Return and Refund Policy

1. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or excludes any rights you have under these laws.

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a particular purpose, and as described. If a digital product is faulty or not as described, you are entitled to a repair, replacement, or refund.

2. Cancellation Right (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have a 14-day cancellation period starting from the day after your order is confirmed. During this period, you may cancel your order for any reason and receive a full refund.

Important exception for digital content: If you have given your express consent to begin the download or activation of digital content (such as a software licence key) during the cancellation period, and you have acknowledged that you will lose your right to cancel once the digital content has been fully provided, the cancellation right no longer applies once the licence has been delivered or activated.

3. Eligibility for Refund

• Defective Product (Within 180 Days): If you receive a software licence that is inoperable or otherwise defective, you are entitled to request a full refund within 180 days of your original purchase date. Prior to issuing a refund, The Company may require you to work with our support team to confirm that the issue lies with the licence itself and not due to other factors (e.g. incorrect installation, malware, or hardware incompatibility).
• Non-Defective Product: If you decide you no longer want the product, you may request a full refund within 180 days of purchase provided the licence has not been used or activated. Once a licence is activated or used, The Company considers the digital content delivered as agreed.
• No Licence Received (Within 180 Days): If you did not receive a licence via email or other agreed-upon delivery method, you are eligible for a full refund within 180 days of purchase.

4. Requesting a Refund

To request a refund or exercise your cancellation right, please contact us via email at support@eliteenterprisesoftware.com or through our contact form. Include your order details, proof of purchase (e.g. invoice or transaction ID), and a clear explanation of your reason for requesting the refund.

We will acknowledge your refund request within 2 business days and aim to resolve all requests within 14 days of receiving the necessary information.

5. Verification and Right to Refuse

The Company reserves the right to verify whether a licence has been activated or used. If our records indicate that the product key was activated or otherwise used after purchase, we may refuse to grant a refund on the grounds that the digital content has been consumed as agreed. This does not affect your statutory rights if the product is faulty or not as described.

6. Refund Method and Processing Time

• Refund Method: Approved refunds will be made to the original payment method used at the time of purchase, unless otherwise agreed in writing.
• Processing Time: Once your refund has been approved, please allow up to 14 days for the refund to be processed and appear on your statement.

7. Complaints and Escalation

If you are not satisfied with the outcome of a refund request, you can:

• Contact our support team: Email support@eliteenterprisesoftware.com to escalate the matter.
• Alternative Dispute Resolution (ADR): You may be able to use an ADR scheme to resolve disputes. For EU consumers, you can also use the EU Online Dispute Resolution platform.
• Citizens Advice: UK consumers can seek guidance from Citizens Advice.

8. Amendments to This Policy

The Company reserves the right to modify or update this Return and Refund Policy at any time. All changes will become effective on the date of posting and will apply to any purchases made on or after that date. Changes to this policy will not reduce your statutory rights.

9. Contact Us

If you have any questions about this Return and Refund Policy, please contact us at support@eliteenterprisesoftware.com or use our contact form.