CONSUMER RIGHTS

• 1. The Consumer Protection (Distance Selling) Regulations 2000 (the "Regulations") allow consumers the right to cancel orders for goods or services without having to give any reasons during the period of 14 working days starting as set forth in section 6.2 (the "Cooling Off Period").
  
  If you choose to exercise this right, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 9 below). Please carefully read the provisions below as they will affect your right to cancel the Contract.

• 2. The 14 day Cooling Off Period will start:
  • 2.1 if you order a Download, on the day after the date on which the Download is made available to you for electronic transfer from your personal Account area; or
  • 2.2 if you order Goods, on the day after you have received the goods;
  
  but in any event not before all information obligations laid down in the “Consumer Protection (Distance Selling) Regulations 2000 have been fulfilled.
• 3. To cancel a Contract within the Cooling Off period, you must inform us in writing or in another durable medium by giving notice to MSStore.UK@msdirectservices.com, or via postal service:

  arvato distribution GmbH
  Microsoft Store
  Benzstrasse 5-7
  D-33442 Herzebrock-Clarholz
  Germany

  The summons Address is:

  arvato distribution GmbH
  Microsoft Store
  Benzstrasse 5-7
  D-33442 Herzebrock-Clarholz
  Germany
  Internet: http://www.arvato.com

  arvato distribution GmbH, Registered Office: Harsewinkel
  Commercial Register: Amtsgericht Gütersloh HRB 2200
  Executive Management: Patric Hoffmann, Frank Schirrmeister, Boris Scholz, Dr. Thorsten Winkelmann

  We offer you to pick up the products at Arvato’s costs. To do so, please contact our Customer Care team. In case you do not whish us to pick up the products you will have to return the products at your own costs.

• 4. Goods

  You may not exercise the right to cancel in respect of contracts for the supply of (a) goods made to your own specifications or clearly personalized or (b) which, by reason of their nature, cannot be returned or (c) are liable to deteriorate or expire rapidly, and (d) with respect to contracts for the supply of audio or video recordings or computer software which have been unsealed.

  If possibleGoods should be returned to us unopened and in their original packaging and in the same condition in which you received them.

  Prior to the cancellation, you shall retain possession of the goods and take all reasonable care of them.If you fail to comply with this obligation, we may have a right of action against you for compensation.

  If you cancel a Contract within the Cooling Off Period our customer service will contact you with regards to the pickup of the goods to be returned. You are under the duty to take reasonable care to see that the returned goods are received by us and not damaged in transit, but in other respects your duty to take care of the goods shall cease once you send them or once they are picked up from you. We recommend that you retain copies of any dockets, receipts and proof of postage for your records.

• 5. Downloads

  Please note that you are no longer entitled to cancel your order in respect of contracts for the provision of services if performance has begun, with your agreement, before the end of the 14 working days period. You acknowledge and agree that when you purchase a Download, once the Digital Licence Key has been downloaded to a personal computer you have waived your right to cancellation as performance has begun, with your agreement, before the end of the Cooling Off Period.

  This exception also applies to the download of E-books, whether a Digital Licence Key is used for initiating the download or not. Downloading the E-book constitutes a waiver to your right to cancellation during the Cooling Off Period. Once you have initiated the download you may no longer cancel the Contract.

  Upon receipt of your cancellation we shall deactivate the Digital License Key immediately.

  For the avoidance of doubt this does not affect your statutory rights in the event that the download is defective, for example if, the Download is corrupted. In this event please refer to paragraph 9 (Refund Policy) of these terms of sale. Further details of this statutory right and an explanation of how to exercise it, are provided in the Order Confirmation.

Placing an order

Placing an order with Microsoft Store is easy. There is no need to create an account first. You can choose to either automatically create one when you place your first order, or use our Express Checkout and manage each purchase separately.

