Norton Return & Cancellation Policies

What is the Norton Cancellation & 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 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 your Norton offering 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 note that your cancellation and 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 cancellation and refund.

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. However, you may be eligible for a refund in accordance with our money-back guarantee(s) below.

    • Except 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 to your Norton Account 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) below.

    • 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.

60-Day Money-Back Guarantee

    • Purchase of a Norton subscription with a one-year or more, or a perpetual license, is eligible for a refund within 60-days of the date of purchase.

    • Each annual renewal of a Norton subscription with a one-year term or more, is eligible for a refund of the annual renewal fee within 60-days of being charged (i.e. of your renewal billing date). The refund is limited to the fees paid for the then-current subscription term.

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

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

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

Norton Monthly Subscription

    • Unless otherwise excluded in this policy, you are eligible for a refund for most subscriptions that renew month to month if your request is made within 14 days of when you purchased the first month of your subscription. Your refund is limited to the first month's subscription fee only and no refund will be given on subsequent renewal months.

    • For monthly subscription to Norton Ultimate Help Desk only, you are eligible for a refund if such request is made within the first 14 days of your purchase of either the first month's subscription or any renewal month provided that no services have been redeemed for that requested month. In the case of monthly recurring charges, your refund is limited to the amount paid for the last monthly subscription charge.

    • 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 through.

Norton Core

    • 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 and refund, or contact Norton Support.

    • If Norton Core is defective or does not work and this occurs within 1 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 the Limited Warranty Section of you Norton License Agreement for possible remediation.

    • If your subscription to Norton Core Security has automatically renewed and you contact us within 60 days of being charged (i.e of your renewal billing 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 through.

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 purchased a Norton bundle (a qualifying Norton subscriptions 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 you 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 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 you 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.

    Norton Virus Protection Promise and its refund claims only cover devices, specifically PCs, Macs, Android and/or iOS, 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 for any discounts or refunds received and less any shipping handling and applicable taxes, except in certain stats and countries where shipping, handling and taxes are refundable. The refund does not apply to any damages incurred as a result of viruses.

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

Exceptions to the Norton Return & Cancellation Policies

    • The following purchases are not eligible to the money-back guarantee under the Norton Cancellation & Return Policy:

      • Not For Resale (NFR) software

      • Certain Norton offerings bundled with non-Norton offerings

      • 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.

    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.

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: 05/15/2017