Refund and Replacement Policy

Last updated: 31 October 2026

1. Overview This policy explains how refunds and replacements work for orders placed with Aourex, a trading name of AUREX COMMERCE LTD. We sell digital software licence keys and subscriptions, so the rules for digital content apply. This policy does not affect your statutory rights.

2. Right to cancel and digital content Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have 14 days to cancel an online purchase. For digital content, this right ends once delivery has started, if you have given your prior express consent to immediate delivery and acknowledged that you will lose the right to cancel. At checkout we ask you to confirm both points, and we send you a confirmation by email. Delivery starts when we email your licence key or activation details.

3. Cancelling before delivery If your order has not been delivered, you may ask us to cancel it. Please email info@aourex.com with your order number. If the order has not been delivered, we will cancel it and refund the full amount to the payment method used for the order.

4. Faulty or non-working products If a key or subscription does not work as described, please email info@aourex.com with: - your order number - the email address used at checkout - a short description of the problem - a screenshot of any error message, if possible Please report the problem within 14 days of delivery so that we can investigate promptly. This does not limit your statutory rights.

5. Replacement first We will investigate every report. If the problem is with the key or the activation details, we will first try to fix it. This may include checking the details, giving you activation guidance, or sending a replacement key or new activation details. If we cannot fix the problem or supply a replacement within a reasonable time, we will refund the affected order.

6. How refunds are paid Where a refund is due, we will pay it to the payment method used for the order, in the currency of the order. We will pay it without undue delay and in any event within 14 days of agreeing that you are entitled to it. Your bank or card issuer may need extra time to show the refund on your statement.

7. When a refund may not be given We may decline a refund or replacement where: - the key or subscription has been activated successfully and works as described - the problem is caused by something outside the product, such as a device that does not meet the vendor's requirements - you simply change your mind after the product has been delivered - the request appears to involve misuse or fraud Before you buy, please check the product page and the vendor's website for system requirements, editions and regional availability.

8. Business subscriptions Business subscriptions are provisioned to your organisation's account or tenant. If provisioning fails or does not match the product page, we will fix the problem or refund the order. Where licences have already been assigned to users or activated, we consider each request individually and will tell you the outcome by email.

9. Renewals Any renewal after the term shown on the product page is managed through the vendor and is not part of your purchase from Aourex.

10. Your statutory rights Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a purpose that you made known to us, and as described. If it is not, you may be entitled to a repair or replacement, or to a price reduction or refund. Nothing in this policy limits those rights.

11. Payment disputes If you have a problem with an order, please contact us before you ask your bank for a chargeback. We reply within 24 hours, 7 days a week, and we can usually resolve problems quickly. If a payment is disputed, we may give the payment provider the order details needed to respond, such as the delivery email, the delivery time and your confirmation of consent to immediate delivery.

12. Contact us Email: info@aourex.com Telephone: +44 7460 671266 AUREX COMMERCE LTD (trading as Aourex), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom