Refund and Exchange Policy

Last updated: October 4, 2026

This policy explains when you can get a refund, a replacement key or an exchange for an order placed at softugo.com. It is part of our Terms and Conditions (section 5). Softugo LLC, 30 N Gould St Ste R, Sheridan, WY 82801, USA.

1. Refund within 14 days

You can get a full refund within 14 days of purchase if you have not revealed the license key, that is, you have not opened the key in your order or in the email link.

2. Key that does not work

If a key turns out to be defective, already used or invalid at the time of delivery, contact us within 30 days of purchase and we will replace it. If we cannot provide a working replacement within 48 hours, we refund the order in full.

3. Key deactivated after activation

If a key activated successfully but Microsoft deactivates it within 30 days of purchase, contact us and we will replace the key or refund the order.

4. Products with Phone Activation

Products marked “Phone Activation” are activated by phone through Microsoft. If you cannot complete the phone activation, our support team will help you step by step. If activation is still not possible, we will replace the key or refund the order.

5. Exchange

If you bought the wrong product and have not revealed the key, you can exchange it for another product within 14 days of purchase. If the new product costs more, you pay the difference; if it costs less, we refund the difference.

6. When we cannot offer a refund

• the key has been revealed and it works as described;
• the product was bought for the wrong region, platform or operating system (for example, Windows for a Mac) and the key has already been revealed;
• your device does not meet the product's minimum system requirements;
• your account with a third-party platform (for example, Microsoft) was suspended for reasons unrelated to the key.

Before buying, please check the product description, the platform and the system requirements.

7. How to request a refund, replacement or exchange

Email support@softugo.com with your order number and a short description of the issue. For a key that does not activate, please attach the error message or a screenshot. We reply by email and usually resolve requests within 48 hours.

8. How refunds are paid

Refunds go back to the original payment method (card, Apple Pay, Google Pay or PayPal). Depending on your bank, the money usually appears within 5–10 business days after we issue the refund.

9. Questions

For anything not covered here, write to support@softugo.com.