Product Return Policy

Whether you are looking for information about Bitdefender BOX or you need to report a situation, or simply wish to contact us with feedback, visit our dedicated Support web page https://www.bitdefender.com/box/support/ . Here you can find answers to most frequently asked questions, or you can use our Feedback form which you can fill in whenever you wish, and our support team will answer your questions and assist you in a timely manner.

If you are not satisfied with the Product you have received and choose to return/replace the Product please follow the below guidelines, based on the region the Product was purchased from.

You can return to Bitdefender only Products you have purchased from Bitdefender online store. Products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.

1. United States, the District of Columbia and Puerto Rico

- You can return a Product within 30 calendar days from the date you have received the Product.

- Contact our customer support representatives at (+1)800 804 4602, drop us an email at boxsupport@bitdefender.com or using our online portal contact form: https://www.bitdefender.com/box/support/

- A return material authorization form (RMA) will be issued by our customer support representatives and transmitted towards you. This form has to be filled with necessary information and affixed to the parcel containing the Product that will be shipped to the address mentioned in the RMA form. (Return shipment costs will have to be covered by customer unless the Product arrived in a damaged condition, condition confirmed by our customer support representatives after in depth remote analysis and proven with pictures, in which case Bitdefender will collect the parcel from the address that customer will provide as collection point).

- Upon parcel arrival at our premises, we will examine the returned Product and will notify customer of the return request resolution via e-mail within a reasonable period of time but no longer than 15 days from the day it arrives at our premises.

- For situations where the ordered Product arrived in a damaged condition you have the option to request a replacement Product that will be shipped by our customer support representative team immediately after the faulty Product has been received and registered at our premises.

2. Canada

- You can return a Product within 30 calendar days from the date you have received the Product

- Contact our customer support representatives at (+1)800 804 4602, drop us an email at boxsupport@bitdefender.com or using our online portal contact form: https://www.bitdefender.com/box/support/

- A return material authorization form (RMA) will be issued by our customer support representatives and transmitted towards you. This form has to be filled with necessary information and affixed to the parcel containing the Product that will be shipped to the address mentioned in the RMA form. (Return shipment costs will have to be covered by customer unless the Product arrived in a damaged condition, condition confirmed by our customer support representatives after in depth remote analysis and proven with pictures, in which case Bitdefender will collect the parcel from the address that customer will provide as collection point).

- Upon parcel arrival at our premises, we will examine the returned Product and will notify customer of the return request resolution via e-mail within a reasonable period of time.

- For situations where the ordered Product arrived in a damaged condition you have the option to request a replacement Product that will be shipped by our customer support representative team immediately after the faulty Product has been received and registered at our premises.

3. Europe

- You can return a Product within 30 calendar days from the date you have received the Product.

- Contact our customer support representatives at:

■ 09 70 73 59 97 (France)

■ 800 069 8997 (UK)

■ 800 24 26 836 (Germany)

■ 0800 89 52 74 (Romania)

o or using our online portal contact form:

■ https://www.bitdefender.com/box/support/

■ https://www.bitdefender.fr/box/support/ (France)

■ https://www.bitdefender.co.uk/box/support/ (UK)

■ https://www.bitdefender.de/box/support/ (Germany)

■ https://www.bitdefender.ro/box/support/ (Romania)

o or via email at: boxsupport@bitdefender.com

- A return material authorization form (RMA) will be issued by our customer support representatives and transmitted towards you. This form has to be filled with necessary information and affixed to the parcel containing the Product that will be shipped to the address mentioned in the RMA form. (Return shipment costs will have to be covered by customer unless the Product arrived in a damaged condition, condition confirmed by our customer support representatives after in depth remote analysis and proven with pictures, in which case Bitdefender will collect the parcel from the address that customer will provide as collection point).

- Upon parcel arrival at our premises, we will examine the returned Product and will notify customer of the return request resolution via e-mail within a reasonable period of time.

- For situations where the ordered Product arrived in a damaged condition you have the option to request a replacement Product that will be shipped by our customer support representative team immediately after the faulty Product has been received and registered at our premises.

Please ensure that the Product you're returning is in original packaging and contains the following items which were included when you’ve received it:

- Product

- Power supply

- Cords & cables

- Documentation

- Retail box (original product packaging)

Chargebacks . Chargeback requests will follow the card issuance bank’s procedures and policies or the payment service provider (PSP)’s procedures and policies.

Our recommendation is to first contact Bitdefender customer support representatives and only if a beneficial resolution will not be achieved, to file for a chargeback request to your respective credit/debit card bank issuer.

If you have been victim of a credit card fraud by a third party and you have received a Bitdefender Product, you can return the Product to Bitdefender to ensure a streamlined resolution for your request. If there is proof that you have received the Product and do not wish or refuse to return it, we will communicate to the card issuance bank the necessary evidence supporting our chargeback claim dismissal requirement.

For more information about the Bitdefender Products, access our official web page: https://www.bitdefender.com.