Service Note

  

What's covered
Return details
Request a return for a product download
Request a return for a boxed product or phone order
Request a return for TLP Direct orders
Order cancellations

Return details

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• The request for return must be made within 30 days of receiving the product.
• Returns must include a valid proof of purchase: An Adobe order number, or a sales receipt or shipping invoice that shows the purchase price.
• Items must be returned within 30 days of the return request and must include a Return Merchandise Authorization (RMA) number.
• Refunds are completed within three weeks of receiving the return. You are refunded in the same manner in which you paid for the product. Credit card refunds are credited against the card used. Purchase order refunds are issued a credit against the account balance. Indirect returns receive check refunds.
• Original shipping and handling charges are not refunded.
• Returned products are destroyed and cannot be returned to customers.

Products purchased from US resellers

To return a product that you purchased from a US reseller, first try to return the product to the reseller. If the reseller won't accept the return, Adobe will accept the return under the following circumstances:

• You contact Adobe to request the return within 30 days of the purchase.
• You purchased the product from an authorized reseller in North America.
• The reseller refused to accept the return.
• The proof of purchase includes the reseller name and address, product and version purchased, purchase date, and purchase price.
• The customer name on the receipt must match the name on the return. 

Products not eligible for return

• 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 individuals, unauthorized online resellers, or online auction sites (such as eBay or Amazon Marketplace)
• Products downloaded from an online reseller other than Adobe Store
• Products, or versions of products, that Adobe no longer distributes or supports

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 Request a return for a product download

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1. Sign into your account on the Adobe website or on the Adobe Store.
2. Click Your Purchases.
3. Click Order History.
4. Click the order number for the product to return.
5. On the Order Detail page, click Return An Item.
   Note: If the Return An Item link doesn't appear, or if you receive the message "There are no products to return," make sure that the order is processed and was placed within the last 30 days. If the problem persists after the order is processed, contact Adobe Customer Service for assistance. 
6. From the Request Return page, select the quantity and reason for return and click Verify Return again.
7. Verify your selection and click Submit Return. Within 48 hours, you will receive detailed instructions to complete the return. 
8. If the product was installed and activated, transfer the license by choosing Help/Transfer Your Software License, and then uninstall the product. The return cannot be processed until the license is transferred.

 

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 Request a return for a boxed product or a phone order 

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Step 1: Gather the required information.

Before you contact Adobe, please be ready with the following items: Order number A copy of the sales receipt showing proof of purchase and purchase date (for purchases from authorized resellers) The product being returned The serial number, if applicable Reason for the return The purchase price before tax

Step 2: Create a return request.

Adobe responds within 48 hours after you create your return request.

1. Sign into the Customer Support Portal at www.adobe.com/go/supportportal 
2. Under Get Support, click Orders & Returns.
3. From Choose Issue Type, select Return/Exchange/Refund.
4. Click Proceed To Online Form.
5. Fill in the required fields, and click Review Case & Submit.
6. Click Submit Case.
7. Upload the proof of purchase and attach it to the case.

Step 3: Obtain an RMA number.

If the purchase price before tax is greater than US$800, obtain a Return Merchandise Authorization (RMA) number from Adobe Customer Service. If the purchase price before tax is less than US$800, you don't need an RMA number.

Step 4: Transfer the license and uninstall the software.

If the software was installed and activated, transfer the license by choosing Help/Transfer Your Software License in the software, and then uninstall the software. The return cannot be processed until the license is transferred.

Step 5: Return the product to Adobe. (Required for RMAs)

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

• Include the RMA number, your name, and your address on the outside of 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 your return within 30 days of receiving the RMA number. Return authorizations older than 30 days are cancelled.
• Send the product and all packaging and enclosed materials to the appropriate address.
  For purchases made outside North America: See "Adobe addresses for orders and returns" (ServiceNote kb408653).

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 a TLP order for a refund

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Adobe will refund the entire Transactional Licensing Program (TLP) order that you placed directly with Adobe if you 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.

Before you contact Adobe, please be ready with the following items: Order number Your name Your e-mail address Your phone number Reason for the return

To return the entire TLP order you placed directly with Adobe, follow these steps:

1. Complete a Letter Of Destruction For Returns (North America). 
2. If you placed your order in North America, then sign into the Customer Support Portal at www.adobe.com/go/supportportal 
3. Under Get Support, click Orders & Returns.
4. From Choose Issue Type, select Return/Exchange/Refund.
5. Click Proceed To Online Form.
6. Fill in the required fields, and click Review Case & Submit.
7. Click Submit Case.
8. Upload the Letter Of Destruction For Returns and attach it to the case.

After Adobe receives your Letter of Destruction, the refund process takes seven to 10 days. However, it could take up to four to six weeks for your issuing bank to apply the credit to your account.

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 Order cancellations

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Adobe cannot cancel product orders, which are processed immediately for shipment. See the instructions for returning your product.