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NortonLifeLock Cancellation and Refund Policy

What is the Cancellation and Refund Policy?

  • If you are not satisfied with your purchase, please let us know! Our policy may include a refund though some restrictions apply, so please review the terms below. Our policy is independent of any statutory rights that you may have under the law.

  • Shipping, handling, and any applicable tax are not refundable, except in certain states and countries where these items are refundable.

  • If you return or cancel a Norton offering, you agree to uninstall and delete all copies of the software from your device(s).

  • Please note that your cancellation, return and refund eligibility may differ if purchased from or billed through a third party (e.g. app store, service provider, reseller, retailer, vendor, etc.). Review your offer terms for more information.

Don't hesitate to contact us, it is the fastest way to request cancellation and refund. You may also submit a refund request via live chat (not available in all countries).

Cancelling your subscription

  • You may cancel your subscription by signing in to your account and visiting the My Subscriptions tab or you may contact us.

  • It should be done before your renewal billing date to allow us time for processing. If you're still renewed, please contact us for help with a refund.

  • After cancelling, the subscription will not automatically renew. However, your protection will continue for the remaining days in your existing (already paid for) term. You may also be eligible for a refund in accordance with our refund policy below.

  • Norton and/or LifeLock Subscription Bundles:

    • If you purchased a bundle (i.e. a package of more than one subscription), you may cancel one or the entire package of subscriptions that make a bundle at any time.

    • If you cancel one portion of the bundle only - your other existing subscription(s) may remain, and your applicable annual or monthly renewal price will be affected. Please review your existing subscription and renewal prices here or call us if the link is unavailable for your country.

    • If you cancel the entire package of subscriptions that make a bundle, your protection will continue for the remaining days in your existing (already paid for) term but will not automatically renew for the next term.

    • You may also be eligible for a refund in accordance with our refund policy below.

  • Except in Japan, if you purchased a fixed-term subscription through our retail channel and acquired Virus Protection Promise by activating the automatic renewal for that subscription, you will lose the benefit of Virus Protection Promise upon cancellation within your first year of subscription.

Cancelling your subscription - Netherlands only

  • You may cancel your subscription by signing in to your account and visiting the My Subscription tab, or you may contact us.

  • It should be done before your renewal billing date to allow us time for processing. If you're still renewed, please contact us for help with a refund.

  • If you cancel after the first term, the subscription will be terminated with a right to a pro-rated refund subject to one (1) month prior notice.

  • If you cancel before the first term expires, the subscription will not automatically renew. However, your protection will continue for the remaining days in your existing (already paid for) term. You may be eligible for a refund in accordance with our refund policy below.

  • Norton subscription bundles:

    • If you purchased a Norton subscription bundle (i.e. a package of more than one subscription), you may cancel one or the entire package of subscriptions that make a bundle at any time.

    • If you cancel one portion of the bundle only - your other existing subscription(s) may remain and your applicable annual or monthly renewal price will be affected. Please review your existing subscription and renewal prices here or call us if the link is unavailable for your country.

    • If you cancel the entire package of Norton subscriptions that make a bundle after the first term, the bundle will be terminated with a right to a pro-rated refund subject to one (1) month prior notice. If you cancel the entire package of Norton subscriptions that make a bundle before the first term expires, your protection will continue for the remaining days in your existing (already paid for) term but will not automatically renew for the next term.

    • You may also be eligible for a refund in accordance with our refund policy below.

  • If you purchased a fixed-term subscription through our retail channel and acquired Virus Protection Promise by activating the automatic renewal for that subscription, you will lose the benefit of Virus Protection Promise upon cancellation within your first year of subscription.

For assistance and further details, please contact us.

Refunds: Annual and Monthly subscriptions

Annual subscriptions (one-year term or more, or a perpetual license):

  • Unless excluded, under our 60-day Money Back Guarantee the purchase of an annual subscription is eligible for a refund, if requested within 60-days of the date of purchase.

  • Each annual renewal is eligible for a refund (whether it is paid on a monthly or annual basis), if requested within 60-days of being charged. The refund is limited to the fees paid for the then-current term.

  • The purchase of a Norton Ultimate Help Desk 1 device annual subscription is eligible for a refund if requested within 60-days of the date of purchase, or in the case of an annual renewal, within 60-days of the renewal billing date, provided that in either case, services have not been redeemed during such period.

Monthly subscriptions (month to month renewals):

  • Unless excluded, the purchase of a monthly subscription is eligible for a refund if requested within 14-days of the date of purchase. If you cancel, the subscription will not automatically renew the next month, however your protection will continue for the remaining days in your existing (already paid for) term.

