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Home | Returns/Claims

 

 
Returns/Claims

Need to return an item purchased from us? Please review the applicable Nelson return policy and consult the list of Returns Conditions. Nelson will provide full credit for returning stock that meets the requirements of the Returns Policy and Returns Conditions.

RETURN POLICY FOR CANADIAN BOOKSTORES, WHOLESALERS AND SCHOOLS

  • Nelson permits returns of active, physical products in re-saleable condition within 12 months of the invoice date.
  • Refunds are not available for items delivered electronically, including eBooks, eChapters, and Access Codes for online products.

RETURN POLICY FOR NELSON ECOMMERCE WEBSITES AND BUSINESS-TO-CONSUMER TRANSACTIONS

  • Nelson permits the return of active, physical products in re-salable condition within 30 days of purchase.
  • Refunds are not available for items delivered electronically, including eBooks, eChapters, and Access Codes for online products.

RETURNS CONDITIONS:

  • Stock is eligible for return based on the status of the product and the returns policies listed above. To see a list of print statuses that can restrict the return of an item, please consult our Terms and Conditions page. If you are uncertain whether a book is eligible for return, please contact Customer Support.
  • Stock must be in mint, re-salable condition. Material bearing marks, stamps, writing, or labels, will not be accepted. Shrink-wrapped books must be returned unopened.
  • Any bundles that contain a technology product (CD-ROM, Printed Access Card, Instant Access Card, etc.) will not be refundable if the original shrink-wrap seal has been broken or damaged. All software and CD-ROMs must be returned to Nelson with the original envelope seal or package seal unbroken and intact.
  • Bundles must be returned shrink-wrapped or with the sealed packaging intact. All titles shipped and invoiced as a bundle must be identified with the bundle ISBN upon return.
  • A returning carton must not exceed 42lbs.

HOW TO RETURN:

  • Each carton should be accompanied by a packing slip indicating the quantity and title(s) returned and must include the original invoice.
    • If a copy of the original invoice is not available, the invoice number must be quoted including the quantity, purchase price, and ISBN(s) of the returned item(s).
    • Returns received without invoice information will be credited at the lowest price offered during the 12 month time frame.
  • Number each box of a return (i.e., 1 of 4, 2 of 4, 3 of 4, 4 of 4).
  • To prevent damage in transit, pack with sufficient and appropriate packing material in cartons of at least 275lbs. test for larger boxes and 200lbs. test for smaller boxes.
  • Returning product should be shipped prepaid by traceable means.

SHIP RETURN TO:
Nelson
Attn: Returns Department
1120 Birchmount Rd.
Toronto, ON
M1K 5G4

*** Returns that do not meet the above conditions will be returned at the customer’s expense ***

*** Nelson reserves the right to change this Policy at any time without notice ***

FOREIGN CUSTOMER RETURNS

All returns from outside of Canada must be Pre-authorized prior to the physical shipment leaving your facility to comply with Canada Customs and Revenue Agency, Import rules & regulations. Failure to comply may result in charge backs to you and/or your company. Please direct your request for authorization to our Customer Support Department using this link.

CLAIMS – LOST, MISSING OR DAMAGED:

Missing product claims (shorted/lost in transit):

  • Must be made within 30 days of the date of invoice
  • Customers are responsible for indicating any missing boxes on the waybill at the time of delivery and should notify Nelson Customer Support immediately
  • Customers allowing for a ‘no signature required’ scan-and-drop relationship with a carrier do so at their own risk. A claim of missing boxes may be refused if the carrier indicates product was scanned and left successfully.

Damaged Books:

  • If damaged goods are received and a pickup & replacement is required, contact Customer Support
  • You have 60 days from the date of invoice to notify us

Carrier Damage Claims:

  • Recipient must indicate damage on the waybill at the time of delivery
  • If no damage disclaim was indicated on the waybill, the customer has 48 hours to report the damage claim and must keep the box(s) which contained the damaged books for further inspection by the carrier.