Returns, Cancellations & Refunds Policy
Returns, Cancellations and Refunds Policy
Last updated: 10 August 2026
This policy explains your cancellation and refund rights when purchasing digital software licence keys from Simply Antivirus Ltd.
Nothing in this policy excludes, limits or restricts any statutory rights that cannot legally be excluded.
1. Customers and territories we supply
Simply Antivirus Ltd accepts orders from customers located in the United Kingdom and selected countries outside the European Union (EU).
We do not currently accept orders from customers located within the European Union (EU).
Due to EU VAT requirements and the additional regulatory and administrative obligations involved in selling to EU consumers, orders from EU countries cannot currently be completed through this website.
Orders from countries outside the UK are subject to individual product availability, manufacturer restrictions and regional licensing requirements.
Our restriction on accepting orders from customers located within the EU relates to where Simply Antivirus Ltd accepts and processes orders and does not necessarily restrict where a particular software licence may be activated or used.
Depending on the manufacturer and product, some licences may be valid for activation and use in the UK, certain European countries or other countries worldwide.
Please check the individual product information for regional compatibility before purchasing.
Customers must provide accurate contact, billing and payment information when placing an order.
We reserve the right to decline or cancel an order where:
- the customer is located in a country we do not currently supply;
- the relevant product is not permitted for sale or activation in the customer's country or region;
- inaccurate or misleading customer, billing or payment information has been provided;
- a geographical purchasing restriction appears to have been deliberately bypassed using a VPN, proxy service, false address or other inaccurate information; or
- accepting the order would breach a legal, manufacturer, supplier or licensing requirement.
Where an order is cancelled before a licence key has been supplied, any payment taken will be refunded to the original payment method.
2. Digital licence delivery
Our antivirus, security and related software licence keys are digital products.
No physical product will be supplied unless the relevant product description expressly states otherwise.
Orders are normally processed automatically once payment has been successfully completed.
Licence keys are usually delivered by email within 10 minutes of successful payment. In exceptional circumstances, delivery may take up to 24 hours.
Digital delivery is free of charge.
Your delivery email will normally include:
- your licence key;
- relevant setup or download links;
- installation and activation instructions;
- troubleshooting guidance; and
- other relevant product information.
Additional product and installation guidance may also be available through our website or social media channels.
You are responsible for providing a correct and accessible email address when placing your order.
If your licence email has not arrived, please check your inbox, spam, junk and promotional folders.
If you have not received your licence within 24 hours, please contact support@simplyantivirus.co.uk and include your order reference.
3. Your right to cancel
Consumers purchasing at a distance would normally have a 14-day cancellation period. Special rules apply where digital content is supplied during that period.
Our digital licence keys are normally supplied shortly after successful payment.
Before your order can be completed, you will be asked to:
- expressly consent to the immediate supply of your digital licence during the usual 14-day cancellation period; and
- acknowledge that you will lose your right to cancel for a change of mind once supply of the digital content begins.
UK guidance specifically requires businesses supplying downloadable digital content immediately to obtain the customer's agreement to immediate supply and acknowledgement that the 14-day cancellation right will be lost. If this is not obtained correctly, the customer can retain the cancellation right.
Once your licence key has been emailed, displayed or otherwise made available to you following that express consent and acknowledgement, you will normally no longer have the right to cancel simply because you have changed your mind.
Because orders are processed automatically, we may be unable to stop or cancel an order once it has entered the fulfilment process.
If the licence key has not yet been supplied, please contact us immediately at support@simplyantivirus.co.uk. We will check whether the order can still be stopped, but we cannot guarantee that cancellation will be possible.
This does not affect your statutory rights where digital content is faulty, invalid, incorrectly supplied or not as described.
4. Change-of-mind cancellations and refunds
Once a licence key has been supplied or made available following your express consent to immediate supply and acknowledgement of the loss of your cancellation right, we cannot normally provide a cancellation, exchange or refund simply because you:
- changed your mind;
- ordered the wrong product;
- selected the wrong number of devices;
- selected the wrong subscription or licence period;
- decided that you no longer require the product;
- provided an incorrect email address;
- failed to check the stated regional compatibility; or
- purchased software that is incompatible with your device or operating system where the compatibility requirements were clearly stated before purchase.
Before completing your order, please check:
- the product name and edition;
- the number of devices covered;
- the subscription or licence period;
- operating-system and device compatibility;
- regional compatibility;
- renewal or manufacturer-account requirements; and
- any activation, account or regional restrictions stated in the product information.
