Refund policy

Refund and Return Policy

At Elite Soft Store S.R.L. (WowSoft.eu), we are committed to ensuring full customer satisfaction across the European Union. This policy is aligned with applicable EU regulations, including Directive 2011/83/EU on consumer rights and Regulation (EU) 2019/770 on the supply of digital content.

1. Consumer Rights

All products sold by Elite Soft Store S.R.L. benefit from the 2-year legal guarantee of conformity, valid across all EU countries.

If a product proves to be non-compliant, you are entitled to:

Free repair
Replacement
Price reduction
Full refund, if repair or replacement is not possible

These rights apply in all EU Member States and do not affect any additional national rights that may exist.

2. Return of Digital Products

You may return any digital product within 30 calendar days from purchase, provided it has not been activated, used, or downloaded.

If the product has technical issues or malfunctions, you are entitled to repair, replacement, or refund within the 2-year legal guarantee period, regardless of whether it has been activated or not.

2.1. Video Game Return Policy

Video game licenses are delivered instantly and can be activated only once, making them non-refundable once issued.

No returns or replacements are accepted for video games, even if they have not been activated.
This policy is based on Article 16 of Directive 2011/83/EU, which excludes digital content from the right of withdrawal once delivery has started with consumer consent.

Please ensure that you choose the correct platform (Steam, Origin, Uplay, etc.) and region before purchase. If unsure, contact us in advance at support@wow-soft.eu.

3. Right of Withdrawal (EU-Wide)

For all digital products, under Article 9 of Directive 2011/83/EU, you have the right to withdraw from the contract within 30 days of purchase only if the digital product has not been downloaded, used, or activated.

Upon downloading or activation, you expressly waive your right of withdrawal.

4. Return of Physical Products

For physical products (if offered), the following conditions apply throughout the EU:

Returns are accepted within 30 calendar days from delivery if products are unused and in their original packaging.
Return shipping costs will be covered by us if the item is faulty or non-compliant.
If returned for other reasons (e.g., change of mind), the customer is responsible for return shipping.

5. Return Process

Contact us at support@wow-soft.eu to initiate your return request.
For digital products, include screenshots or details of the issue.
Once approved, we’ll process the return and cover shipping (if applicable).
Refunds will be made within 7 business days of approval. No deductions apply.

6. Exclusions

Activated, downloaded, or used digital products are not eligible for return.
Physical products with visible signs of use, damage, or missing parts are not accepted.

7. Transparency & Support

We are fully committed to ensuring a smooth, EU-compliant shopping experience. Should you have any questions, don’t hesitate to reach out — our team is ready to assist you!