Service Note

What's covered

• Return a product purchased directly from Adobe
• Return an Adobe product purchased from a retail store

This document provides information on how to return an Adobe product purchased in the U.S. and Canada. For information on how to return a product purchased in Europe, the Middle East, or Africa, go here.

Adobe's return policy and process varies depending on whether you purchased the product directly from Adobe or through a retail store.

Adobe doesn't accept returns for the following types of products:

• Products obtained through a volume license or an employee purchase program.
• Not-for-resale (NFR), pirated, OEM bundled, tryout, or free-of-charge products or versions.
• Online Service Subscriptions.
• Products purchased from an online auction site, or from an individual.
• Products, or versions of products, that Adobe no longer distributes or supports.

Return a product purchased directly from Adobe

Adobe will exchange or refund the purchase of a product or support contract that you purchased directly from Adobe if you contact Adobe to request the return within 30 days of receiving the product.

Note: All products returned to Adobe's warehouse, with or without a valid RMA number, are destroyed and cannot be returned to the customer. Failure to contact Adobe Customer Service prior to returning your product to our warehouse will result in the destruction of your product without refund or exchange.

Return a product for a refund

To return a product purchased directly from Adobe:

1. Contact Adobe Customer Service with the following information:

• The order number
• Your name
• The product you're returning
• The serial number, if applicable
• The reason for the return
• The purchase price before tax

To initiate a return of a product purchased on the Adobe Store, see Adobe Store returns and cancellations.

2. Do one of the following:

• If the purchase price of the product before tax is less than US$800 don't return the product to Adobe. Instead, do the following steps:
  --Sign into the Customer Support Portal at www.adobe.com/go/supportportal
  --Under the Get Support heading, click the Orders & Downloads
  --Choose Return/Exchange/Refund from the Choose Issue Type menu
  --Click the Continue button
  --Fill in all the required fields on the Open A Customer Service Case page 
  --Click the checkbox to agree to the statement at the bottom of the form that begins "By submitting this web case. . ."
  --Click the Review Case & Submit button
   
• If the purchase price of the product before tax is greater than US$800, Customer Service will provide you with a Return Merchandise Authorization (RMA) number so that you may return the product to Adobe.

Note: You have 30 days from the date that Adobe issues the RMA to return the product to the Adobe warehouse. RMAs remaining in Adobe's system past the 30-day limit are cancelled.

To ensure the timely processing of your return, please do the following steps:

• Make sure that your RMA number, name, and address appear on the returned package
• Ship the package using a carrier that has a reliable tracking system. (Adobe is not responsible for products lost during shipment)
• Send the product and all packaging and enclosed materials to the following address:

Adobe Systems Inc
c/o JVC Disc America Co
Attn: RMA # xxxxxxx
2750 Barrett Lakes Blvd
Bldg #2
Kennesaw, GA 30144-4915

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Return an Adobe product purchased from a retail store

To return an Adobe product or support contract that you purchased from a retail store, you must first try to return the product to the store.

If the retail store won't accept the return, Adobe will refund the purchase of the product under the following circumstances:

• You contact Adobe to request the return within 30 days of the purchase
• You purchased the product from a store in North America
• The store refused to accept the return

Note: Adobe doesn't refund shipping charges for products purchased from a retail store.

Return a product for a refund

To return a product purchased from a retail store, please do the following steps:
1. Contact Adobe Customer Service with the following information:

• The order number
• Your name
• The product being returned
• The serial number, if applicable
• The reason for the return
• The name and location of the retail store
• The reason the store provided for refusing to accept the return
• A copy of the store receipt showing proof of purchase

2. The Customer Service representative will request that you do one of the following:

• If the purchase price of the product before tax is less than US$800 don't return the product to Adobe. Instead, do the following steps:
  --Sign into the Customer Support Portal at www.adobe.com/go/supportportal
  --Under the Get Support heading, click the Orders & Downloads
  --Choose Return/Exchange/Refund from the Choose Issue Type menu
  --Click the Continue button
  --Fill in all the required fields on the Open A Customer Service Case page
  --Click the checkbox to agree to the statement at the bottom of the form that begins "By submitting this web case. . ."
  --Click the Review Case & Submit button
   
• If the purchase price of the product before tax is greater than US$800, Customer Service will provide you with a Return Merchandise Authorization (RMA) number so that you may return the product to Adobe.

Note: You have 30 days from the date that Adobe issues the RMA to return the product to the Adobe warehouse. RMAs remaining in Adobe's system past the 30-day limit are cancelled.