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I have questions about a product.

You can visit our Products Center at http://www.autodesk.co.uk/products

Is your complete product line available on the Store?

Click to see all our Available Products

Can I purchase Maintenance plan for my product?

Yes! We are now offering one-year, renewable Maintenance plan on our Online Store for almost all of our products at time of purchase. The Autodesk Online Store does not yet sell Maintenance plan for the Autodesk products you already own. However, if the Maintenance plan is available for your product, and you chose not to buy Maintenance plan from Online Store when you made your purchase, you can still "attach" a Maintenance plan within thirty days by contacting your local Autodesk Authorized Reseller. Your Autodesk Authorized Reseller can also provide you with information about available training services. Note that your confirmation email serves as your proof of purchase.

More about Autodesk Maintenance plan.

Do you offer educational or student products?

Starting April 1st, 2014, we no longer provide student/educator versions for purchase. Autodesk offers most popular products and cloud services free to students and educators on Autodesk Education Community. Please visit Autodesk Education Community for more information

Do you offer government products?

We do not offer government products at the online store. For information about these products, please visit www.autodesk.com/government.

What support do I get with my purchase?

Most products purchased on this store come with 90 days of free web installation and configuration support, direct from Autodesk, from the date of registration. This will be noted on the product detail page as well as your order confirmation email. In addition, an e-mail explaining the support offering and activation information will be sent to the e-mail address provided at the time of your order.

Other products have support offerings that are noted on the detail page of the product, as well as in your order confirmation email.

What Service Packs and Downloads are available for my product?

Keep your Autodesk products current with the latest Service Packs, updates, and other maintenance releases available by accessing our Service Packs & Download center at http://knowledge.autodesk.com/support.

What are the system requirements for my products?

If you have questions regarding your operating system compatibility with our current and past product releases, please visit http://usa.autodesk.com/support/system-requirements/.

Quick Order Lookup


Can I purchase Maintenance plan for my product?

Yes! We are now offering one-year, renewable Maintenance plan on our Online Store for almost all of our products at time of purchase. The Autodesk Online Store does not yet sell Maintenance plan for the Autodesk products you already own. However, if the Maintenance plan is available for your product, and you chose not to buy Maintenance plan from Online Store when you made your purchase, you can still "attach" a Maintenance plan within thirty days by contacting your local Autodesk Authorized Reseller. Your Autodesk Authorized Reseller can also provide you with information about available training services. Note that your confirmation email serves as your proof of purchase.

More about Autodesk Maintenance plan.

Can I upgrade my Maintenance plan support level?

Support level upgrades are currently unavailable through the Autodesk Store. You may either return the product within 30 days and then repurchase it at the desired support level, or you may visit an Autodesk Authorized Reseller to request an upgrade.

To return your product, see the Returns and Cancellations section.


More about Autodesk Subscription.

What's the advantage of buying Autodesk Maintenance plan?

Autodesk Maintenance plan is the only way to maintain and maximize your perpetual software license. Always stay current with the latest software releases and reap the benefits of flexible licensing rights* and technical support. In addition, a variety of cloud benefits help increase mobility and streamline collaboration**.

More info about Autodesk Maintenance plan benefits

* Not all licensing rights are available for all versions or in all countries.
** Access to cloud services is related to and dependent on the software covered by Maintenance plan.

What type of Maintenance plan can I buy on the Autodesk Store?

At this time, you can buy a 1-year renewable Maintenance plan contract with a new seat purchase of almost all the software products sold on the Store. For the following types of transactions, we recommend you contact your local Authorized Autodesk Reseller:

  • Adding Maintenance plan to an already-purchased software product
  • Purchasing additional licenses for your Maintenance plan
  • Network licenses and Maintenance plan
  • Renewals and late renewal fees
  • Upgrading or cross-grading products with Maintenance plan.

How will I get set up on Maintenance plan?