Here are the steps you need to follow to place an order:

1. Find the items that you want
2. Add the items to your shopping cart
3. Proceed to the checkout
4. Sign In
5. Enter a billing and shipping address
6. Provide payment information
7. Choose a shipping method
8. Review and submit your order
9. Check your order status / Track your order

1. Find the items that you want

Firstly you will need to find the product that you want to purchase. This can be done using the top navigation bar, expandable left navigation bars, or the keyword search boxes that appear at the top of every page. When you find a product of interest you can click the name or image to see the products detail page. Here you will discover more about the features of the product, as well as the various purchase and shipping details.

Top

2. Add the items to your shopping cart

When you have decided you wish to purchase a product you need to add it to your shopping cart. Depending on the type of product you wish to purchase the following three options might be available:

• Download
  Download the product and start to use it straight away
• Download + Backup Disk
  Download the software and have a backup disk sent to you. The disk will include the software program but no license keys or packaging.
• Ship it
  Have the software sent to your home or business.
  Note: There will be a shipping charge associated with this type of order. How much depends on the option you choose.

Choose you option and click ‘Add to Cart’. Once you added your product to your Shopping Cart you will be able to review it and make any necessary changes (such as adding extra copies, or changing the shipping option). If you wish to continue to shop for additional products click the ‘Continue Shopping’ link or choose ‘Back’ on your browser. You can access the contents of your shopping cart at any time by clicking the ‘Cart’ link that appears at the top of every page.

Top

3. Proceed to the checkout

When you have completed adding all the products to your shopping cart you’re ready to proceed to the checkout. Simply click on the ‘Cart’ link at the top of the page and take a moment to review all of the items you have placed in your shopping cart. If you decide that you do not want to purchase a particular item anymore you can remove it using the ‘Remove’ link that appears under the image of the item. When you are happy with all your items click ‘Checkout Now’ and you will be taken to the sign in section.

Top

4. Sign In

The first time you make a purchase you will be presented with three options:

• Have an account?
  If you have a MSN, Hotmail, Messenger, Xbox LIVE, Office Live or other Windows Live ID account then you can sign into Microsoft Store using that. If you are a returning Microsoft Store customer you can use the Windows Live ID you used to sign in last time, or that you created with us to start your account.
• Want an account?
  If you don’t have a Windows Live ID then you can create one in a few easy steps by choosing the ‘Create an account’ option. Once you have created your account you will be able to continue with your purchase.
• Continue as a guest
  If you don’t have and don’t want a Windows Live ID then you can continue as a guest using our Express Checkout option. No account is needed, but you won’t be able to save your preferences or billing and payment information for later use. Just click ‘Continue as a guest’ to continue with your purchase.

Top

5. Enter a billing and shipping address

Enter the address that your credit or debit card is registered to, a contact telephone number, and the email address you want confirmation sent to. If you would like your invoice emailed to you check the box under this section. If the sipping address is the same as the billing address, make sure the box marked ‘Same as billing’ is checked. If you would like to specify a different shipping address uncheck the box and enter in the new information. When you have finished, click ‘Next’.

Top

6. Provide payment information

Next, let us know how you would like to pay for your order. We accept American Express, Maestro, Mastercard, PayPal, Visa and Wire Transfer.

Note: We do not accept cheques, postal orders, wire transfers, or cash in any currency.

Top

7. Choose a shipping method

For all orders that need delivery you will need to use a shipping method. Microsoft Store uses UPS for all orders and you have the choice between UPS Standard (2 business days within the UK,) and UPS Express (1 business day within the UK). The associated shipping charge will be added to you shopping cart.

Note: Shipping charges do not apply to downloadable software.

Top

8. Review and submit your order

Next review all the information you have provided and make any necessary adjustments. When you are ready click the “Complete Purchase” button to submit your order. Once you have successfully placed your order you will see the message “Your Order Is Complete”. Later you will be sent an order confirmation e-mail. You also have the choice to print this order page for your records.

Note: For downloadable software the license key and “Download” button should appear on this page. If this doesn’t happen then don’t worry, your order is just taking a little longer to process. When you receive your confirmation email you will be able to go back in to your order and download your purchase.

