Refund and returns policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging when applicable.

The digital products can only be returned after you have signed a non-use declaration related to the purchased product. Any digital product that has been installed and/or activated is not eligible for return.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
 Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Support@keyiva.com.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Support@keyiva.com or send your item to: 71-75 Shelton Street,Covent Garden,London WC2H 9JQ, UK

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: 71-75 Shelton Street,Covent Garden,London WC2H 9JQ, UK In case the product is digital (electronically distributed), send it back to us at: support@keyiva.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 If you are shipping an item over €65, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Process of refunds within 14 days

In case, for any reason, within 14 days of the date of purchase, you decide that you no longer need the purchased product, you are eligible for a full refund of your order. In order to return a product within the 14-day grace period please follow the steps below:

*Note: Products which have already been used are not subject to return

  1. Send us a request for refund with the information about your order (e.g. order number, phone number, screenshot of the invoice). Please, email it to: support@keyiva.com
  2. After we receive your request and track your order we will issue a No-Use Declaration Form which is filled with your personal and order information. For physical entities, we require you to only sign the declaration, while for legal entities we require a signature of a legal representative of the company accompanied by a stamp of the legal entity.
  3. After receiving the No-Use Declaration, we will process your return and refund the product within 48 hours.
  4. Please, keep in mind that money arrival date depends on the bank, but it should reach you between 5-7 working days.

*Note: The signatory of the declaration is legally bound to present truthful information. The signatory will be liable for any false information presented in the declaration.

In case of a defect

In case of a defective product, the client/customer is required to contact DgitalMarket.com through the following:

Email:  Support@keyiva.com

Phone: +44 7432309410

WhatsApp: https://wa.me/message/A3AAIRHZZK3YA1

Live Chat: https://rebrand.ly/DgitalMarket-Live-Chat

keyiva.com will contact the customer/client at its earliest convenience to verify the claim.

To select the appropriate type of support, keyiva.com requests that the customer/client provides Visual materials (screenshots) or a detailed description of the issue.

keyiva.com will always try to rectify the issue by providing a free of charge technical support for the affected product through the use of services such as:

  • Remote support
  • Phone support

If the issue persist, the following options are offered:

  • A replacement of the affected product
  • A refund of the affected product*


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