When you order your Maintenance plan with a software product purchase on the Autodesk Store, we set you up as Contract Manager for your Maintenance plan contract with Autodesk. You will receive a ‘welcome’ email from Autodesk following your Store purchase with the details to help you get started in using your Subscription benefits.

What do I do if I don’t get my welcome email?

We recommend you first look in your spam, bulk, or junk folder within your email application for a message from Autodesk. If you are not familiar with these folders or how email filtering works, review the guidance below.
Internet Service Providers (ISPs)
Some email providers filter messages based on content, subject line, or the sender's address and may put the email into the a spam, bulk, or junk mail folder. Please make sure @autodesk.com is on your "approved sender" list or "whitelist" and/or in your "address book." We often do not even receive notice of such filters, so please be sure you inform your ISP that you want to receive our email.

Spam Blockers/Filters and Email Software
If you have recently installed a new email software or a new program to reduce the amount of junk mail you receive, make sure you check the settings. The "defaults" are often much more restrictive than you might wish. Below is some guidance to get you started.

AOL:
Please check your "Spam" folder. If you find our email there, select the message and click "This is Not Spam." This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:

  • Click Mail in the toolbar at the top of your AOL window
  • Select Block Unwanted Mail
  • Click Custom Sender List
  • Select Allow only the senders and domains listed below
  • Enter this domain @autodesk.com
  • Click Save
Hotmail:
Please check your "Junk email" folder. If you find our email there, select the message and click "Not Junk." This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:
  • Click Mail, then Options (next to the Help link)
  • Click Junk email Protection
  • Click Safe List
  • Enter this domain: @autodesk.com
  • Click Add
Yahoo:
Please check your "Bulk Mail" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.

Gmail:
Please check your "Spam" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.

Outlook:
Please check your “Junk” folder. If you find our email there, select the message and click “Not Junk.” This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:
  • Open your Junk E-mail Options.
  • Select Safe Senders, then Add.
  • Type @autodesk.com and click OK.
  • Type and click OK.
  • Click OK.
If you are unable to locate your “Welcome” email please contact Customer Service Assistance.

How can I renew my Maintenance plan?

You can renew your Maintenance plan on the Maintenance plan Renewal page. Maintenance plan can be renewed up to 90 days prior to your contract expiration date. Maintenance plan renewal will no longer be available after your contract expires.

What should I do before I download?

Please check the settings of any of these products to ensure they are not interfering with your download:

  • Firewall – These are designed to stop downloads from non-approved sites.
  • Anti-Virus Programs – These will try to stop or scan a download. It may cause the download to be corrupt or damaged.
  • Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and will sometimes block or stop downloads.
  • Screen Saver – In some instances, screen savers can interfere with the download process. If you have a screen saver that is starting while you are downloading, please disable it temporarily until your download is complete.

How do I download?

You can begin your download by clicking the “Download Your Purchase” link located in your Thank You page after placing your order. You can also find this link by logging into your Order History page from the Autodesk Store. Note: your serial number required for product activation will arrive in a separate email.

Look Up Your Order

Where do I download the file?

You can download the file anywhere you like, but be sure that you note its location and the name of the file when you do so. We recommend that you download the file onto your Desktop, so it will be easier for you to find when you’re ready to install the product.

NOTE: Please do not rename the file you're downloading. Doing so may cause installation problems.

What will happen when I download?

Once the download starts, you will see a status bar indicating the time remaining until your download is complete. You may pause and resume the download by clicking on the “Pause/Play” button on the right side of the status bar.

What if the download stops before it completes?

If your download stops or is interrupted before it is complete, simply press the Begin Download button again and the download should resume where it left off.

I do not have a download button on my order.

You may not see a download button on your order for the following reasons:

  • When placing your order, you requested a “Boxed Shipment” as your Delivery Method. You will receive a physical copy of the software and will not have the download button on your order.
  • You have reached the maximum allowable number of downloads.
  • Your download period has expired, which occurs after 30 days of placing your order.

