Support Center

Refundable Circumstances.

1. About Purchase Circumstances

Duplicate purchase: If a customer accidentally purchases the same product twice, We'll gladly refund one purchase or let you exchange it for another Tenorshare program!

Wrong purchase: Refunds for incorrect purchases require customers to first acquire the correct product through our official store, after which the initial purchase amount will be refunded.

Additional Services Notice: If you finds that the order you purchased on Tenorshare's official website has been charged more than product price, please first verify if the difference includes: Applicable taxes and Bank processing fees. For these charges:

• Contact tax authorities regarding tax refunds
• Consult your bank about fee details

For other optional services (e.g. Download Protection or Physical CD):

• These are third-party services offered during checkout
• You may freely select/deselect them when purchasing
• If accidentally purchased or undesired, we can assist with refund requests

Non-delivery of registration code within 24 hours after purchase: If a customer's payment is confirmed but they don't receive their registration code within 24 hours (please check spam folder), cannot retrieve it through our code retrieval page, and don't receive a response from our support team within 24 hours of contacting us, Tenorshare will issue a full refund upon request.

2. About Automatic Subscription Circumstances

Customer has applied to cancel automatic subscription, but still got a renewal fee: You may cancel your automatic subscription at any time before the next renewal date through either of these methods:

• Contact Tenorshare Support Team (recommended)
• Self-service via our FAQ guide

If you receive cancellation confirmation (from Tenorshare or payment platform) but are still charged:

• Provide proof of cancellation (e.g. screenshot of confirmation email)
• We will fully refund any erroneous charges

3. About Product Circumstances

If you encounter any technical issues while using the product, please contact Tenorshare's technical support team for assistance. To help us efficiently diagnose and resolve the problem, kindly provide relevant details such as screenshots, log files, or grant permission for our free remote assistance if required. Should the issue remain unresolved after troubleshooting, and if you prefer not to wait for a future software update or alternative compensation, we offer a full refund for purchases made within the last 30 days.

After confirming with Tenorshare Support Team, usually, the refund amount will be refunded to you via the original payment method within 2-4 working days.

Once a refund is issued, the corresponding license will be deactivated. Please:

• Download version: Uninstall the software and remove it from the computer.
• Disc version: Destroy the disc and then uninstall the software from the computer.

We currently accept various payment methods, including Credit Card, PayPal, Direct Debit, Bank/Wire Transfer, Check/Money Order, Fax-Credit Card, and Invoice. To get your registration code and download link instantly, we highly recommend paying by Credit Card.

If you entered an incorrect email and didn't receive the code, please provide our support team with:

1. The incorrect email address used
2. Your correct email address
3. The order number

We will verify and update your information, then resend the registration code.

Clear your browser cookies, check your internet connection, and try again with a different payment method if possible.