Returns & Refunds

Keycense does not refund digital products once the order is completed and the product key has been revealed by the customer.

However, refunds may be offered in exceptional cases if customer service has determined that the "customer's" refund request is reasonable and provided that all of the following conditions are met:

(i) The time of the "customer's" request for refund/credit is received within 14 (fourteen) days from the date on which the order was processed but the key has not been revealed yet.

(ii) The game activation key (including any bonus or beta keys) has not been activated by the customer.

(iii) If the customer has purchased a pre-order and the product has not yet been delivered to the customer before the product release date. Such orders may be canceled 1 day before release date; however, refunds for pre-order requests will be denied after that time.

Mode of refund

If you are eligible for a refund under the above-mentioned conditions then you will be issued a refund accordingly,

(i) If you paid with fiat currency and requested a refund via credit ard or local bank payment option then you will be refunded with the same payment method.

(ii) If you paid via a prepaid card that does not support refunding, you will be refundedwith in-store currency which you can use to purchase any other product in the store.

How to request refund

(i) You can use the Request a refund link in the site footer to open our online refund request form (Request Refund / Cancel Order) and submit a withdrawal or refund request for your order.

(ii) You may fill out our contact form and request a refund via customer support.

(iii) You can contact us at [email protected].

(iv) You can reach out to us on any of our social channels where we will acknowledge your message and direct you to our customer support.

Refund abuse

If you are a customer who has requested a refund for a legitimate and fully working product more than twice in the same month, the platform has the right to suspend or limit your account pending further verification.

Time of Refund

If the buyer is eligible for a refund, please note that refund times can take up to 14 days. Due to the nature of our business, refunds are not instant for digital products and every transaction needs to be individually and attentively examined.

Refund verification

Keycense reserves the right to cross check and KYC customers during the refund process to ensure that the refund request is legitimate and that the user is not misusing the refund request. Keycense reserves the right to refuse a refund if the key has already been dispatched and revealed by the customer.

Digital withdrawal function — Art. 54-bis Italian Consumer Code

Pursuant to Directive (EU) 2023/2673 of the European Parliament and of the Council of 22 November 2023, implemented across all EU Member States from 19 June 2026, Keycense provides consumers with a digital withdrawal function for contracts concluded via an online interface, accessible from the site footer via the Request a refund link, which opens our online refund request form (Request Refund / Cancel Order).

Through this form, consumers can request a refund or exercise their right of withdrawal for eligible orders. The function remains continuously available throughout the entire withdrawal period. The process consists of three steps: the consumer enters their email and order number, selects the products to refund, and confirms submission of the request. Upon submission, Keycense will send, without undue delay, an acknowledgement of receipt on a durable medium (confirmation email), including the content of the declaration and the date and time of transmission.

The digital function supplements, and does not replace, other existing withdrawal methods, including the standard withdrawal form and written communication to customer support ([email protected]).

Please note: for orders involving digital content (software licences) that has already been delivered with the consumer's express consent, the right of withdrawal is not applicable pursuant to Article 16(m) of Directive 2011/83/EU as amended. In such cases, the digital withdrawal function will guide the consumer in verifying whether the right of withdrawal applies to their specific order and will inform them of any exclusion, indicating the alternative support options available.

Waiver of right of withdrawal — digital content

Pursuant to Article 16(m) of Directive 2011/83/EU on consumer rights, as amended by Directive (EU) 2023/2673 and implemented in each EU Member State, the right of withdrawal is excluded for contracts for the supply of digital content not supplied on a tangible medium where performance has already begun and, since the contract imposes an obligation to pay on the consumer, the following three conditions are cumulatively met:

1. the consumer has given prior express consent to begin performance during the 14-day withdrawal period;

2. the consumer has expressly acknowledged that they thereby lose their right of withdrawal;

3. Keycense has provided confirmation of the consumer's express consent and acknowledgement on a durable medium, prior to the conclusion of the contract.

All three conditions are satisfied at the moment the consumer completes the purchase process on Keycense: the mandatory checkbox at checkout formalises the consent and acknowledgement referred to in points 1 and 2, while the order confirmation email constitutes the communication on a durable medium referred to in point 3.

Consequently, for orders in which the software licence has been delivered or made available, the consumer will not be entitled to exercise the right of withdrawal under applicable law.

This provision does not affect the consumer's rights under the legal guarantee of conformity.