Refund policy

Refund Policy

Last updated: 28 August 2026

1. About this Policy

This Refund Policy applies to digital products and services purchased from 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 Delivery Policy.

2. 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.

Installation, consultation and remote-support services may also be protected by consumer guarantees.

Your consumer guarantee rights are not limited to 30 days and may continue for a reasonable period depending on the product, price, representations made and other circumstances.

3. Digital products

Our software products are delivered electronically. Unless a product listing expressly states otherwise, no physical product will be supplied or returned.

Depending on the product, electronic delivery may include:

• a product or activation key;

• a download link;

• publisher deployment files;

• activation or redemption instructions; and

• installation information.

Downloading, receiving, redeeming or activating a product does not remove any rights you have under the Australian Consumer Law.

4. When a product has a problem

Please contact us if a product:

• cannot be activated using the supplied instructions;

• contains an invalid or previously exhausted key;

• is materially different from its description;

• is the wrong version, edition or licence type;

• does not include the purchased device, user or activation allowance;

• is not fit for a purpose you disclosed to us and reasonably relied on us to meet;

• cannot be delivered within an agreed or reasonable time; or

• otherwise fails to meet a consumer guarantee.

The appropriate remedy depends on whether the problem is major or minor.

5. Major problems with products

A product may have a major problem when it:

• is substantially different from its description;

• cannot be used for its normal purpose and cannot easily be fixed within a reasonable time;

• is not fit for a disclosed purpose and cannot easily be fixed;

• creates an unsafe situation; or

• has one serious problem, or several smaller problems, that would have prevented a reasonable consumer from purchasing it had they known.

When a product has a major problem, you may be entitled to choose between:

• a replacement of the same type; or

• a refund.

You may instead choose to keep the product and seek compensation for its reduction in value.

A refund for a major problem will not be reduced because the product was downloaded, delivered, used for a period or removed from its original packaging.

6. Minor problems with products

If a problem is minor and can be fixed within a reasonable time, we may choose to:

• correct the delivery or activation information;

• help rectify the activation problem;

• provide a valid replacement key of the licence type ordered;

• repair the problem;

• replace the product; or

• provide a refund.

If we cannot or do not fix the problem within a reasonable time, you may become entitled to additional remedies.

We will not replace an ordered licence with a materially different licence type, such as substituting OEM, MAK, volume or account-bound stock for a Retail licence, without your informed agreement.

7. Non-delivery and delayed delivery

Most orders are normally delivered by email within 1–10 minutes after payment verification. This is an estimate unless a specific delivery time was expressly agreed.

Please check your inbox, promotions and spam or junk folders and contact us if the order email has not arrived.

If a product has not been delivered, we may:

• verify the email address;

• resend the delivery email;

• complete delivery promptly;

• agree with you on a revised delivery time; or

• provide a refund where appropriate.

If we cannot supply the product within an agreed or reasonable time, you will not be required to accept store credit or a materially different substitute instead of a refund to which you are legally entitled.

8. Problems with services

Installation, consultation and remote-support services must be provided with due care and skill, be fit for any disclosed purpose and be supplied within an agreed or reasonable time.

If a service has a minor problem, we will rectify or reperform the affected service free of charge within a reasonable time.

If a service has a major problem, or cannot be rectified within a reasonable time, you may be entitled to:

• cancel the affected service;

• receive a refund for the unprovided or defective portion; or

• keep the service and receive compensation for its reduction in value.

You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

9. How to make a claim

Contact Software Mart Australia first

If you experience a problem with an order, delivery, download, installation, activation, product key, licence, compatibility, support service or payment, please contact Software Mart Australia first so that we can assess and attempt to resolve the issue.

Before we can process a request for a refund, replacement, repair or another remedy, you must notify us of the problem and provide, where reasonably available:

• your order number or another reasonable form of proof of purchase;

• the email address used for the order;

• a description of the problem;

• the exact error message and relevant screenshots;

• the installed product name, version and edition;

• the troubleshooting steps already attempted;

• any relevant Microsoft or publisher support case number or written response; and

• the remedy you are requesting.

