Norton Return & Cancellation Policies

What is the Norton Return Policy?

    • If you are not satisfied with your Norton purchase, please let us know! Our return policy may include a refund - but some restrictions apply, so please review the terms below. Our policy is also independent of any legal rights that you may already have.

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

    • Please note that your refund eligibility may differ when purchased from or billed through a third party (e.g., service provider, reseller, retailer, vendor, etc.).

    • If you return your Norton purchase and/or receive a refund, you agree to uninstall and delete all copies of the software from your device(s). Also, the license may, in our sole discretion, be disabled to prevent further use.

    Please don't hesitate to contact Norton Support for assistance. It is the fastest way to request a refund.

60-Day Money-Back Guarantee

    • This 60-day money back guarantee applies if you have purchased a Norton subscription with a one-year term or more or a perpetual license - then you are eligible for a refund within 60-days of your date of purchase.

    • If your qualifying Norton subscription has automatically renewed and you contact us within 60 days of the renewal date, you are eligible for a refund of the annual renewal fee. The refund is limited to the then-current subscription term.

    • Please note that your refund eligibility may differ when purchased from or billed through a third party (e.g., service provider, reseller, retailer, vendor, etc.).

    Please don't hesitate to contact Norton Support for assistance. It is the fastest way to request a refund.

Exceptions to the Norton Return & Cancellation Policies

    • The following purchases are not applicable to the policies noted above:

      • Not For Resale (NFR) software

      • Certain Norton offerings bundled with non-Norton offerings

      • Certain Norton hardware products such as Norton Core (see Norton Core Return Policies below).

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

      • Repeat purchases of the same Norton offering that were previously refunded

      • Norton Services already redeemed or where setup has been performed

      • Purchases completed on the Apple® App Store

    • This Norton Return Policy does not apply to Symantec Small Business and Enterprise products such as pcAnywhere.

    If you are a qualified tax exempt individual or entity and have been charged tax, you may be eligible for a refund of taxes applied. Please refer to the Symantec Business Store Return Policy, relevant license certificate, sales agreement, or Symantec Business Support for return policy information.

Norton Monthly Subscription Policies

    • If you have purchased either a monthly subscription or a subscription term of less than one month that does not have a distinct policy noted below, your subscription is only refundable within 14-days following your purchase/renewal date.

    • If you have a monthly subscription to either Identity Protection Elite or Wifi Privacy, you are not eligible for a refund.

    • If you have a monthly subscription to Norton Ultimate Help Desk, you are eligible for a refund provided that you have not redeemed any services during the monthly term and that your request is made within 14-days of the last monthly subscription purchase date. Refunds will be limited to the amount paid for the last monthly subscription charge.

    • Purchase of Norton Virus Removal Assurance with a subscription term of one year or more is eligible for a refund within 60-days of the purchase date. However, if Norton Virus Removal Assurance is bundled with another Norton offering at the time of purchase, then the return policy for Norton Virus Removal Assurance will be the same as the return policy of the accompanying bundled Norton offering.

    • Purchase of other Norton services (also known as "Norton Premium Services") from the Norton Online Store or directly from Norton Services experts are eligible for a refund within 30-days of the purchase date, except where services have been redeemed.

    • Please note that your refund eligibility may differ when purchased from or billed through a third party (e.g., service provider, reseller, retailer, vendor, etc.).

Norton Virus Protection Promise

    • Virus Protection Promise includes a virus removal service provided by a Norton expert and may come with the following qualifying Norton subscriptions: Norton Security (Standard, Deluxe, Premium), Norton Core Security Plus, Norton Small Business, Norton Internet Security, Norton AntiVirus, Norton 360 and Norton 360 Multi-Device. In the unlikely event that we are unable to remove the virus from Your PC, Mac, Android and/or iOS device, You may be entitled to a refund of the Norton subscription. In order to be entitled for a refund, the following terms and conditions apply:

      • Except if you are a Norton Small Business subscriber, you must purchase, renew, or upgrade your qualifying Norton subscription directly from Norton.com, or subscribe to the Norton Automatic Renewal Service with your qualifying Norton subscription;

      • Your refund will be based on the actual price paid for the current term of Your qualifying Norton subscription. If You purchase a Norton bundle (a qualifying Norton subscription purchased with another Norton offering), Your refund will be limited to the Manufacturer's Suggested Retail Price (MSRP) of Your qualifying Norton subscription for the current term, not to exceed the total bundled price paid. Or, if Your bundled purchase contains a qualifying Norton subscription with a non-Norton product, Your refund will be limited to the Manufacturer's Suggested Retail Price (MSRP) of only Your Norton qualifying subscription for the current term, not to exceed the total bundled price paid. If Virus Protection Promise was included as part of Your one year, complimentary subscription to Norton Core Security Plus when purchasing Norton Core, there is no refund. However, if You purchased an original qualifying Norton subscription and its current term is added to your complimentary Norton Core Security Plus subscription term as part of an upgrade offer, Your refund will be based on the actual price paid for the last term of Your original qualifying Norton subscription. All refunds 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;

      • Proof of purchase is required if you have purchased from a retailer;

      • Symantec is not responsible for, and the refund DOES NOT apply to any loss or 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, please visit www.norton.com/guarantee to access the Norton Virus Protection Promise Terms and Conditions in your region.

Norton Core Return Policies

    • If you purchased Norton Core, you are eligible for a refund if your request is made within 30-days of when you received your shipment. See the Money Back Guarantee Section of your Norton License Agreement for specific details on how to initiate your return or contact Norton Support.

    • If your Norton Core is defective or does not work and this occurs within one year from the later of the date of original shipment or original retail purchase by you from Symantec or its authorized resellers, then please refer to your Limited Warranty Terms for possible remediation.

    • If your subscription to Norton Core Security has automatically renewed and you contact us within 60 days of the renewal date, you are eligible for a refund of the annual renewal fee. The refund is limited to the price you paid for the then-current subscription term.

    • Please note that your refund eligibility may differ when purchased from or billed through a third party (e.g. service provider, reseller, retailer, vendor, etc.)

    Please don't hesitate to contact Norton Support for assistance. It is the fastest way to request a refund.

Norton Virus Protection Promise for Norton Core

  • A subscriber to Norton Core Security Plus is entitled to Virus Protection Promise.

    • If a Norton expert is unable to remove the virus from customer's PC, Mac, smartphone and/or tablet, then the refund will be based on the actual price paid for the current term of the Norton Core Security Plus subscription.

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

    • If a customer purchased a qualifying Norton 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 Norton subscription

    Virus Protection Promise and its refund claims only cover devices, specifically PCs, Macs, 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.

    Any refund will be net of any discounts or refunds received and less any shipping, handling and applicable taxes, except in certain states and countries where shipping, handling and taxes are refundable. The refund does not apply to any damages incurred as a result of viruses.

Norton Subscription Cancellation

    • You may unsubscribe from your Norton subscription at any time by signing in to your Norton account and turning OFF the automatic renewal setting, or by contacting Norton Support.

    • Keep in mind if you unsubscribe, your subscription will not automatically renew. However, your Norton protection will continue for the remaining days in your existing (already paid for) subscription term. You may be eligible for a refund in accordance with our money-back guarantee(s) above.

    • Except if in Japan, if you purchased your subscription through our retail channel and acquired Virus Protection Promise through turning ON the automatic renewal setting for that subscription, you will lose the benefit of Virus Protection Promise upon cancellation of your subscription.

Norton Subscription Cancellation for Netherlands only

    • You may unsubscribe from your Norton subscription at any time by signing in at manage.norton.com and turning OFF the automatic renewal setting, or by contacting Norton Support.

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

    • If you unsubscribe before the first term expires, your subscription will not automatically renew. However, your Norton protection will continue for the remaining days in your existing (already paid for) subscription term. You may be eligible for a refund in accordance with our money-back guarantee(s) above.

    • If you purchased your subscription through our retail channel and acquired Virus Protection Promise through turning ON the automatic renewal setting for that subscription, you will lose the benefit of Virus Protection Promise upon cancellation of your subscription.

    • For assistance and further details, please contact Norton Support.

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_EndUserProfile_en_us
Operating System: Android, Mac OS X, Windows
Last modified: 01/02/2017