Return and Refund Policy

This policy applies to all purchases made from topkeyshop.com, operated by ONLINE COMPUTERS LONDON LIMITED (Companies House No. 13921807), referred to below as “we,” “us,” or “Top Key Shop.”

This policy is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights as a consumer.

1. Digital Products (Software License Keys)

Most products on Top Key Shop are digital license keys delivered instantly by email. The rules below apply to all digital purchases.

1.1 Cancelling Before Delivery

You have the right to cancel your order at any time before we send the license key to you. Simply email us at support@topkeyshop.com with your order number and we will issue a full refund.

1.2 Digital Content Exception (Important)

Once a license key has been delivered to your email and you have accessed, used, or attempted to activate it, the standard right to cancel under the Consumer Contracts Regulations 2013 no longer applies.

This is in line with Regulation 37(1)(a) of the Consumer Contracts Regulations 2013, which covers the supply of digital content that has begun with your prior express consent.

By placing an order on topkeyshop.com, you expressly consent to immediate delivery of your license key and acknowledge that you lose the standard 14-day right to cancel once delivery begins.

1.3 Money-Back Guarantee on Faulty Keys

Despite the above, our Buyer Protection guarantee gives you full refund rights for 30 days from the date of purchase if any of the following occur:

The license key fails to activate after our support team has attempted to help resolve any installation or activation issue
The key has been previously used or is invalid
The product delivered does not match the description on our website

For full details, see our Buyer Protection page.

1.4 How to Claim a Refund on a Digital Product

To request a refund or replacement for a digital product, please follow these steps:

Email us at support@topkeyshop.com with your order number and a clear description of the issue.
Wait for response — our team will reply within 24 hours.
Activation support — we will first attempt to resolve any installation or activation issue. Free activation support is included with every purchase.
Resolution — if the issue cannot be resolved, we will issue a replacement key or a full refund, at your choice.

Refunds for digital products are processed back to your original payment method within 5–10 business days.

2. Physical Products (Custom-Built PCs and Hardware)

For physical products such as desktop PCs and hardware, the following terms apply.

2.1 Your Right to Cancel

You have 14 days from the day after you receive the product to cancel your order without giving any reason, in line with the Consumer Contracts Regulations 2013.

2.2 How to Cancel

Notify us in writing within 14 days by email to support@topkeyshop.com, including your order number and a clear statement that you wish to cancel.

2.3 Returning the Product

After notifying us of your cancellation, you have a further 14 days to return the product. Please note:

The product must be returned in the same condition you received it — unused, with all original packaging and accessories
You are responsible for the cost of return shipping
We recommend using a tracked, insured delivery service — we cannot refund items lost in transit

2.4 Custom-Built PCs

For made-to-order custom PCs, we begin building once your order is placed. The cancellation rules are:

Within 24 hours of ordering: full refund
After 24 hours: a £35 cancellation fee applies (deducted from your refund) to cover components already allocated for your build
After delivery: the standard 14-day cancellation period applies

2.5 Restocking Fees

Returned products that are not in re-sellable condition (damaged, missing parts, or showing signs of use) may incur a restocking fee of up to 25% of the product price. We will inform you of any deduction before processing your refund.

2.6 Refund Timing for Physical Products

Once we receive the returned product and verify its condition, we will issue your refund within 14 days to your original payment method.

3. Faulty or Defective Products

If a product develops a fault, please report it to us as soon as possible by email to support@topkeyshop.com, including your order details and a description of the fault.

3.1 Repair, Replacement, or Refund

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for faulty goods. We will work with you to find the best solution.

3.2 End-of-Life Products

If a faulty product is no longer manufactured, we will provide a replacement with similar performance characteristics. For example, with graphics cards, this may mean a more recent model that achieves similar (+/- 5%) benchmark scores to the faulty product.

3.3 Third-Party Hardware and Software

Before testing a returned PC, we will remove any third-party hardware or software added after the original purchase, in order to test the system in its original shipped condition. Issues caused by third-party modifications are not covered by our warranty.

4. Order Cancellation by Us

We reserve the right to decline or cancel any order — for example, in cases of suspected fraud, payment verification failure, or product unavailability. If we cancel your order and payment has already been taken, you will receive a full refund within 5–10 business days.

5. Force Majeure

We cannot be held responsible for delays or failures caused by events outside our reasonable control. This includes, but is not limited to, natural disasters, postal strikes, cyber attacks, or actions of third-party service providers (manufacturers, payment processors, couriers).

6. Your Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law, including the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and the Sale of Goods Act 1979 (as amended).

For more information about your consumer rights, you can visit: