Returns & Refunds Policy

Before Returning a Product

If you are having issues with Cosneta software, there may be other options before you return it:

  • Find help and support on our website.
  • Contact Cosneta customer support by e-mailing:

When you contact us, please tell us the nature of the problem and when the problem happened.


Buy in confidence. Under the following circumstance, you have 14 days from the date of download (this includes rental, licenced or subscription services) to request a full refund, for any reason. We want you to be happy with our products and this returns and refund policy is provided in addition to any legal guarantees or any other statutory rights that you may have under law.

  • If you did not make use of a Free software trial to try the software before buying, and have bought and downloaded the software directly from Cosneta’s on-line store.
  • If you have taken a trial first and have not activated the software key or copied or tampered with the downloaded software.
  • If you have purchased Cosneta software directly from Cosneta at a trade fair, exhibition or physically purchased software directly from a Cosneta ltd employee or contracted representative (including temporary staff or staff hired from an agency to represent Cosneta) and have not activated the software.
  • The software is faulty and cannot be installed or is incapable of being used as a result of problems that are a direct consequence of bugs in the Cosneta software.
  • The downloaded software is incompatible with your operating system. If that is the case please contact us ( as we may be able to change your software for one that is compatible with your operating system. Please check our system requirements for more details.

Important things to remember

  • Only software bought directly from Cosneta Ltd or from the Cosneta online ecommerce store, can be refunded. Cosneta software bought through other retailers or distributors must be returned to them in accordance with their own returns and refunds policy.
  • Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
  • To be eligible for a refund, the software must be in the same condition that you received it. It must also be in the original packaging, where that was provided.
  • Where possible, Cosneta Ltd will first of all try to rectify any problems with the software. This will not affect the 14 day refund period if Cosneta is unable to solve the problems.
  • If the applicable law for your country grants a longer withdrawal period, that period will apply. We may extend the right of withdrawal period during holiday or other periods. If a longer period is advertised on our website, the advertised period will apply.

There are circumstances where software downloaded cannot be refunded:

  • When you or your company has made use of a free trial of the software, then subsequently activated the software. Usually the activation is through a software activation key. However there may be occasions where an activation key is not required to activate the software in which case use of the software is deemed to be activation.
  • The software has been used, copied or tampered with.
  • The refund request is for a software upgrade, update or bug fixes.
  • Cosneta are not responsible for third party Wi-Fi, IT infrastructure (including servers and other hardware), computers and other devices or software that Cosneta software may be used with. Where lack of performance from these elements (e.g. slow running Wi-Fi) or where data networks or service are affected by data traffic, speed or contention with other data traffic, which may affect the running of Cosneta software, then we will unfortunately be unable to offer a refund.
  • Where proof of purchase cannot be provided.

Conditions for Refund

If you exercise your right of refund, we will reimburse all payments received from you, excluding any original costs associated with delivery. Delivery costs are non-refundable. We will however refund the delivery costs for return (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery, unless otherwise agree by us)

Payments of refunds will be made no later than 14 calendar days from the day on which Cosneta agree to refund you. We will make every attempt to refund you in the same method of payment that you used for the initial transaction, or agree a method of repayment that is suitable to both parties. You will not incur any fees as a result of such reimbursement.

Any physical goods, documentation, DVD’s (or other media), instruction manuals, and other material, must be sent back without undue delay, in the original packaging and not later than 14 calendar days from the day Cosneta agrees to refund you. The deadline is met if you send back the goods before the period of 14 calendar days has expired. Cosneta will examine the items when received and, if they meet our return criteria, we will issue a credit to the same method of payment you used to purchase the item and notify you by email.

Cosneta reserves the right to withhold reimbursement until we have received the products and accompanying materials back or you have supplied evidence of having sent back the products, whichever is the earliest. We will bear the costs of return, as long as the cost of return is agree with us. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Return Criteria

We will accept returns of items that meet our return criteria and as where the following requirements apply.

All products must be returned with reasonable care having been taken (such as must not show wear or damage, and must be in a condition that permits us to resell them). All returns must be accompanied by the original documentation, instruction manuals, registration, parts and components (including cables, controllers, and accessories) and the original manufacturer packaging. If you are returning software, you must also include all media and product keys. Subject to applicable law, failure to include such items may prevent or delay your refund or result in additional fees. Cosneta reserves the right to deny any return if it fails to meet the return criteria and conditions.

Cosneta Ltd will not accept the following software for return: (i) software or accompanying

material that have been personalised or customised in any way: (ii) third party software not provided by Cosneta in conjunction with the software for refund, (iii) items or software that have been used, altered, tampered or damage, (iv) performed services,

Additional Conditions:

Downloadable products and subscriptions. For eligible downloadable products and subscriptions, we may require you to sign an electronic letter of destruction as a condition of your return to confirm that you have uninstalled and have not made any copies of the product. The product key of these products will be blocked and you will not be able to install or use the software in the future.

Services. To qualify for return, any service must not have been delivered, performed or consumed by you.

Personal data. Cosneta is not responsible for any personal data included on returned items. Please ensure that your personal data is removed from all items prior to return.

Exchanges (if applicable)

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 or write to us at Cosneta Ltd, Garscadden Enterprise Centre, Suite 10, Garscadden House, 3 Dalsetter Crescent, Glasgow, G15 8TG, United Kingdom.

Refund & Return Process

  1. A request for return or refund can be started from the ‘contact us’ page of this website or by emailing or by writing to Cosneta Ltd, Garscadden Enterprise Centre, Suite 10, Garscadden House, 3 Dalsetter Crescent, Glasgow, G15 8TG, United Kingdom.
  2. Once your return or refund request is received by Cosneta, we will send you an email or contact you to acknowledge receipt of your request.
  3. Cosneta will investigate your request and respond to you within 14 days or receipt of your request and either notify you of the approval or rejection of your refund or inform you about what will happen next.
  4. If Cosneta agree to refund, then you will have to return all documents and accompanying materials, etc.. no later than 14 days from notification of the refund.
  5. A Refund payment be made when returns have been received and all appropriate criteria have been met.