AutoCAD Software Subscription - Secure Digital Delivery

Policy

Returns, Exchanges & Refund Policy

A clear guide to the 30-day return window for new AutoCAD software subscription orders, accepted exchanges, customer return-label responsibility, and refund timing.

Last updated: June 25, 2026

Order Cancellations

You may request cancellation before an order has been processed or digital delivery details have been issued. Because software subscription orders may be prepared quickly after payment confirmation, please contact us as soon as possible with your order number.

  • If the order has not entered fulfillment, we will cancel it and return the payment to the original payment method.
  • If delivery details, activation details, license instructions, or redemption instructions have already been issued, the order may no longer be cancellable.
  • Digital delivery, activation, license, or account-based items may be treated as fulfilled once access details are sent.

30-Day Returns

We accept return requests for both defective and non-defective new products within 30 days of purchase.

  • The policy applies to new products purchased from Cad-Exa and delivered by email.
  • Return requests must be submitted within 30 days of the purchase date unless local consumer law requires a longer period.
  • Contact support with your order number, checkout email address, and a short description of the issue so we can confirm the order status, payment record, delivery history, and any activation or redemption history.
  • We may ask for screenshots, order details, payment references, or other information needed to review the request.

Exchanges

We accept exchanges within the 30-day return window when the purchased option is defective, unavailable, duplicated, or not the option shown at checkout.

  • Approved exchanges are handled by email after support confirms the order details.
  • If the replacement option is unavailable, we may offer a refund to the original payment method.

Return Method and Fees

Returns are handled by mail or email depending on the product type and the instructions provided by support.

  • Return label: customer responsibility.
  • Restocking fee: no cost.
  • If a physical return is required, support will provide the return instructions after the request is approved.

Non-Refundable Situations

  • Products that have been successfully delivered, activated, redeemed, downloaded, or otherwise consumed may not be refundable.
  • Refunds may be declined when the customer provides incorrect contact or delivery information and the order has already been fulfilled.
  • Refunds may be declined when a customer cannot meet system, account, regional, or compatibility requirements that were reasonably available before checkout.
  • We cannot refund charges caused by third-party payment fees, bank fees, foreign exchange movement, account restrictions, or payment provider decisions outside our control.

How Refunds Are Processed

Approved refunds are sent back through the original payment channel whenever possible.

  • Refund processing usually begins within 2 days after approval.
  • Your bank, card issuer, or PayPal account may take additional time to post the funds.
  • We will email you when the request is approved, denied, or requires more information.

Chargebacks and Disputes

If you open a payment dispute, we may be required to respond through the payment provider instead of processing a direct refund. Contacting support first is usually the fastest way to resolve order issues.