Return and Refund Policy

1Our promise

Every product we sell is genuine. If a key does not work, we fix it or replace it. This page explains exactly how returns, replacements and refunds work.

2When you can return an item

You can return an item within 7 days of delivery if all of these are true:

• The licence key has not been activated.
• The box is sealed and unopened.
• You have your order number.

How we check: when you contact us we ask for clear photos of the sealed box and the key card, and we check the key’s activation status before we approve the return. A key that shows as already activated cannot be returned.

3What cannot be returned

• Keys that have been activated.
• Boxes that have been opened.
• Digital (e-key) licences once the key has been sent to you.
• Change of mind after activation.

4If your key does not work

A key that will not activate is the one problem we always solve. Contact us as soon as you notice it and we reply within 24 to 48 hours. Please report it within 24 to 48 hours of delivery.

• Step 1, we help you activate. We guide you through activation by email until it works.
• Step 2, return. If the key still does not work after our help, it can be returned within 24 to 48 hours after delivery. We arrange the J&T Express pickup.
• Step 3, replacement or refund. We replace the key. If a working replacement is not possible, we refund you.

Your licence key is also covered by our 10-year key warranty.

5How to return an item

1. Email helpdesk@cloudsoft.my with your order number and the reason.
2. Wait for our approval. Please do not send anything back before you are approved.
3. If your item is eligible, we send J&T Express to pick it up from you. There is no return address to arrange.
4. Keep the item sealed and ready for the J&T pickup, with your order number inside the parcel.

6Refunds

Approved refunds are paid back to your original payment method (Herepay or PayPal). For Cash on Delivery orders we refund by bank transfer, so please send us your bank details by email. Refunds are made within 7 to 14 days of us receiving the returned item.

7Who pays return shipping

If the item is faulty or we sent the wrong item, we pay the return shipping. For any other return, the customer pays.

8Contact

Email helpdesk@cloudsoft.my or call +60 17 352 2587. See also our Shipping Policy and Terms and Conditions.