Delivery Policy
Delivery Policy
Last updated: 28 August 2026
1. About this Policy
This Delivery Policy applies to products and services purchased through softwaremart.com.au.
The supplier is Software Mart Australia, ABN 43 657 323 491, referred to as Software Mart Australia, we, us or our.
This Policy should be read together with our Terms of Service and Refund Policy.
2. Electronic delivery
Our software products are supplied electronically unless a product listing expressly states otherwise. No physical disc, USB drive, box or other physical item will be delivered for an electronically supplied product.
Depending on the product, electronic delivery may include:
- a product, licence or activation key;
- a download or redemption link;
- access to publisher deployment files;
- activation or redemption instructions;
- installation information; and
- an electronic receipt or order confirmation.
The product name, edition, platform, licence type, activation allowance and other material conditions will be those described in the product listing and order confirmation.
3. Estimated delivery time
Most orders are normally delivered by email within 1–10 minutes after successful payment verification.
This timeframe is an estimate unless we expressly agreed to a specific delivery deadline before accepting the order.
Some orders may take longer because of reasonable:
- payment verification;
- fraud or security screening;
- licensing or publisher checks;
- manual order review;
- international or telegraphic-transfer verification;
- stock or activation availability; or
- technical issues outside our immediate control.
We will nevertheless deliver within an expressly agreed timeframe or, where no timeframe was agreed, within a reasonable time as required by law.
4. Order acknowledgement
An automated order acknowledgement confirms that we received the order. It does not necessarily mean that payment has cleared, the order has passed verification or electronic delivery has been completed.
Delivery is completed when the purchased digital product and the information reasonably required to access or activate it have been made available to the customer.
5. Payment verification
Card, electronic-wallet and other online payments may require security verification before delivery.
Orders paid by telegraphic transfer, international bank transfer or direct deposit will normally be processed after:
- cleared funds have been received;
- the payment has been matched to the order; and
- any reasonable verification has been completed.
Customers should include their order number or other requested reference with a bank transfer where possible.
We may contact the customer using the details associated with the order if further verification is reasonably required.
6. Customer email responsibilities
Customers must provide an accurate email address that they can access.
After ordering, customers should check their:
- inbox;
- promotions folder;
- spam or junk folder; and
- email-provider filtering or quarantine system.
Customers may need to allow emails from softwaremart.com.au.
If an incorrect email address was entered, or the delivery email cannot be located, the customer should contact us. We may verify the order, correct the email address and resend the delivery information.
These reasonable customer steps do not remove or limit rights under the Australian Consumer Law.
7. Delivery delays
If we become aware that an order may be delayed, we will take reasonable steps to provide accurate information about:
- the reason for the delay;
- the expected delivery time; and
- the available solutions.
Depending on the circumstances, we may:
- complete delivery promptly;
- resend the delivery email;
- correct inaccurate delivery information;
- agree with the customer on a revised delivery time;
- offer an agreed replacement; or
- provide a refund where required or appropriate.
We will not require a customer to accept a materially different product or licence type as a substitute for the product ordered.
8. Non-delivery
Contact Software Mart Australia first
If an order has not arrived, or electronic delivery appears delayed, incomplete or incorrect, please contact Software Mart Australia first so that we can verify the order and attempt to resolve the issue.
Before we can process a request concerning delivery, you must notify us and provide, where reasonably available:
- the order number;
- the email address used for the order;
- reasonable proof of payment;
- information about rejected, blocked or missing emails;
- the exact error message and relevant screenshots; and
- any relevant Microsoft or publisher support case number or written response.
We may reasonably assess the issue, verify the email address, resend the delivery information, correct inaccurate information or complete other proportionate troubleshooting.
Statements or recommendations from Microsoft, another publisher or a payment provider may be considered as evidence, but do not automatically determine whether a refund is payable. We may conduct our own reasonable assessment.
Nothing in this section removes rights under the Australian Consumer Law, prevents a customer from contacting a manufacturer, software publisher, payment provider, consumer protection agency, regulator, tribunal or court, or permits us to refuse an otherwise valid claim solely because the customer contacted another organisation before contacting us.
If your product key does not work
Please follow these steps as soon as possible. Where reasonably practical, contact us before purchasing a replacement product or licence:
- Stop and record the error. Take a screenshot and note the exact error code or message and the date and time it appeared. Keep the product key private and do not post it publicly.
