Returns and Cancellations

What purchases are eligible for a return?

The following purchases are eligible for a refund:

• Mistakes made during purchase are eligible for refunds, including the wrong product or the incorrect quantity of licenses. Follow these steps to start the return process.
• New annual subscriptions are eligible for refunds within 14 days of purchase. Follow these steps to start the return process.
• Renewed annual subscription charges* are eligible for refunds within 10 days of purchase. Contact Support to start a refund request.
• Renewed monthly subscription charges* are eligible for refunds within 3 days of purchase. Contact Support to start a refund request. New monthly subscriptions are not eligible for a refund,

* Renewal charges are processed prior to the subscription term end to ensure uninterrupted access to the license. Multiple notifications are sent to the email associated with the Maxon account before these charges occur.

What purchases are not eligible for a return?

These purchases are not eligible for a refund:

• New monthly subscriptions are not eligible for refunds, regardless of when they were purchased.
• Renewed monthly subscription charges from beyond 3 days ago are not eligible for refunds.
• Renewed annual subscription charges from beyond 10 days ago are not eligible for refunds.
• Student & Teacher purchases are not eligible for refunds.
• Upgraded licenses are not eligible for refunds.
• Maintenance extensions are not eligible for refunds.
• Product bundles (e.g. an Adobe bundle) are not eligible for refunds.
• Purchases made in China are not eligible for refunds.

How do I cancel a subscription?

You can disable the auto-renewal of a subscription under the subscription details of the Subscription section of your Maxon Account.

1. Log in to your Maxon Account at my.maxon.net and select the Subscriptions tab

2. Click "Manage"

   

3. Within the Manage Subscription page, find the automatic renewal option
   
4. Toggle the switch to disable auto-renew
5. Click Save to confirm your changes
6. You will receive a confirmation email a few minutes later. It is recommended to save that email for reference later.
   • If you do not receive the email, check your junk folder or spam filter. Also, check the Manage Subscription page again to make sure "Auto-Renewal" is toggled off.

If you need assistance canceling your auto-renew, Contact Support.

How do I request a refund?

New annual subscriptions can be refunded by following the steps below. Other eligible refunds will need to be done by way of a Support ticket.

1. Sign in to your Maxon account
2. Click Order History

3. Click Refund
   

   Because this order is a monthly subscription, it is ineligible for refund and gives this message:

   

4. For eligible orders, you will see this form:
   

   Fill out the form, then click "Submit Refund Request"

5. You will be returned to the Order History page, which will now show "Returned" for the refunded copy.

   

   Note: All orders with an associated refund will display as "returned"--even if it was a partial refund. A partially returned order (such as if you accidentally bought multiple seats and returned all but one) will still show as "returned" even though there is still an active subscription associated with it.

If you have further questions, need assistance, or believe you have a situation that warrants an exception to the policies outlined above, contact Support.