In this guide
Do you qualify?
- Norton states that the purchase of an annual subscription, meaning a term of one year or more, is eligible for a full refund if requested within 60 days of the date of purchase.
- Norton states that each subsequent annual charge is also eligible for a full refund if requested within 60 days of being charged. The renewal gets its own fresh window.
- Norton states that a monthly subscription is refundable within 14 days of the date of purchase, and that subsequent monthly charges are not eligible for a refund.
- Norton states that where a trial converts, the first annual charge after the trial ends, and each subsequent annual charge, are refundable within 60 days of being charged.
- Norton states it cannot refund subscriptions billed through partners, or in-app purchases made through the Apple, Google or Microsoft stores.
- In Germany, the Netherlands, the United Kingdom and Quebec, Norton's policy provides pro-rated refunds after the 60-day window expires. Customers in the EU, EEA and UK also have a statutory 14 day right of withdrawal from the conclusion of the contract, which is separate from the money-back guarantee.
ASK WHOEVER TOOK THE MONEY
How to request a Norton 360 refund.
Ask Norton support
Norton routes refunds through support rather than a form, so this is the main route for a subscription Norton billed directly.
- Check the charge date against the window: 60 days for an annual charge, 14 days from purchase for a monthly one.
- Contact Norton support by phone or chat.
- Give the order number, the charge date and amount, and the email address on the account.
- Ask for the refund and for automatic renewal to be turned off, as two separate things, so the next year does not repeat it.
- Get the outcome in writing.
Norton states requests are typically processed within a few days, and that refunds are issued using the payment method used for the charge being refunded.
A retail or pre-paid purchase
A boxed or card purchase activated in your Norton account is still Norton's to refund, but it needs more evidence than a website order.
- Find the subscription key label and the original receipt: Norton requires a photocopy of the key label and proof of purchase for retail refunds.
- Contact Norton support, or use the regional paper refund form where one applies.
- Note that the paper route is slow: Norton asks you to allow six weeks for it to be processed, and it pays out by mailed cheque.
A store or partner charge is not Norton's to refund
This is the request Norton refuses most often, and it refuses it on policy rather than on the merits.
- Identify who took the money from the receipt or statement.
- For an Apple, Google Play or Microsoft Store purchase, ask that store: Norton states it cannot refund an in-app purchase.
- For a subscription billed by an internet provider or retail partner, contact that company: Norton states it cannot issue refunds for subscriptions billed through partners.
- Cancel in the same place, because a refund does not stop the next renewal.
What happens next?
- Norton states requests are typically processed within a few days and refunded to the payment method used for the charge.
- The paper form route used in some regions is much slower: Norton asks you to allow six weeks, and it pays by mailed cheque.
- Norton states that after a refund the software may automatically deactivate and become non-operational, and that you must delete all copies of it.
- A refund does not necessarily stop the next renewal. Turn off automatic renewal separately and confirm it in the My Subscriptions tab.
WHEN THE ANSWER IS NO
If you are refused.
I cannot find any way to actually request the refund
There is no self-service refund form for the United States, which is exactly why this feels like a dead end, and subscribers report being looped between support pages and account pages. The route is support by phone or chat. Say the words Norton uses: that you are requesting a refund of an annual charge within 60 days of being charged.
My charge was monthly and Norton refused
That matches its published policy. Norton states subsequent monthly charges are not eligible for a refund, and only the initial monthly purchase is, within 14 days. There is no window left to use, so the action that helps is turning off the renewal so it stops repeating.
The charge is more than 60 days old
Norton's published window has closed. It is still worth raising if you never received the renewal notice Norton says it sends annual subscribers before any charge occurs, but the 60 days is what Norton enforces. Cancel the renewal so the next year does not do the same.
Norton says the subscription is not on my account
Check which email address the subscription is registered to, which is often an older address used at the original purchase rather than the one you use now. If the charge is from an internet provider or a retailer rather than Norton, it will never appear in the Norton account, because Norton is not the company billing you.
GOOD TO KNOW
Questions, answered.
What is Norton's refund window?
Norton states 60 days from the date of purchase for an annual subscription, and 60 days from being charged for each subsequent annual charge. For monthly plans it is 14 days from the initial purchase only, with subsequent monthly charges not eligible.
Can I get a refund on a Norton auto-renewal?
On an annual plan, yes within the published window: Norton states each annual charge is refundable if requested within 60 days of being charged. On a monthly plan, Norton states subsequent charges are not eligible.
How long does a Norton refund take?
Norton states requests are typically processed within a few days, refunded to the payment method used for the charge. The paper form route used in some regions takes far longer: Norton asks you to allow six weeks.
Can Norton refund a charge from the App Store or my internet provider?
No. Norton states it cannot refund in-app purchases made through the Apple, Google or Microsoft stores, and that it cannot issue refunds for subscriptions billed through partners. Ask whoever took the money.
Provider resources
- Norton cancellation and refund policy
- Norton: refund an annual renewal fee
- Norton: manage an in-app purchase subscription
- Norton: turn off or turn on automatic renewal
Instructions reviewed .
Subex is independent of Norton 360. Refund eligibility is decided by the company that billed you, and terms vary by plan, billing provider and country.