Return and Refund Policy

Effective Date: 19.05.2025

At EGE SYSOFT, we value your satisfaction and strive to provide a secure shopping experience. This Return and Refund Policy outlines your rights and our procedures for returns, cancellations, and refunds in accordance with German consumer protection laws, as well as applicable EU and UK regulations.

 

1. Scope

1.1. Applicable Products: This policy applies to all orders of consumer electronics and digital license activation keys purchased from egesysoft.com

1.2. Geographical Coverage: Our policy covers shipments and digital licenses within the European Union, the United Kingdom and the rest of the World.

 

2. Right of Withdrawal & 14-Day Return Period

2.1. Statutory Right: Under the German Civil Code (BGB) and the EU Consumer Rights Directive, you have a right to withdraw from your purchase within 14 calendar days from the day you (or a designated third party) take physical possession of the goods (once the item(s) is delivered).
*Any delays caused by the courier will extend the return window of 14 days, meaning the return period shall start after buyer receives the product (once the item(s) is delivered).

2.2. Digital Products Exception: For digital license activation keys, your right of withdrawal is nullified once the digital content has been activated or downloaded with your explicit consent. These items are non-returnable if activated.

 

3. How to Initiate a Return or Cancellation

3.1. Notification Process: To exercise your right of withdrawal for physical goods, please notify us in writing (via email) at:

 - Email: info@egesysoft.com

3.2. Return Submission: After notifying us, you must return the product within 7 days. Please ensure that:

 - Condition: The product is unused, in its original packaging, and with all accessories, documentation, and components intact.

 - Digital Licenses: Do not include activation keys that have already been used.

 - Return Costs: We cover the return costs for customers within Germany. For European Union countries and the United Kingdom, return costs will be borne by the customer:

-          Return cost for European Union countries: €16.49 per item

-          Return cost for the United Kingdom: £24.99 per item

 

4. Refund Process

4.1. Inspection and Approval: Upon receipt of your returned product, we will inspect the item to confirm that it is in its original, undamaged condition.

4.2. Refund Timeframe: Approved refunds will be processed and credited to your original method of payment within 14 business days after receipt of the returned item.

 4.3. Deductions:

4.3.a. Damaged Returns: If the returned consumer electronics show signs of damage or have missing components beyond normal handling, we reserve the right to deduct an appropriate amount from your refund reflecting its diminished value.

4.3.b. Return Shipping: Unless the return is due to our error, you may be responsible for paying the return shipping costs.

4.4. Customer Responsibility for Installation: Customers are responsible for downloading and installing their own Windows operating system, Office Suite, or any other digital applications. While we guarantee and provide full customer support for activation-related issues on pre-installed systems, software installation itself falls under the buyer’s responsibility.

 

5. Damaged or Faulty Goods

5.1. Notification of Damage: If you receive a damaged or wrong product, please contact us within 5 days of delivery, providing:

 5.1.a. A description of the issue

 5.1.b. Photographic evidence of the damage

5.2. Resolution Options: We may offer one of the following:

 5.2.a. A replacement product (subject to availability)

 5.2.b. A refund – note that if the product is confirmed damaged (beyond a manufacturing defect) due to handling upon return, a deduction may be applied to account for loss in value.

5.3. Conditions fo Sealed Products: Sealed products such as mobile phones and laptops can be returned. However, once the seal is broken, the item's status changes from Brand New to B-Ware (used/open-box). This means the product must undergo a new valuation, and additional charges may apply depending on its condition after return.

5.4. Physical License Product Packages (COA & DVD): License product packages, including Certificate of Authenticity (COA) and DVD, must be returned unsealed. Due to the nature of license keys, once revealed, they cannot be blocked or deactivated. Therefore, opened or unsealed items cannot be returned under any circumstances.

5.5. Incorrect License Key Purchases: Customers are responsible for purchasing the correct license key corresponding to their operating system or Office Suite version. If a buyer purchases an incompatible key, they will need to purchase the correct version separately. Once the new order is placed, the initial incorrect license key order will be canceled, and the buyer will receive a refund.

 

 

6. Digital License Activation Keys

6.1. Non-Returnable Once Activated: Digital license keys and activation codes are delivered electronically. Once these are activated, downloaded, or used—where you have given explicit consent to immediate fulfillment—you lose your right of withdrawal as stipulated by applicable EU law.

6.1.a. Proof of Malfunction:
Being in digital communication, some buyers may report that their Windows or Office license key does not activate. To ensure a fair resolution process for both parties, we require proof in the form of screenshots showing:

• The version of Windows or Office Suite being activated
• The license key entered
• The error message received during activation

Refunds will only be processed if the issue is validated based on this evidence. This precautionary measure ensures compliance with our policies due to the nature of digital license keys.

 

6.2. Pre-Activation Returns: If, for any reason, a digital license has not yet been activated, please contact us immediately so we can address your concerns. However, please note that due to the nature of digital products, refunds may be subject to verification and approval before processing.

 

7. Legal Compliance

Statutory Rights: This policy is designed to comply with the statutory rights afforded to you under German and EU consumer laws. Nothing in this policy is intended to limit your rights under these laws.

Modifications: We reserve the right to modify this policy at any time. The updated version will be posted on our website, and your continued shopping with us constitutes acceptance of any changes.

 

8. Contact Us

If you have any questions or require further assistance regarding our Return and Refund Policy, please contact our customer service:

   - Email: info@egesysoft.com

   - Phone: 015751219941

   - Mailing Address: Rechbergst. 4, 73084 Salach

 

Additional Info: For any special circumstances or further clarifications about our returns (especially regarding damaged returns or digital product policies), please reach out to us. We are here to ensure your shopping experience is both transparent and fair.

*Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@egesysoft.com.

Thank you for choosing EGESYSOFT. We are committed to your satisfaction and to upholding the highest standards of consumer rights in all the regions we serve.

“In accordance to § 19 UStG, no value added tax is charged.”