  • More than 7 days have passed since purchase
  • You cannot provide proof that the key is unused
  • The key was disclosed to you and you claim it “doesn’t work” after attempting activation without contacting us first

Important: All sales are final once a product key has been activated. We verify the activation status before processing returns.

3. Defective or Invalid Keys

If you receive a product key that is already activated, invalid, doesn’t match your order, or shows activation errors, contact us at info@proluxury.net with a screenshot of the error.

We will:

  • Provide a replacement key at no charge, OR
  • Issue a full refund within 3–5 business days

Defective keys can be replaced or refunded regardless of time passed — they are not subject to the 7-day limit.

4. How to Request a Return

To start a return for an unused, unactivated product key within 7 days of purchase, follow these steps:

  1. Contact Us: Email info@proluxury.net within 7 days of your purchase date
  2. Provide Information: Include the following in your email:
    • Your order number (found in your confirmation email)
    • Product name and key (if you haven’t activated it)
    • Reason for return (changed mind, wrong product ordered, etc.)
    • Confirmation that the key has not been used or activated
  3. Verification: We will verify in our system that the key has not been activated
  4. Approval: If approved, we will process your refund within 3–5 business days

Important: We can only process returns for product keys that have not been activated. We verify activation status before approving refunds.

5. Refund Process

If your return is approved (key is unused and within 7-day window):

  • Refunds are processed within 3–5 business days after approval
  • Refunds are issued to your original payment method (credit card, PayPal, Apple Pay, Google Pay, etc.)
  • Your bank may need an additional 3–7 business days to post the refund
  • You will receive email confirmation when your refund is processed

All refunds are issued to the original payment method for security reasons.

6. Exchanges

We do not offer direct exchanges for digital product keys. If you ordered the wrong product:

  1. Request a return/refund for the original product (if unused and within 7 days)
  2. Place a new order for the correct product
  3. You will receive the new product key via email after purchase

7. No Restocking Fees

We do not charge restocking fees. If your return is approved, you will receive a full refund of your purchase price.

8. Change of Mind Returns

If you simply changed your mind about your purchase, you may request a refund within 7 days as long as:

  • The product key has not been activated or used
  • You contact us within 7 days of purchase
  • We can verify the key is unused in our system

There are no fees or penalties for change-of-mind returns on unused keys.

9. Didn’t Receive Your Product Key?

If you paid but haven’t received your product key via email:

  • Check your spam/junk folder
  • Verify the email address on your order confirmation
  • Contact us at info@proluxury.net with your order number

We will resend your product key or issue a full refund if you prefer.

10. Product Key Authenticity

All product keys sold are:

  • Genuine and legal
  • Sourced through verified Microsoft channels
  • Compliant with Microsoft licensing terms
  • Valid for the lifetime of the software version per Microsoft’s licensing terms (perpetual license, not a subscription)

If you receive an invalid or defective key, we will replace it or provide a full refund.

11. Consumer Rights

This Return and Refund Policy does not affect your statutory consumer rights under applicable law. Depending on your location, you may have additional rights beyond what is outlined in this policy. If you believe we have not honored your legal rights, please contact us or consult with a consumer protection agency in your jurisdiction.

12. Questions?

If you have questions about returns, refunds, or need assistance with a return request, our team is here to help.

Company Information

Business name: Proluxury Limited
Company No: 78919431
Address: Unit 903D, 9/F., Cameron Commercial Centre, 458-468 Hennessy Road, Causeway Bay, Hong Kong
E-Mail: info@proluxury.net
Phone: +852 5921 4092

Customer Service Opening Hours:
Monday–Friday: 9:00 AM – 6:00 PM
Saturday–Sunday: Closed
Time Zone: Hong Kong Time (HKT)

Response Time: We respond within 1 business day