If you believe you should have access to a download button or are trying to download after 30 days from placing your order, please Contact Us for assistance.

How do I re-download software that I have already purchased?

To re-download software within 30 days of your purchase simply log into your Order History page and press the “Re-download” button.

Look Up Your Order

What if I want a shipment, but have already purchased a download?

Please learn more here.

Is downloading the same as installing?

No. Downloading is a simple file transfer. Installing is the unpacking and loading of the software onto your computer. Autodesk’s installation software walks you through this process once you’ve successfully downloaded the file from our site. If you need assistance with installation, please review our Installation and Activation help.

Product Installation Videos

Installation & Licensing Discussion Group

How do I install my product?

If you have questions or need help installing your Autodesk product, video tutorials, discussion groups and more are available at
http://usa.autodesk.com/support/installation. You can also review our Product Installation Videos.

Where can I find the file I downloaded?

The best way to know where your download saved is to pay close attention to the Save As window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the Save As window, which shows you exactly where your download is being saved to on your computer.

If you know the filename, you can do a search on your computer for it.

NOTE: Please do not rename the file you're downloading. Doing so may cause installation problems.

How do I start the installation?

Once you have downloaded the file, you will need to navigate to the location where you saved the file and double click on it to start the installation.

For more information, we recommend you view our Product Installation Videos.

I need to re-install software I purchased as a download

First, you’ll need to re-download the file from your Order History page. To do so, simply go to your Order History page from within the Autodesk Store, or you may retrieve a link from your Order Confirmation email and press the Re-download button. Once you have downloaded the file, you will need to navigate to the location where you saved the file and double click on it to start the installation.

How do I convert my software Trial into a permanent license version?

Before you begin, you will need your product serial number and product key, which are available in the Thank You page that was displayed when your purchase was confirmed, or within the confirmation email you received following your purchase of your software from the Autodesk Store.

Next, follow these steps to convert your software Trial:

  1. Open your trial software.
  2. In the pop-up screen that appears, enter your serial number and product key.
  3. Click “Activate” in the lower right hand corner.
  4. Select “Get an Activation Code” and then click “Next”.
  5. If you do not already have an Autodesk User ID and password click “Create User ID Now”. Otherwise:
    1. Enter your Autodesk User ID and password into the appropriate fields.
    2. Click “Login”.
    3. Skip to Step 10.
  6. Create a User ID, complete all fields and click “Next”. Note: Your User ID is something that you create. It does not come from the purchase confirmation email.
  7. Confirm that the user information you entered is correct. Note: Ensure to save your User ID to expedite the activation of other products in the future.
  8. Click “Next”.
  9. Choose your account and click “Next”.
  10. When you see the Registration–Activation Confirmation screen, you have successfully converted your trial to a commercial license.
  11. Click Finish and begin using your software.

Note: Remember to save your activation code. You will need it in the event you need to reinstall your software at a later date.

How do I convert my software Trial into a subscription?

Before you begin, you will need your product serial number and product key, which are available from your Autodesk Account page. To find your serial number and product key on this page, simply click on the arrow to the left of your product name.

Next, follow these steps to convert your software Trial:

  1. Open your trial software.
  2. In the pop-up screen that appears, enter your serial number and product key.
  3. Click Continue (or Next).
  4. Select “Get an Activation Code” and then click “Next”.
  5. If you do not already have an Autodesk User ID and password click “Create User ID Now”. Otherwise:
    1. Enter your Autodesk User ID and password into the appropriate fields.
    2. Click “Login”.
    3. Skip to Step 10.
  6. Create a User ID, complete all fields and click “Next”. Note: Your User ID is something that you create. It does not come from the purchase confirmation email.
  7. Confirm that the user information you entered is correct. Note: Ensure to save your User ID to expedite the activation of other products in the future.
  8. Click “Next”.
  9. Choose your account and click “Next”.
  10. When you see the Registration–Activation Confirmation screen, you have successfully converted your trial to a commercial license.
  11. Click Finish and begin using your software.

Note: Remember to save your activation code. You will need it in the event you need to reinstall your software at a later date.

How do I register my product?

Most Autodesk products can be registered and activated online. To register and activate your license please go to www.autodesk.com/register.

If you are using an Autodesk product with a stand-alone installation you can also activate it directly from the product. Just make sure your computer is connected to the Internet when requesting activation.

You can choose to register and activate the product when you start the program. Alternatively, use the Help > About menu while you are running the product.

To activate Autodesk products from the Help menu:

  • On the Help menu, click About.
  • In the About [Autodesk product] window, click Product Information.
  • In the Product License Information dialog box, click Activate.
  • In the [Autodesk product] Product Activation window, select Activate the Product, and then click Next.
  • On the Register Today page, follow the on-screen instructions.

In the event you are unable to activate your license online and require assistance please complete the Activation Assistance form.

How do I get my serial number?

You can find your product serial number and product key in the order fulfillment email that you received after placing your order.

If you do not have your order fulfillment email, you can retrieve your product serial number and product key by logging into your Order Details page.

Look Up Your Order

My serial number is not working

If your serial number is not working, first make sure you are entering the number correctly. It is best to copy and paste your serial number, which can be located in your order fulfillment email or by logging into your Order Details page.

Next, when registering and activating your product, please make sure you are entering the correct product name, version (year of release) and license type you have purchased.

Look Up Your Order

I would like to order by telephone.

The Autodesk Online Store is guaranteed secure and virus free. When you shop online with us, you can shop with confidence knowing that you are totally protected. However, if you would like to order by telephone you can contact us at 00800-26881130.

What is my order status?

What payment methods do you accept?

We accept Visa, MasterCard/EuroCard, American Express, Click and Buy, Wire Transfer, and PayPal. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

Can I order without a credit card?

In addition to credit card, we accept Wire Transfer, Pay Pal, Click and Buy and as payment methods.

When will my credit card be charged?

Your credit card will be charged the day after your purchase has been placed.

How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: "DRI*Autodesk, Inc."

I need a copy of my invoice.

What name and address should I enter in the billing information screen?

For credit card verification, you must enter your name and address exactly as it appears on your credit card statement.

Should I put spaces or dashes in the Credit Card number?

No. Your card number should be entered in as a continuous string of numbers.

Why are you not accepting my credit card?

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank's end, may have encountered a machine error. If you do have problems, you can contact Customer Service . Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

How do I start a new order?

You can start a new order simply by clicking the following link.

Start a New Order.

I did not receive a confirmation e-mail.

We recommend you first look in your spam, bulk, or junk folder within your email application for a message from Autodesk. If you are not familiar with these folders or how email filtering works, review the guidance below.

Internet Service Providers (ISPs)

Some email providers filter messages based on content, subject line, or the sender's address and may put the email into the a spam, bulk, or junk mail folder. Please make sure @autodesk.com is on your "approved sender" list or "whitelist" and/or in your "address book." We often do not even receive notice of such filters, so please be sure you inform your ISP that you want to receive our email.

Spam Blockers/Filters and Email Software

If you have recently installed a new email software or a new program to reduce the amount of junk mail you receive, make sure you check the settings. The "defaults" are often much more restrictive than you might wish. Below is some guidance to get you started.

AOL:

Please check your "Spam" folder. If you find our email there, select the message and click "This is Not Spam." This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:

  1. Click Mail in the toolbar at the top of your AOL window
  2. Select Block Unwanted Mail
  3. Click Custom Sender List
  4. Select Allow only the senders and domains listed below
  5. Enter this domain @autodesk.com
  6. Click Save
Hotmail:

Please check your "Junk email" folder. If you find our email there, select the message and click "Not Junk." This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:

  1. Click Mail, then Options (next to the Help link)
  2. Click Junk email Protection
  3. Click Safe List
  4. Enter this domain: @autodesk.com
  5. Click Add
Yahoo:
  1. Please check your "Bulk Mail" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.
Gmail:
  1. Please check your "Spam" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.
Outlook:

Please check your “Junk” folder. If you find our email there, select the message and click “Not Junk.” This will help future messages reach your Inbox.

To avoid accidentally filtering our future messages:

  1. Open your Junk E-mail Options.
  2. Select Safe Senders, then Add.
  3. Type @autodesk.com and click OK.
  4. Type and click OK.
  5. Click OK.

What is your refund policy?

What is your refund policy (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?

We offer a 30 day return policy on all products, including subscription contracts. If for any reason a product is defective, that policy is extended to 90 days, to replace the defective product only. Please see below for full return/refund policy details.

What is your return policy?

What is your refund policy (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?

How do I cancel my order (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?

INSTANCES OF RETURN

You may return a product or cancel a service purchased from Autodesk on this website in any of the following instances:

1. PRODUCT RETURN WITHIN 30 DAYS OF PURCHASE

For any reason whatsoever within 30 days of purchasing the product, or purchasing the service, from Autodesk. PROVIDED you contact us within 30 days of receipt and provide us with your order confirmation and invoice and a short certificate (which we will send you) signed by you, we will credit you with a full refund (excluding any shipping costs). For physical goods, shipment of the product back to us will not be necessary.

For service cancellations, PROVIDED you contact us within 30 days of purchase of the services by you, notify us of your desire to cancel the services purchased by you and provide us with a copy of your order confirmation and invoice we will cancel the services purchased by you and credit you with a full refund.

2. DEFECTIVE PRODUCT RETURNED WITHIN 90 DAYS OF DELIVERY

The product does not provide the facilities and functions generally described in the documentation accompanying the product and/or the product, the documentation and/or any hardware lock or other copy protection device accompanying the product is defective under normal use. PROVIDED you contact us within 90 days of delivery and provide us with a copy of your order confirmation or invoice (as proof of purchase) and a short declaration (which we will send you) signed by you, we will replace the defective product or documentation (as the case may be).

3. DEFECTIVE COPY PROTECTION DEVICE RETURNED AT ANY TIME AFTER 90 DAYS FROM DELIVERY

If any hardware lock or other copy protection device accompanying a product is defective or damaged. PROVIDED you contact us within 90 days of delivery and provide us with a copy of your order confirmation or invoice (as proof of purchase) and a short declaration (which we will send you) signed by you, we will replace the hardware lock or other copy protection device. However we will charge you the cost of a replacement device plus a fee for handling and shipping. We may request this payment by credit card or by advance payment.

How do I request a refund?

In order to process a return within 30 days of purchase, please follow the following steps:

    1. Contact Customer Service.


    1. A Letter of Destruction (LOD) will be e-mailed to you by one of our Customer Service Representatives.


    1. Follow the instructions in the e-mail. These instructions will inform you how to submit your LOD.


    1. Upon receiving the LOD, the returns department will validate the return according to our policy. All returns must be within our return period for that product - please review our return policy for details.


    1. Once the Letter of Destruction is received, we will begin processing a credit within 3 to 5 business days.


Please Note:

  1. The Autodesk Online Store uses the sent date of the returned LOD to determine compliance.
  2. If you are requesting a refund after the eligible return period days but due to a defect, you will need to contact customer service.
  3. Shipping & handling charges for shipped products will not be refunded.

When will the credit appear on my card?

Your refund credit will appear on your card within 5-7 business days of us receiving the returned merchandise or your completed letter of destruction.

How do I cancel my subscription?

If you need to cancel your subscription prior to the next renewal period, please use the following instructions:

  1. Click here to look up your order.
  2. After locating your order, click on “Manage Auto-Renewal Plan”. If prompted, enter the email address associated with your order as well as your password.
  3. Under the “Auto Renewal Plan Status” section, select the option to cancel your automatic renewal.

