Returning a product (consumer only)
Details:
Most Symantec consumer products are eligible for return within 60 days of the purchase date.
Shipping, handling and any applicable tax paid will be refunded on eligible returns.
Exceptions to returning a product include:
- Not For Resale (NFR) software is not returnable and is not included in our 60-day guarantee.
- Symantec Backup CDs are not refundable and are not included in our 60-day guarantee.
- Consumer multi-packs, Enterprise multi-user packs, and volume licensed Enterprise products purchased with Maintenance (that is, Upgrade Insurance and Technical Support) are not refundable and are not included in our 60-day guarantee.
- The pcAnywhere 30-day edition is not refundable and is not included in our 60-day guarantee.
- Appliances, see below.
- Symantec Education Kits are not refundable.
To return a product and request a refund for either a downloaded or packaged product that is eligible for refund
- Request a Letter of Destruction (LOD) from the Symantec Store.
- Submit your online completed LOD form within the return period.
- Upon receiving your LOD, our Returns Department will validate the return according to our policy. All returns must be within the return period for that product.
- After we receive the LOD, we will begin processing a credit within 5 to 7 business days. Due to billing cycles, your refund may not appear on the same credit card statement as the original charge.
Notes:
- The Symantec Store uses the timestamp and date of the returned LOD to determine compliance.
- Do not send opened or used product back to Symantec Store. Doing so may cause your refund to be delayed up to eight weeks.
To request a refund through an electronic LOD form for products that are eligible for a refund, use our online
Refund Request Form.
Notes:
- If you placed an order for downloadable product, and your order was placed within the last 12 hours, you can cancel your order before purchase charges are applied to your credit card. If your order for downloadable product was placed within the last 12 hours, submit an Order Cancellation Request to cancel your order.
- For physical orders, please use our online Refund Request Form to request a refund or cancellation.
Symantec Store appliance replacement policy
- All sales are final; no returns are allowed.
- Replacement is only allowed for failed hardware.
- Replacement of failed hardware is provided for units covered under warranty.
- The standard hardware warranty is for one year from date of purchase.
- Gold Support adds up to one additional year and quick-replacement shipment.
Steps for a Standard Hardware Warranty replacement
- Access the Symantec Service & Support Web site to find the Warranty Support telephone number to call.
- A Technical Support agent will provide telephone support to determine if the hardware has failed.
- Upon confirmation of hardware failure, the agent will issue a Return Authorization number and mailing address.
- Ship the unit at your own expense.
- Symantec will send a new or refurbished unit after the return is confirmed.
Symantec Volume License return policy
Symantec carries a no-refund policy on Licenses
purchased through Symantec’s volume licensing programs.
License returns will be honored within 30 days of the purchase date for the following reasons only:
- Error made on purchase order (for example, incorrect quantity ordered, incorrect part numbers, wrong platform ordered, and so on)
- Error made in order processing (for example, wrong products shipped, wrong quantity shipped, incorrect license certificate, and so on)
Symantec requires the return of the entire purchase order.
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Document ID: 2002062108364556
Last Modified: 09/07/2007
Date Created: 06/21/2002
Product(s): Order Assistance
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