1. Home
2. Support
3. Customer Service

Return an Adobe Product

What's covered

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

This document provides information on how to return an Adobe branded or Macromedia branded product purchased in Europe, the Middle East, or Africa .

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 products, regardless of where they were purchased:

• 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.

Exchange a product purchased directly from Adobe

For instructions on how to exchange a product, contact the relevant Customer Service team.

Return a boxed product for a refund

To return a product purchased directly from Adobe:

1. Contact Customer Service and provide 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.
2. Customer Service will provide you with a Return Merchandise Authorization (RMA) number and the relevant return address so that you may return the product.

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.

Note: - Send the product and all packaging and enclosed materials to the address which is supplied by Customer Services.

• Ship the package using a carrier that has a reliable tracking system. (Adobe isn't responsible for products lost during shipment.)
• To ensure that your refund isn't delayed, make sure that your RMA number, name, and address appear on the returned package.

Return an Electronic Software Download (ESD) product for a refund

To return a product purchased directly from Adobe:

1. Contact Customer Service. Customer Service will request the following information:
   • Your name.
   • The order number.
   • The product you're returning.
   • The serial number, if applicable.
   • The reason for the return.
   • The purchase price before taxes.
2. For a product that was downloaded from the Adobe website, don't return the product to Adobe. Instead, print and complete a Letter of Software Destruction, attached here as a PDF file and return it to the address or fax number listed on the letter.

Note: To ensure that your refund isn't delayed, Adobe must receive your completed and signed Letter of Software Destruction within 48 hours after you have received instructions from Customer Service. Also, make sure that your case number appears on the Letter of Software Destruction and that all of the information that you provide to Customer Service is complete and current.

Return a product purchased from a retail store

To return an Adobe branded or Macromedia branded product or support contract that you purchased from a retail store, you must contact the relevant retail store.

Exchange an Adobe product purchased from a retail store

For instructions on how to exchange a product, contact the relevant retail store.

Note: To ensure that your refund isn't delayed, make sure that all of the information that you provide to Customer Service is complete and current.