We have spent the last few weeks going through this shop line by line — the refund policy, the checkout, the payment options, the way we describe our own support. Here is what changed, and why. None of it is cosmetic.
A refund policy that says what it actually does
The old wording was vague about the thing customers care about most: can you get your money back if you change your mind? The new Refund and Return Policy answers that in its first line.
- 30 days, any reason, on an unused key. If you have not activated or redeemed the key, you can have a full refund within 30 days of purchase. You do not have to explain yourself. Bought the wrong edition, found you did not need it, simply changed your mind — the refund stands.
- A faulty key is a separate protection. If a key is rejected, blocked, or already redeemed when it reaches you, we try to fix it with you first. If we cannot, you choose between a free replacement key or a full refund. We do not get to insist on the replacement.
- Trying to activate and failing is not using the key. That one sentence was missing before, and it mattered. A failed activation does not cost you your refund.
- No fees. No restocking fee, no handling fee, no admin charge. You get back the full amount you paid.
The policy also now sets out your statutory rights properly — the 14-day cancellation right under the Consumer Contracts Regulations 2013, and the repair, replacement and price-reduction remedies under the Consumer Rights Act 2015 — and says plainly that where the law gives you more than our policy does, the law wins.
Refund requests are reviewed within 1 to 3 business days, because we check the key’s activation status first. Once approved, the money goes back to the card or wallet you paid with. Your bank then usually takes a further 5 to 10 business days to show it.
A checkout that stopped asking for things it does not need
We used to ask for ten pieces of information, including a street address, a town, a county and a phone number — for a product that arrives by email. There is no parcel. Nothing is posted.
Checkout now asks for five things: first name, last name, country, postcode and email address. Country and postcode stay because the card networks check the postcode against the one your bank holds, and dropping it would push more legitimate payments into the declined pile. Everything else is gone.
Two other changes in the same area:
- A side basket. Adding something to your basket now slides a panel open showing what is in it, instead of throwing you onto a separate cart page and losing your place.
- A clearer consent tick. Because a licence key is digital content delivered immediately, the law requires you to agree to immediate delivery and to acknowledge what that means for your cancellation right. That used to be a separate box bolted on next to the terms. It is now one tick, in plain English, and we confirm both back to you in your order email — which is what the Regulations actually require.
More ways to pay, and a straight answer on currency
Alongside Visa, Mastercard, American Express and Discover, checkout now offers Apple Pay, Google Pay and Amazon Pay, plus Klarna and Clearpay where they are available.
Which ones you see depends on your country, your device and your browser — Apple Pay only appears on Apple devices, for example. Whatever is shown to you at checkout is what you can use.
On currency: our prices are set in pounds, and you can view the shop in euros or US dollars. Whichever currency the checkout page shows you is the currency you will be charged in. If your card is held in a different one, your bank may apply its own exchange rate or a foreign transaction fee — that is between you and your bank, and we receive no part of it. The full detail is on the Payment Policy page.
We stopped saying “24/7 support”
This is the change we are least comfortable about and most sure of.
The site used to promise 24/7 support in about thirty different places. Email genuinely is answered around the clock — but the phone was never staffed at four in the morning, and a promise you cannot keep at four in the morning is not a promise. So we replaced it with the truth:
- Email: answered 24 hours a day, every day. Usually within the hour, always within 24.
- Phone: 08:00 to 18:00 UK time, every day of the week.
Same team, same willingness to help. We would rather under-promise and turn up than the other way round.
We put our own paperwork on the table
You should not have to take a software shop’s word for anything. So the About page now states, without being asked:
- The legal entity, PRO SOFTWARE KEY LTD, and the company number, 17229557, with a direct link to our record on the Companies House register.
- That the company is registered in England and Wales, and that your purchase is a contract with a UK company under UK consumer law.
- That 128 City Road is our registered office, not a shop. There is no counter to visit. Email or phone reaches us; turning up at the address will not.
- That support is our own team rather than an outsourced call centre.
Our Microsoft partner listing is public and linked from the homepage, and the guide on how to check that we are a genuine reseller explains what that status does and does not prove — including the parts that are not flattering.
Two bundles, for the people buying both anyway
Most people buying Windows are buying Office in the same week. There are now two bundles that put both keys in one order at a lower total than buying them separately:
- Windows 11 Pro + Office 2024 Professional Plus — for a work machine that needs BitLocker, Remote Desktop and the full Office suite.
- Windows 11 Home + Office 2024 Standard — for a home or family computer.
You receive two separate 25-character keys, one for Windows and one for Office, with download links and instructions for each. They activate independently, one PC each.
An honest warning on Windows 10
Microsoft ended support for Windows 10 on 14 October 2025. The licences we sell are genuine and activate normally, but Windows 10 no longer receives security updates.
Both Windows 10 product pages now say that at the top, before the price — not in the small print. If your PC can run Windows 11, we recommend buying that instead, and if you are not sure whether it can, ask us before you order and we will help you check. We keep selling Windows 10 because plenty of older machines genuinely cannot run Windows 11. We would just rather you knew exactly what you were buying.
A tidier Help Center
Every guide and FAQ on this site has been reread against the shop. Where the Help Center said one thing and the shop said another — on delivery times, on refunds, on support hours — the Help Center has been corrected to match. The refund FAQ in particular used to mention only faulty keys and left out the 30-day change-of-mind refund entirely, which is the opposite of helpful.
Guides that described products we no longer stock have been retired rather than left to rot.
Still on the list
We are not going to pretend the job is finished. Still to come: clearer licence-type labelling on every product page, so you can tell at a glance exactly what kind of licence you are buying before you click add to basket. That work is underway.
If you spot something on this site that contradicts something else on it, tell us. Open a ticket or email contact@prosoftwarekey.com and we will fix it and say thank you.