Note: You will have access to your subscription product for the full time period for which you have paid, even if the auto-renewal plan has been cancelled. Cancelling the auto-renewal plan means that your subscription will not be renewed at the end of your subscription term. After cancelling the auto-renewal plan, access to your subscription product will terminate at the end of your current subscription term.

What is your privacy policy?

Click here to view the Digital River privacy policy.

What is the Digital River Secure and Virus Free Guarantee?

This is your guarantee that when you shop with us, you can shop with confidence knowing that you are totally protected. Click here to get full details.

What products are available to ship?

Please refer to the Delivery Method available on the product page.

Has my order shipped?

You can view the status of your order by logging into your Order Details page.

When can I expect my order to arrive?

UPS Express, 1 - 2 days

UPS Express Saver, 2 - 3 days

How do I get my tracking number?

You can view any tracking numbers associated with your order by logging into your Order Details page.

What countries do you ship to?

From this store, we ship or download all products to the 30 EEA countries as well as Switzerland. Please see below for a full list:

Important Notes:

Updated Country List taken from the above link (year country joined the EU indicated):

  • Austria (1995)
  • Belgium (1952)
  • Bulgaria (2007)
  • Croatia (2013)
  • Cyprus (2004)
  • Czech Republic (2004)
  • Denmark (1973)
  • Estonia (2004)
  • Finland (1995)
  • France (1952)
  • Germany (1952)
  • Greece (1981)
  • Hungary (2004)
  • Ireland (1973)
  • Italy (1952)
  • Latvia (2004)
  • Lithuania (2004)
  • Luxembourg (1952)
  • Malta (2004)
  • Netherlands (1952)
  • Poland (2004)
  • Portugal (1986)
  • Romania (2007)
  • Slovakia (2004)
  • Slovenia (2004)
  • Spain (1986)
  • Sweden (1995)
  • United Kingdom (1973)

When will my backorder ship?

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be back ordered. Normally, the product will become available within 5-7 business days. You will receive e-mail notification as soon as the product ships. All items on your order will be shipped together; we do not currently provide split order shipment. As a reminder, your credit card will not be charged until your order has been shipped.

Can I change my shipping address?

Unfortunately, you can not change your shipping address after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account.

Can I change my shipping method?

Unfortunately, you can not change your shipment method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system.

Contact Customer Service


Do I have to pay sales tax?

A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate, and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with order number or invoice to 952-253-8760.

Do you charge VAT?

In most parts of the world, Autodesk is legally required to charge you sales tax according to the calculations you see during your purchasing process. If Autodesk does not charge taxes, you are sometimes still liable to pay the taxes yourself. On Autodesk's European stores, for hard goods, books and services you are charged the relevant VAT rate.

How much VAT/GST am I charged?

Autodesk delivers electronic sales from Ireland, which means that downloads and subscriptions are charged the Irish VAT rate for EU members. For physical shipments, VAT will be charged according to the country where the physical product will be shipped. Autodesk is registered in many different countries for which it is responsible for charging and collecting VAT/GST.

I am a customer in Norway or Switzerland. Why is VAT charged on my purchase when I have a VAT registration number?

The Autodesk Store quotes prices inclusive of VAT and charges VAT on all software transactions within Norway and Switzerland. Autodesk is VAT-registered in Norway and in Switzerland because it was required to do so under these countries' VAT regimes. Therefore, Autodesk is obligated to charge VAT to all customers in Norway and Switzerland.

I am a customer in the UK. Why was I charged VAT on my boxed product when I have a VAT registration number?

Goods for UK customers are shipped from the UK and, therefore, sales of physical goods to all UK customers must include VAT (domestic transactions). UK customers who purchase a subscription or download and enter a valid VAT number into the Autodesk store at the point of purchase are not charged VAT.