- Check the product and installer. Confirm the product name, edition, version, device, operating system, system requirements and any advertised region or account requirements. Use the download source in our email or tutorial, or an official publisher source.
- Follow the supplied tutorial. If you used different instructions, stop further activation or reinstallation attempts and tell us exactly what you did. Using different instructions does not automatically remove your rights, but the steps taken may help us identify whether the issue relates to the key, product, compatibility or installation.
- Contact Software Mart Australia promptly. Use our Contact Us page or email hello@softwaremart.com.au. Provide your order number, purchasing email address, product and edition, screenshot and error code, download source, and the steps already taken. Do not include the full product key in a public message.
- Allow a reasonable assessment. We may verify the order and key, confirm the correct edition, request diagnostic details, provide installation assistance or supply a valid replacement key. Remote access is optional and requires your consent. If you decline remote access, we may ask for other reasonably necessary information.
- Receive the appropriate outcome. For a minor problem, we may first correct the issue, complete delivery or provide a valid replacement within a reasonable time. If the product has a major problem, or a minor problem cannot be corrected within a reasonable time, the remedies available under the Australian Consumer Law will apply, including a refund or replacement where applicable.
You may purchase another product or licence elsewhere at any time. However, purchasing elsewhere before giving us a reasonable opportunity to assess the original issue does not by itself establish a major problem or an entitlement to reimbursement of the additional cost. Any claim for additional loss must satisfy the Australian Consumer Law, including that the loss was caused by the failure and was reasonably foreseeable and reasonably incurred. We will consider urgent or time-sensitive circumstances. Nothing in this procedure limits your rights under the Australian Consumer Law or prevents you from contacting a manufacturer, publisher, payment provider, regulator, tribunal or court.
If we cannot supply the product within an agreed or reasonable time, the customer will receive an appropriate remedy in accordance with the Australian Consumer Law, our Terms of Service and our Refund Policy.
A legally required monetary refund will be returned using the original payment method unless that is not reasonably possible or the customer voluntarily agrees to another method.
9. Incorrect, incomplete or unusable delivery
Customers should contact us if the delivered product:
- is the wrong product, edition, platform or licence type;
- has an invalid, blocked or previously exhausted key;
- does not contain the purchased device, user or activation allowance;
- is missing information reasonably necessary for installation or activation;
- is materially different from its description; or
- otherwise fails to meet a consumer guarantee.
We may reasonably assess the issue and request screenshots, error messages, installed-edition information or other proportionate diagnostic information.
For a minor problem, we may first correct the delivery information, provide installation assistance, fix the activation problem or supply a valid replacement key within a reasonable time.
For a major problem, the customer may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.
10. Licence substitutions
We will supply the licence type, product edition and activation allowance described in the order.
We will not substitute a materially different Retail, OEM, MAK, volume, device-bound or publisher-account-bound licence without explaining the material differences and obtaining the customer’s agreement.
If the ordered product is unavailable, we will offer the customer the choice of:
- accepting an alternative after receiving clear information about it; or
- cancelling the affected order for a full refund.
11. Geographic and publisher restrictions
Any material geographic, platform, publisher-account, activation, transfer or device restrictions must be disclosed in the product listing before purchase.
The customer is responsible for reviewing accurately and prominently disclosed requirements. However, this does not limit rights where:
- material information was not properly disclosed;
- the product does not match its description;
- we supplied incorrect advice; or
- another consumer guarantee was not met.
12. International orders
International orders are delivered electronically in the same manner as Australian orders, subject to payment clearance, verification and any accurately disclosed product restrictions.
Customers are responsible for ensuring that the product is permitted and compatible in their location where relevant restrictions were clearly disclosed before purchase.
Any discretionary store-credit arrangements for overseas customers are governed by our Terms of Service and Refund Policy. Those arrangements do not replace a monetary refund required under the Australian Consumer Law or another applicable law.
13. Australian Consumer Law
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded or modified, including under the Australian Consumer Law.
Computer software may constitute goods under the Australian Consumer Law even when supplied electronically, by download or under a digital licence.
Electronic delivery, downloading, redemption, activation or account binding does not automatically remove applicable consumer rights.
14. Contact us
Software Mart Australia
ABN 43 657 323 491
28 Marquands Road
Truganina VIC 3029
Australia
Email: hello@softwaremart.com.au
Toll-free: 1300 849 283
Telephone: +61 3 9013 7712
Website: https://softwaremart.com.au/