  • The purchase of a Norton Ultimate Help Desk 3 devices monthly subscription is eligible for a refund if requested within 14-days of the date of purchase, or in the case of monthly renewals, within 14-days of the renewal billing date, provided that in either case, services have not been redeemed during such period.

Please note that your return and refund eligibility may differ if purchased from or billed through a third party (e.g. app store, service, reseller, retailer, vendor, etc.). Review your offer terms for more information

Don't hesitate to contact us, it is the fastest way to request a refund. You may also submit a refund request via live chat (not available in all countries).

Norton Core WiFi Router

  • If your Norton Core is defective or does not work and this occurs within either 1) 1 year from the date of original shipment if you purchased via Norton.com, or 2) 1 year from your original retail purchase date if you purchased from an authorized reseller, then please refer to the Limited Hardware Warranty for possible remediation.

  • If your subscription to Norton Core Security Plus has automatically renewed and you contact us within 14 days of your first monthly subscription charge, then you are eligible for a refund limited to the first month's subscription charge only. There will be no refunds on subsequent renewal terms for a monthly subscription.

  • Please note that your refund eligibility may differ if purchased from or billed through a third party (e.g. app store, service provider, reseller, retailer, vendor, etc.). If you purchased Norton Core from a third party, any return should be made to the place of purchase under their refund policy.

Please don't hesitate to contact us, it is the fastest way to request a refund.

Norton Virus Protection Promise

  • Virus Protection Promise includes a virus removal service provided by a Norton expert and comes with a qualifying automatically renewing subscription. Qualifying subscriptions include:

    • the latest plans: Norton 360 and Norton 360 with LifeLock plans, as well as Norton AntiVirus Plus;

    • some other plans: Norton Security plans, Norton Core Security Plus, Norton Small Business, Norton Internet Security, Norton AntiVirus (original), Norton 360 (original) and Norton 360 Multi-Device (original).

  • If a Norton expert is unable to remove the virus from your device, you may be entitled to a refund. The following terms and conditions apply:

    • You must have a qualifying automatically renewing subscription;

    • Your refund will be based on the actual price paid for the current term of your qualifying subscription. If you have a bundle (a qualifying subscription from NortonLifeLock purchased with either another offering from NortonLifeLock, or a third party offering), your refund will be limited to the Manufacturer's Suggested Retail Price of only your qualifying subscription for the current term, not to exceed the total bundled price paid. Any refund will be net of any discounts or refunds received and less any shipping, handling and any applicable taxes, except in certain states and countries where shipping, handling and taxes are refundable;

    • Norton Core Security Plus:

      • If Virus Protection Promise was included as part of a one-year complimentary subscription to Norton Core Security Plus when purchasing Norton Core, there is no refund;

      • If you purchased a qualifying subscription and its current term is added to the complimentary Norton Core Security Plus subscription term as part of an upgrade offer, the refund will be based on the actual price paid for the last term of the original qualifying subscription.

    • Virus Protection Promise and its refund claims only cover PCs, Mac, Android and/or iOS devices, and do not extend to IoT (Internet of Things) devices, such as, for example, televisions, cameras, thermostats, refrigerators and baby monitors.

    • Proof of purchase may be required if the qualifying subscription is purchased from a third-party;

    • NortonLifeLock is not responsible for, and the refund DOES NOT apply to any damage(s) incurred as a result of viruses;

    • Applicable law or regulation(s) of the country in which the virus removal service will be performed may limit or alter the availability or scope of the Virus Protection Promise.

For full details and to access the Norton Virus Protection Promise Terms and Conditions for your country, please visit www.norton.com/guarantee.

Exceptions to the Cancellation and Refund Policy

  • The following purchases are not eligible for a refund under our policy:

    • Not For Resale (NFR) and complimentary software;

    • Certain Norton and/or LifeLock offerings bundled with other third-party offerings;

    • Certain purchases completed and fulfilled by a third party (e.g., app store, service provider, reseller, retailer, vendor, etc.);

    • Repeat purchases that were previously refunded;

    • Norton Services already redeemed or where setup has been performed;

Right of Withdrawal applicable to European Economic Area countries and Switzerland only

  • Within the European Economic Area and Switzerland, you may have a statutory right to withdraw from the contract for any or no reason within 14 calendar days of the day your order is confirmed. This is known as the "Withdrawal Period."

  • For more information, please visit How to exercise your Right of Withdrawal with Norton.

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DOCID: kb20100113164023EN
Operating System: Windows, Mac OS X, Android, iOS
Last modified: 06/23/2020