5. Faulty, invalid or incorrectly supplied licence keys
Your statutory rights are not affected by this policy.
Digital content supplied to UK consumers must meet statutory requirements, including being of satisfactory quality, fit for purpose and as described. The Consumer Rights Act 2015 also provides remedies where digital content does not meet those requirements.
Please contact us if the licence key supplied:
- is invalid;
- had already been used before it was supplied to you;
- does not match the product you ordered;
- cannot be activated because of a fault with the licence key or digital content supplied; or
- is materially not as described.
Before contacting us, please follow the setup and troubleshooting guidance included with your licence-key delivery email.
If the problem remains unresolved, we may ask you to provide:
- your order reference;
- the product purchased;
- screenshots or photographs of any error messages;
- details of your device and operating system;
- troubleshooting steps already completed; and
- any other information reasonably necessary to investigate the problem.
Where appropriate, we may:
- provide technical assistance;
- verify or correct the licence details;
- attempt to resolve the problem; or
- provide a replacement licence key.
Where digital content does not conform to the contract, UK consumers may be entitled to repair or replacement and, where the problem cannot be resolved as required by law, potentially a price reduction or other appropriate remedy.
6. Circumstances in which a refund may not be available
A refund will not normally be provided where the licence key itself is valid and the issue is caused by:
- an unsupported device or operating system that was clearly stated before purchase;
- failure to follow supplied setup, installation, activation or troubleshooting instructions;
- inaccurate information provided by the customer;
- an issue with the customer's existing manufacturer account or subscription;
- a problem affecting the customer's device, operating system, internet connection or local network;
- an attempt to activate or use the licence in a country or region for which it was not intended;
- activation on more devices than permitted;
- alteration, transfer, sharing or misuse of the software or licence;
- a temporary manufacturer system or service outage; or
- a breach of the manufacturer's licence conditions.
However, we will not refuse a remedy where the digital content itself is faulty or where doing so would conflict with statutory consumer rights. Terms cannot lawfully remove or reduce mandatory consumer rights.
7. Installation and activation support
Your licence-key delivery email contains relevant links, setup information and troubleshooting guidance for downloading, installing and activating your product.
Before requesting further support, please follow the instructions and troubleshooting steps supplied.
If you still require assistance, please email support@simplyantivirus.co.uk and include:
- your order reference;
- the name of the product purchased;
- a clear description of the problem;
- troubleshooting steps already attempted;
- details of your device and operating system; and
- screenshots of any relevant error messages.
Some manufacturer-account, subscription, billing, installation or device-specific issues may need to be resolved directly with the relevant software manufacturer.
8. Manufacturer support
Manufacturer support services are operated independently of Simply Antivirus Ltd. Available support methods, telephone numbers and opening hours may change, so customers should refer to the relevant manufacturer's official support website for the latest information.
Norton Support
Norton provides assistance with installation, activation, accounts, subscriptions, billing and technical issues.
Telephone: 020 7616 5600
Customer support:https://support.norton.com/sp/en/gb/home/current/help-center
Contact Norton Support:https://support.norton.com/sp/en/gb/home/current/contact
McAfee Support
McAfee provides assistance with installation, activation, accounts, subscriptions, billing and technical issues.
Telephone: 0800 028 7581
Customer support:https://www.mcafee.com/en-gb/consumer-support/
Contact McAfee Support:https://www.mcafee.com/support/s/contactsupport
Avast Support
Avast provides online assistance with installation, activation, accounts, billing, subscriptions and technical problems.
Customer support:https://support.avast.com/en-gb/
Contact Avast Support:https://support.avast.com/avast/en/gb/home/current/contact
AVG Support
AVG provides online assistance with installation, activation, accounts, billing, subscriptions and technical problems.
Customer support:https://support.avg.com/en-gb/
Contact AVG Support:https://support.avg.com/avg/en/gb/home/current/contact
9. Statutory rights
Nothing in this policy excludes, restricts or limits any statutory rights that cannot legally be excluded or restricted.
For UK consumers, this includes rights relating to digital content that is faulty, not of satisfactory quality, not fit for purpose or not as described.
For customers located in another country that we have agreed to supply, nothing in this policy is intended to remove any mandatory consumer protections that apply to that customer and cannot lawfully be excluded.
10. Contact us
If you have a question about a cancellation, refund, licence key or technical issue, please contact:
Simply Antivirus Ltd
Order and technical support:
support@simplyantivirus.co.uk
Website:
www.simplyantivirus.co.uk