What this warranty covers
This page describes the statutory warranty for conformity that applies to digital content and digital services sold by Lizensa to consumers in the European Union. It does not cover commercial guarantees offered by manufacturers, which are described separately.
Your statutory rights under EU law
Licence keys are digital content, so your rights come from Directive (EU) 2019/770 on contracts for the supply of digital content and digital services, as implemented for you by your country's implementation of Directive (EU) 2019/770. We are liable for any lack of conformity of the digital content that exists when it is supplied. During the first year after supply you do not have to prove that the lack of conformity already existed at that moment — the law presumes it did.
How long your rights last
Your statutory rights last at least two years from the date the digital content is supplied, or for the longer period the law of your country of residence gives you — a shorter period in these terms would be void. Where digital content is supplied continuously over a period (for example a subscription), we are liable for any lack of conformity that occurs at any time during the whole supply period, not merely for a fixed window after the last delivery. Report a defect as soon as you notice it; a claim must reach us before the end of the liability period.
What counts as a defect
Digital content is defective if it does not match the description, quantity or quality agreed, is not fit for the purpose you made known to us, or lacks the functionality, compatibility, interoperability or security usual for content of that kind. A defect may also arise from incorrect installation or from an update we supply.
Your remedies
You may first ask us to bring the digital content into conformity, free of charge and within a reasonable time. If that is impossible or disproportionate, or if we fail to do it, you may ask for a price reduction or withdraw from the contract and receive a refund. You choose the remedy, subject to the limits set by law.
Commercial guarantees
Any commercial guarantee that we or a manufacturer give you is additional to your statutory rights and never replaces them. Its duration, scope and the procedure for making a claim are stated in the guarantee document supplied with the product. A guarantee that is less favourable than the law is void to that extent.
Manufacturer guarantees
Some products carry a manufacturer's guarantee, for example a multi-year licence or a support entitlement. Claims under such a guarantee are made directly to the manufacturer under its own terms. We will help you identify the right contact and pass the claim on if you ask us to.
How to make a claim
Send your claim to support@lizensa.com with your order number, a description of the defect and, where possible, evidence such as a screenshot or an error message. We respond within 14 days. Do not delete the product or the licence key before we have answered, because we may need to test it.
What a commercial guarantee does not cover
Nothing on this page excludes or limits the statutory conformity liability described above — a term that tried to would be void. The exclusions below apply only to a commercial guarantee given in addition to the law, and only to the extent the law allows: defects caused by use contrary to the documentation, modifications made by you or a third party, an unsupported operating system or device, or a licence key that was resold or shared in breach of our terms.
Resale and transfer
Statutory warranty rights are tied to the contract and pass to a subsequent buyer only where the law of your country allows it. If you resell a licence key in accordance with our terms, tell the buyer that the warranty claim must be made through the original order.
