What's covered

• TRY THIS FIRST
• I want to return an order purchased directly from Adobe
•  Return details: Read before initiating your return
• I want to change my order
• I want to cancel my order
• I'd like to cancel my online subscription
• More solutions
• I want to check the status of my return order
• Products not eligible for return
• Products purchased from resellers
• Step-by-step: Return a product purchased from a reseller 
• Return a TLP order  
•  Get a receipt for your purchase
•  View subscription terms

  
If you are in Europe, the Middle East, Africa, or Asia Pacific regions, see Return, cancel, or change an Adobe order | Europe, the Middle East, Africa, Asia Pacific.

TRY THIS FIRST

I want to return an order purchased directly from Adobe

Adobe accepts returns within 30 days of receipt. It usually takes 2-3 days after you have placed an order for it to be eligible for return. Before you return a product, you must:

• Register the product serial number
• Deactivate and uninstall the product

Return by phone or chat: Contact Adobe Customer Service

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 Return details: Read before initiating your return

• Make your return request within 30 days of receiving the product.
• If the product has been installed and activated, it's necessary to deactivate it and uninstall it before proceeding with the return. Adobe does not process a refund unless all copies of the software have been deactivated.
• Adobe releases credit and PayPal refunds within five business days from the time of your request. Refunds for other forms of payment are released with 7-10 business days.
• Adobe provides the refund in the same manner in which you paid for the product.
  • Credit card refunds are credited against the card used for the purchase.
  • Purchase order refunds issue a credit against the account balance.
  • PayPal refunds are credited to your PayPal account
  • If you purchased from a reseller, you will receive a refund by check. Check refunds can take an additional 7-10 business days due to mailing time (longer for Canada and Mexico). Refunds from resellers are only offered in North America.
• Original shipping and handling charges are not refunded.
• You can request a refund for a book or training manual purchased from Adobe. Contact Adobe Customer Service by phone. You do not need to physically return the items.

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I want to change my order

You cannot change an order once it has been processed. You can, however, return a product, swap platforms or languages, or change the shipping address for an order:

• If you want to make exchanges once an order has been processed, return the product. See I want to return an order purchased directly from Adobe.
• If you want to change your order to a different platform or language, you can make the swap after you have received the product. See Order an Adobe product platform swap or language swap.
• If you want to change the shipping address for an order that has already shipped, contact FedEx at 1-800-463-3339. Provide FedEx with the tracking number and the name and address to which the order was shipped.

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I want to cancel my order

Adobe cannot cancel product orders, which are processed immediately. See I want to return an order purchased directly from Adobe.

Note: There is one exception. If you placed a preorder and the product has not yet shipped, you can cancel that order before ship by calling Adobe Customer Service.

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I'd like to cancel my online subscription

• To cancel a free subscription to CS Live, Acrobat.com, or Photoshop.com, contact Adobe.
• To cancel a paid subscription to Acrobat.com or Photoshop.com, Sign In to your account and then click the subscription you want to cancel. Under Subscription Info, turn the Auto-renewal setting to Off. You can continue to use the online service until the end of the billing cycle.
• Subscriptions to Adobe Carousel are paid through Apple's iTunes App Store. If you have questions about your subscription, contact Apple.  

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More solutions

I want to check the status of my return order

You can use your Return Merchandise Authorization (RMA) number to track your refund order online. Go to www.adobe.com/go/orderstatus.

Adobe keeps you posted on your return status via email. You will hear from Adobe at the following intervals, which are also reflected on your order status page:

• My refund is processing
• My return funds have been released
• Case closure notification 

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Products not eligible for return

• Products obtained through an employee purchase program
• Not-for-resale (NFR), pirated, OEM bundled, trial, or free-of-charge products
• Online Service Subscriptions. Online subscriptions are not returnable since service is intangible and access to service is immediate. While some of Adobe’s online subscriptions allow for cancelation and refunds, see your respective service's refund and cancelation policy for additional details.
• Products purchased from individuals, unauthorized online resellers, or online auction sites (such as eBay or Amazon Marketplace). To determine if you purchased from an authorized online reseller, see Find an Adobe reseller.
• Products downloaded from an online reseller other than Adobe Store, Amazon, Best Buy, or Journey Ed.
• Products, or versions of products, that Adobe no longer distributes or supports
• Trial DVD sets and DVD training materials

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Products purchased from resellers

You can return a product purchased from a reseller to Adobe. Submit your return request via the Customer Support Portal. See Step-by-step: Return a product purchased from a reseller. Adobe processes such returns under the following circumstances:

• You contact Adobe to request the return within 30 days of the date on the receipt.
• You purchased the product from an authorized reseller in North America.
• The proof of purchase includes:
  • Reseller name and address
  • Product and version purchased
  • Purchase date
  • Purchase price
  • Method of payment (such as VISA, American Express, or MasterCard)
  • The name of the person on the proof of purchase must match the name of the person submitting the return request.
    
    If the proof of purchase you received doesn't include this information, contact the reseller for a replacement proof of purchase. 

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Step-by-step: Return a product purchased from a reseller 

1. Uninstall and deactivate all copies of the software. Adobe does not process your return unless all copies of the software are deactivated.
2. Go to the Customer Support portal and sign in with your account details. The Online form is displayed.
3. Complete all the required fields, including attaching the required receipt (proof of purchase). In the Additional Information field, enter the name and address of the person who should receive the check from Adobe.
4. Click Review Case & Submit.

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Return a TLP order  

You can receive a refund for an entire Transactional Licensing Program (TLP) order placed directly with Adobe. To receive the refund, contact Adobe to request the return within 30 days of receiving the product. Adobe must refund the entire order amount and cannot refund any partial amount of the order.

Be ready with the following items when you call Adobe:

• Order number
• Your name
• Your email address
• Your phone number
• Reason for the return

To return the entire TLP order you placed directly with Adobe, call 800-833-6687 and follow the prompt for Volume License. 

 Get a receipt for your purchase

Adobe automatically sends an email receipt for your purchase. The receipt is sent to the email address associated with your account. If you didn't receive an email receipt, check your email spam or junk folder. You can also find your receipt online:

1. Go to the Adobe Store for your country.
2. Sign in to your account, and click Order History.
3. Click the appropriate order number, and then click the receipt button.

 View subscription terms

To view desktop subscription terms for Adobe products, go to Subscription Terms.

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