Top

9. Check your order status / Track your order

You can check your order status in two ways:

1. Log into your Microsoft Store Account using your Windows Live ID

   

2. Choose “Purchase History” at the top of the page for a list of all your orders
3. At the top of the left hand column you will see “Order Status”

   

1. Open the confirmation email you received when you made your purchase
2. Click the link called https://emea.microsoftstore.com/UK/en-GB/Order-Lookup which will take you to the ‘Order Lookup’ page

   

3. Enter your order number, email address, and security code displayed in the email

   

4. On the Order Look-up Page you will see “Order Status”

   

For more information on tracking your order see the Tracking your order section

Express Checkout

If you want to place an order and you don’t have, or don’t want to have, a Windows Live ID then you can do so using our Express Checkout. All you will need to do this is an email address.

When you are ready to complete your order simply choose the ‘Continue as a guest’ option and complete the necessary fields.

After completing your order all the important information you need will be sent to the email address specified by you when checking out. Please keep this confirmation email safe.

If you have ordered software to download then your order confirmation email will contain a link that will take you to the Order Lookup page. Here you will need to enter your Order Number, Email Address used when completing the order and the security code displayed in the email. When all details have been entered successfully you will be taken to your order and you can download your software. You will also find your license key for the activation of your software.

Pre-Orders

You can pre-order some items that are not yet available for immediate delivery. Pre-Orders can be reviewed, updated, or cancelled at any time before pre-order items are released. Please Contact Us to review or cancel a pre-order, or to update the following:

• The credit card associated with the pre-order
• The item quantities
• The shipping method for physical products

A credit card is required for pre-order, but your card will not be charged until your order is shipped or the product is made available for download.

If you wish to return an item that was pre-ordered, the seven working days return period begins:

• When downloadable products are delivered electronically to your account
• When physical products are shipped

Tracking your order

If you recently placed an order with us and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you. Here’s how:

If you used your Microsoft Store account:

1. Log into your Microsoft Store Account using your Windows Live ID
2. Choose “Purchase History” at the top of the page for a list of all your orders
3. Any orders not yet delivered will contain a link to “Track Package”. Clicking this will take you to the Microsoft WISMO (Where Is My Order?) site where you will be able to track the status of your order.

If you used the Microsoft Store Express Checkout:

1. Open the confirmation email you received when you made your purchase
2. Click the link called https://emea.microsoftstore.com/uk/en-GB/Order-Lookup which will take you to the ‘Order Lookup’ page
3. Enter your order number, email address, and security code displayed in the email
4. On the Order Look-up Page choose “Track Package”. Clicking this will take you to the Microsoft WISMO (Where Is My Order?) site where you will be able to track your package.

Note: You will only be able to track the status of any orders that are physically delivered. This does not apply to downloadable software. If you can’t find the order in your account please check whether you have ordered using a different Microsoft Store account or that the Express Checkout information relates to that order.

Cancelling your order

For physical/non-downloadable items, you may be able to cancel an order after you have clicked “Complete Purchase” depending on whether the order has shipped.

To cancel your order contact Microsoft Store Customer Services:

By email:

Send an email to MSStore.UK@msdirectservices.com. Please include your name, email address used during the order and the order number itself so we can help you quicker.

Returning your order

To return a product, contact Microsoft store Customer Services:

By email:

Send an email to MSStore.UK@msdirectservices.com. Please include your name, email address used during the order and the order number itself so we can help you quicker.

Refunds

All products must be returned within seven working days of receiving the product, in accordance with our terms and conditions. (Note: If your product has been damaged during transportation the Microsoft Store Customer Service team must be notified about the damage within 14 working of receiving the product.)

For downloadable software:

For downloads, the amount will be credited to your account within 5 to 7 working days after you have sent us a completed “Electronic Letter of Destruction”.

For physical hardware and software:

For physical products, the amount is credited depending on whether the terms and conditions of returning a product have been fulfilled. Your purchase amount will be refunded as soon as the product reaches our warehouse and is registered. The credit will reach your account within 5 – 7 working days.