A receipt is helpful but is not the only acceptable proof of purchase. Other reasonable evidence may include a payment statement, order reference or transaction record.

We will assess the claim within a reasonable time and may ask for information reasonably necessary to identify the cause of the problem. For a minor problem, we may first correct the issue, provide installation assistance or supply a valid replacement key within a reasonable time.

You may contact Microsoft or another software publisher for technical information. Statements or recommendations from a publisher 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 your rights under the Australian Consumer Law, prevents you from contacting a manufacturer, software publisher, payment provider, consumer protection agency, regulator, tribunal or court, requires you to accept a repair where the law gives you a choice of refund or replacement, or permits us to refuse an otherwise valid claim solely because you 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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Receive the appropriate outcome. For a minor problem, we may first correct the issue 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.

10. Troubleshooting and remote access

We may ask you to complete reasonable and proportionate troubleshooting before determining the appropriate remedy.

Troubleshooting may include:

• confirming the installed product and edition;

• checking system requirements;

• confirming the displayed error message;

• checking whether the purchased activation allowance has been exceeded; or

• following publisher-approved activation steps.

Using the supplied tutorial or different installation instructions

Customers should follow the installation and activation instructions supplied with their order. Using a different installer, product edition or activation method may cause the product key not to work.

If a problem is caused by installing an incorrect or incompatible product, disregarding clearly disclosed system requirements, or using the product in a way for which it was not designed, Software Mart Australia may not be required to provide a remedy for that customer-caused problem under the Australian Consumer Law. We will, where reasonably possible, help the customer install and activate the correct product.

Not following our tutorial does not automatically remove a customer’s rights under the Australian Consumer Law. If the supplied product or product key is faulty, invalid, not as described or otherwise fails an applicable consumer guarantee, the customer remains entitled to the remedies available under the Australian Consumer Law.

We may ask the customer to provide the activation error, screenshots, installed product edition, system information and other reasonable information needed to assess the problem. For a minor problem, we may first provide installation assistance, correct the problem or supply a replacement key within a reasonable time. For a major problem, the customer may choose a refund or replacement in accordance with the Australian Consumer Law.

Remote access is optional. Refusing remote access does not by itself remove your consumer rights.

Where possible, we will offer an alternative such as screenshots, telephone guidance, live chat or written troubleshooting.

If remote access is used:

• we will obtain your permission first;

• access will be limited to what is reasonably required;

• you may end the session at any time; and

• the service must be provided with due care and skill.

11. Change of mind

Australian law does not generally provide an automatic cooling-off period merely because a product was purchased through a website.

We do not automatically provide a refund because you:

• changed your mind;

• found a lower price elsewhere;

• no longer need the product; or

• decided after delivery that you prefer another product.

This does not affect:

• consumer guarantee rights;

• any cooling-off right that applies by law to a qualifying unsolicited consumer agreement; or

• a more favourable written promise made when you ordered.

If you contact us before a key or download has been supplied, we may be able to cancel the order. Cancellation is not complete until we confirm it.

12. Incorrect purchases and compatibility

We do not automatically provide a refund where you purchased the wrong:

• operating system or platform;

• software version or edition;

• architecture;

• language;

• device or user count;

• licence type; or

• subscription term,

if the relevant information was accurate and prominently disclosed before purchase.

A refund or other remedy may still be available if:

• the product description was inaccurate or unclear;

• material restrictions were not properly disclosed;

• we supplied a different product or licence type;

• you disclosed your intended purpose and reasonably relied on incorrect advice from us; or

• another consumer guarantee was not met.

We may choose to offer an exchange, store credit or refund for an incorrect purchase, particularly where the product key has not been disclosed, redeemed or activated.

Any discretionary offer will be explained to you before you accept it. We will not impose an arbitrary deduction or processing fee on a refund required by law.

Overseas customers and international TT payments

Where a customer is outside Australia and paid by telegraphic transfer (TT), international bank transfer or another overseas payment method, we do not automatically provide a monetary refund for a change of mind, an incorrect purchase or another situation in which no applicable law requires a refund.

