Business buyers — please read this first. This page describes the rights of consumers (individuals buying outside their trade, business, craft or profession). If you are buying for a business, the returns and refund clauses in our Wholesale & Business Terms of Trading apply instead — consumer-specific statutes (Consumer Rights Act 2015, Consumer Contracts Regulations 2013) do not apply to B2B orders.
1. Your statutory rights as a consumer
Nothing in this policy reduces your rights under:
- The Consumer Rights Act 2015 (Part 1 Chapter 3 — digital content): the licence we supply must be of satisfactory quality, fit for any purpose you made known to us before buying, and match the description we gave.
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: a 14-day right to cancel for distance-sales — with a specific exception for digital content (see §3 below).
- The Consumer Protection from Unfair Trading Regulations 2008.
If a remedy under those statutes gives you a better outcome than this policy, you can rely on the statute.
2. What you can expect from us
- Licences will be genuine, sourced through authorised channels (Microsoft's CSP programme and authorised distribution).
- The licence supplied will be the one described on the product page (edition, version, term, allocation).
- Activation keys will be delivered electronically to the email address on your order, typically within minutes and at most one working day.
- If a key fails to activate, we will issue a free replacement promptly (see §6).
3. The 14-day cancellation right and the digital-content exception
For most distance-sale purchases, consumers have 14 days to cancel without giving a reason. For digital content supplied not on a tangible medium (which is what a licence key is), the right ends as soon as supply has begun with your express consent and your acknowledgement that you lose the cancellation right by consenting.
At checkout we ask you to acknowledge that the licence key will be delivered immediately and that, by proceeding, you accept that the 14-day cancellation right ceases at that point. If you have not yet received the licence key — for example, payment is still pending — you may still cancel under the regulations.
How to cancel before delivery: email sales@eliteenterprisesoftware.com with your order code stating you wish to cancel under the Consumer Contracts Regulations 2013. We will refund within 14 days of receiving the cancellation, using the same payment method.
4. Faulty or non-conforming licences (Consumer Rights Act 2015)
If the licence we supply is not of satisfactory quality, not fit for its purpose, or not as described, you are entitled to:
- Repair or replacement at no cost to you — for digital content, this normally means a replacement key.
- If repair / replacement is impossible, takes unreasonably long, or causes you significant inconvenience: a price reduction or a full refund.
- Compensation for any damage caused to your device or other digital content by the faulty content (Consumer Rights Act 2015, s. 46).
These rights apply for as long as the licence is supposed to function — for perpetual licences, indefinitely; for subscription licences, the term of the subscription.
5. Mistakes we make
If we deliver the wrong product, a duplicate, or charge you twice, we will:
- Deliver the correct product or refund the duplicate, at your choice;
- Refund any additional cost you incurred reasonably as a result;
- Process the refund within 14 days of confirming the mistake.
6. Activation problems
If a key fails to activate, please tell us within 30 days of delivery (later if the issue could not reasonably have been discovered earlier). We will:
- Verify the key against the publisher's record;
- Issue a replacement within 1 working day of confirmation, free of charge;
- If we cannot fix activation with a replacement, refund the affected line in full.
Please include in your message: the order code, the product title and the exact error message / screenshot. We are not the software publisher and do not provide first-line technical support for the software itself — but we will assist with everything licence-related.
7. When refunds are not available
We cannot offer a discretionary refund where:
- The licence has been delivered, activated and is functioning correctly — you have simply changed your mind. (Your statutory rights under §4 are unaffected.)
- You have used the licence in breach of the publisher's end-user licence agreement.
- The product has been delivered and the issue is with the underlying software's general fitness rather than the licence we supplied — in that case the publisher's support pathway applies, and the publisher's warranties under the EULA govern.
8. How to request a refund
- Email sales@eliteenterprisesoftware.com.
- Include your order code, the product affected, and what's gone wrong.
- We acknowledge within 1 working day and aim to resolve within 5 working days.
- Approved refunds are processed to the original payment method within 14 days of approval.
9. Complaints & alternative dispute resolution
If you're not satisfied with the outcome, please ask for your case to be escalated to a Director. We aim to give a final position within 14 days.
We are not currently signed up to a sector-specific ADR scheme; you remain free at any time to bring a claim in the County Court (England & Wales) under your statutory rights.
10. Changes to this policy
We update this page when our practices or the law change. The version and review date appear at the top. The version in force when you placed your order is the one that governs that order.
11. Contact
Sales / refunds: sales@eliteenterprisesoftware.com
Telephone: +44 178 040 7564
Post: HULO Global Limited, Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE.