Refund and Return Policy

Effective Date: February 21, 2026

Thank you for shopping at Hoppkey. We strive to provide you with the best premium software, game keys, and digital embroidery resources.

Because our products are delivered digitally and instantly, our return policy differs from that of physical goods. Please read the following conditions carefully before making a purchase.

1. General Digital Goods Policy

Due to the nature of digital products, all sales are generally considered final once the digital key has been revealed or the file has been downloaded. We cannot issue refunds for digital items simply because you changed your mind, as digital goods cannot be “returned” in the traditional sense.

2. When We Offer Refunds or Replacements

We stand by the quality of the products we sell. You are eligible for a full refund or a replacement if you encounter any of the following issues:

  • Invalid or Duplicate Keys: The serial key or software license provided is invalid, revoked, or was already in use at the time of delivery. (Note: We may require screenshots or proof of the error message from the activation platform).

  • Corrupted Files: The embroidery design file or eBook you downloaded is corrupted, and our support team is unable to provide a working replacement.

  • Non-Delivery: You purchased a product, but the digital delivery system failed to send you the email or grant you access to the download link, and our team cannot manually resolve the delivery.

3. Non-Refundable Situations

We do not issue refunds or accept returns under the following circumstances:

  • Change of Mind: You purchased the wrong item by mistake or simply changed your mind after the key was revealed or the file was downloaded.

  • Incompatibility: Your computer or device does not meet the minimum system requirements for the software/game, or your embroidery machine does not support the specific file formats provided. We highly encourage checking compatibility and format requirements before purchasing.

  • User Error: The key was lost, shared with someone else, or the software was uninstalled after successful activation.

4. How to Request a Refund or Support

If you believe you are eligible for a refund or need a replacement key/file, please contact us within 14 days of your purchase.

To initiate a request, please email our support team with the following details:

  1. Your Order Number.

  2. The email address used to place the order.

  3. A detailed description of the issue.

  4. Screenshots showing the error message, invalid key prompt, or corrupted file issue.

Our team will investigate the issue and respond to your request within 24-48 hours. If a refund is approved, it will be automatically applied to your original method of payment within a certain amount of days, depending on your card issuer’s policies.

5. Contact Us

If you have any questions about our Refund Policy or need assistance with your digital purchase, please contact us at:

Email:
contact@hoppkey.com
Support@hoppkey.com


Website:
 hoppkey.com