If we choose to approve a discretionary refund in those circumstances, we may offer only store credit. The store credit has no expiry date, may be used toward any product available on the Website, may be used over multiple transactions until the balance is exhausted, and is not subject to inactivity, account-keeping or redemption fees.

This overseas store-credit rule does not apply where a monetary refund is required under the Australian Consumer Law or another applicable law, or where we made a more favourable written promise. In that case, the refund will be returned using the original payment method unless that is not reasonably possible or the customer voluntarily agrees to store credit or another method.

If a refund to the original international account is not reasonably possible, the customer may request payment to a verified Australian bank account. We may require written instructions from the email address associated with the order and reasonable verification of the customer, original payer and nominated account. We may refuse or delay payment to a different or third-party account until we are reasonably satisfied that the instructions are authentic, authorised and lawful.

13. Redeemed, activated or account-bound products

A product that has been redeemed, activated or bound to a publisher account is not automatically eligible for a change-of-mind refund.

However, redemption, activation or account binding does not remove your rights if the product:

• is faulty;

• is invalid;

• is materially different from its description;

• does not provide the purchased licence rights; or

• otherwise fails to meet a consumer guarantee.

If a refund is provided, you must stop using the product, remove it from your devices where reasonably possible and not use, share or disclose the refunded key.

14. Customer-caused problems

A consumer guarantee remedy may not be available to the extent that the problem was caused by:

• using the product on an incompatible system where compatibility was accurately and prominently disclosed;

• activating the product on more devices than purchased;

• sharing or reselling the key without permission;

• unlawful or unauthorised use;

• customer misuse;

• modifying or circumventing licence or activation controls; or

• failing to follow accurate and reasonable instructions.

This does not apply where our product, description, omission or advice caused or contributed to the problem.

A hardware change is not automatically misuse or a breach. Whether a licence can be reactivated after a hardware change depends on the disclosed licence type and publisher rules.

15. Sale and discounted products

Sale, discounted and clearance products receive the same consumer guarantee protections as full-price products.

A product will not be denied an otherwise available remedy merely because it was discounted.

A change-of-mind offer may have separate conditions for discounted products, provided those conditions are disclosed and do not restrict consumer guarantee rights.

16. Refund amount and payment method

A refund required for a major product failure will be for the full amount paid for the affected product.

We will not deduct an amount for:

• processing;

• administration;

• product use;

• downloading;

• activation;

• account binding; or

• the time elapsed,

where making that deduction would be inconsistent with the Australian Consumer Law.

Refunds will be returned using the original payment method unless:

• that method is not reasonably available; or

• you agree to another method.

Customers who paid by international bank transfer or another overseas payment method will not be required to accept store credit instead of a legally required refund.

Any voluntary store credit must be accepted by you.

17. Refund processing time

Once a refund entitlement has been confirmed, we will initiate the refund without unreasonable delay.

Your bank, card provider or payment service may take additional time to display the refund. That processing time is outside our direct control.

We will provide confirmation when the refund has been initiated.

18. Complimentary and paid support

Complimentary installation and activation assistance is available for the period stated in the product listing or our Terms of Service.

The expiry of complimentary support does not end your consumer guarantee rights.

Charges for optional remote support do not apply where free work is reasonably necessary to:

• rectify a failure to meet a consumer guarantee; or

• fulfil a written promise made when the product was purchased.

19. Gift certificates

Gift certificates are not refundable merely because the purchaser or recipient changes their mind.

This does not exclude a remedy where a gift certificate is faulty, inaccessible, incorrectly valued, materially different from its description or does not comply with applicable gift-card laws.

20. Voluntary warranties

Any separate voluntary warranty or money-back guarantee operates in addition to the Australian Consumer Law.

Its expiry does not automatically end your consumer guarantee rights.

Where we provide a separate written warranty against defects, the warranty information supplied with the product will explain:

• what it covers;

• how long it applies;

• how to make a claim;

• what we will do;

• responsibility for claim-related expenses; and

• how it operates in addition to consumer guarantee rights.

21. 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 8104 9693
Website: https://softwaremart.com.au/