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Merchandise Return Center

Wolters Kluwer/ LWW Return Policy for Individual Customers in the United States & Canada

We want you to be completely satisfied with your purchase. If you buy a LWW product directly from LWW and find it doesn't meet your expectations, you may return it to the company.

Books may be returned within 30 days for a full refund.

  • Journal subscriptions may be cancelled, entitling you to a refund for all unmailed issues.  
  • Software, videos, PDA products, CD-ROMs and any digital access codes may be returned, unopened (without activation or installation), for a full refund.
  • Downloadable products are not refundable.

This service is only available within the United States.

If you purchased your book, software, videos, CD-ROMs or digital access codes from a retail location, please contact them regarding their return policy. 

Two Easy Steps to Return Merchandise

  1. Download a pre-printed mailing label (.pdf format)
  2. Affix the courtesy return label securely to your package and mail it from your local post office.

Please include your invoice or bill with product(s) you are returning. If you do not have an invoice or bill, please supply us with your name, address and phone number so we can properly credit your account.

NOTE:  The merchandise return label is available in .PDF format and requires Adobe Acrobat Reader to view. If you do not have the Acrobat Reader plug-in or application software installed on your computer, click on the logo below to obtain a free copy.

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Wolters Kluwer / LWW Return Policy for Bookstore Accounts in the United States and Canada

(Updated February 2016)

  • 1. LWW will accept overstock and manufacturer defective returns of LWW Publications from U.S. and Canadian bookstore accounts during the life span of an edition and for one hundred and eighty (180) days after an edition has been declared by LWW to be superseded or out of print.
  • 2. Credit will only be issued when the overstock is returned in re-saleable — i.e. undamaged — condition.
  • Re-saleable/undamaged condition is defined as:
      a) no bent corners on covers
      b) no folded or soiled pages (dirt, fingerprints, bookseller stamps, glue, stickers, writing or markings of any kind)
      c) no torn covers or pages
      d) no frayed, scuffed or worn covers
      e) no broken, bent, folded or creased spines
      f) software, videos, CD-ROMs, digital access codes in original sealed condition

  • Returns of products received from LWW in damaged or unsaleable condition must be made within ninety (90) days from invoice date. Returns documentation must be clearly marked "Received in damaged condition."
  • 5. No permission by LWW to make such a return is required; however, a copy of the LWW invoice or invoice number concerning the sale of such LWW publications being returned must be enclosed with the returned titles.

  • In no event shall returns of electronic media titles be accepted if the shrink-wrapping has been opened or damaged.
  • Returns will only be accepted if they are delivered at the customer's expense, door to door freight pre-paid, to our distribution center. All returns must be made to:
      Wolters Kluwer
      10650 Toebben Dr.
      Independence, Ky. 41051

  • All returns must be accompanied by a packing list showing title, ISBN, and quantities being returned.
  • Returned products not meeting the above conditions will not be credited and will be returned to the customer at the customer's expense.

  • Claims for incorrect shipments, short-supplied or duplicated stock must be received no later than ninety (90) days from invoice date. Claims should be made by telephone to LWW Customer Service at 877-832-5919 or bookstores@lww.com.
  • Customers must report their claims for LWW publications damaged in transit directly to their preferred carrier.
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Wolters Kluwer / LWW Return Policy for Catalog Accounts

All items are sold on a non-returnable basis. Returns are only accepted for defective items or items damaged in shipping.

Claims for incorrect shipments, short-supplied or duplicated stock must be received no later than ninety (90) days from invoice date. Claims should be made by telephone to LWW Customer Service at 877-832-5919 or bookstores@lww.com.

Returns of products received from LWW in damaged or unsaleable condition must be made within ninety (90) days from invoice date. Returns documentation must be clearly marked "Received in damaged condition."

No permission by LWW to make such a return is required; however, a copy of the LWW invoice or invoice number concerning the sale of such LWW publications being returned must be enclosed with the returned titles. In no event shall returns of electronic media titles be accepted if the shrink-wrapping has been opened or damaged. Returns will only be accepted if they are delivered at the customer's expense, door to door freight pre-paid, to our distribution center. All returns must be made to:

    Wolters Kluwer
    10650 Toebben Dr.
    Independence, Ky. 41051
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Wolters Kluwer / LWW Return Policy for Individual Accounts Outside the U.S. & Canada

  • All returns must be pre-authorized in accordance the LWW's International Returns Policy.
  • Return must be in route to LWW within 30 days of authorization.
  • Shipments must be consigned to:

      Wolters Kluwer
      10650 Toebben Dr.
      Independence, Ky. 41051

  • All shipments must be made on Delivered Duty Paid terms (also known as DDP, in which the seller fulfills their obligation when the goods have been made available at the named place in the country of importation. The seller has to bear the risks and costs, including duties, taxes and other charges of delivering the goods thereto, cleared for importation). All charges (including, but not limited to, inland freight, ocean/air freight, customs charges, forwarder fees) to be prepaid by customer from the customer's door to our door.
  • Copies of all documentation must be forwarded to LWW immediately upon shipping. Documents include, but are not limited to:

    • Ocean/Air Bill of Lading
    • Packing List
    • Commercial Invoice

  • Any requests for Power of Attorney must be made to the shipper. Lippincott Williams & Wilkins will not honor requests for Power of Attorney.
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Wolters Kluwer / LWW Return Policy for Wholesaler/Bookstore Accounts Outside the United States and Canada

(Updated February 2016)

Returns Policy for Wholesalers & Retailers in the following areas: Asia, India, Japan, Middle East, Africa, Central & South America and the Caribbean (including Puerto Rico and USVI)

Please note: Australia and New Zealand customers who buy from Australia office should contact directly the Australia office at Lippincott Williams & Wilkins Pty Ltd. PO Box 725, Broadway, NSW 2007, Australia or by email to LWWcustservANZ@wolterskluwer.com

  1. Claims for short-supply, damaged, over-supplied or duplicated stock:

    • A. Must be received no later than ninety (90) days from the date of invoice. No credit will be issued for such claims if received by Lippincott Williams & Wilkins (LWW) after ninety (90) days from the date of invoice without exception.
    • B. Claims should be faxed with a copy of the original invoice to 1-301-223-2365 ATTN: LWW International Customer Service, or emailed with a copy of the original invoice to one of the following email addresses:

      MiddleEastAfrica@wolterskluwer.com
      CentralSouthAmerica@wolterskluwer.com
      Europe@wolterskluwer.com
      AsiaPacific@wolterskluwer.com

    • C. A return authorization will be faxed or e-mailed to the customer. The customer-completed returns authorization form must accompany shipment. The shipping charges for returning to LWW damaged, over-supplied or duplicated stock will be borne by LWW.

  2. Claims for mis-bound stock:

  3. Customers wishing to return overstocks of titles currently in print must:

    • A. Request permission to return by faxing 1-301-223-2365, ATTN: LWW International Customer Service or e-mailed to:

      MiddleEastAfrica@wolterskluwer.com
      CentralSouthAmerica@wolterskluwer.com
      Europe@wolterskluwer.com, or
      AsiaPacific@wolterskluwer.com

    • B. A return authorization will be faxed or e-mailed to the customer. The customer-completed return authorization form must accompany shipment.
    • C. Titles sold on special arrangements may not be returnable. This includes titles for which deep discounts were applied at time of original order. Books sent as samples to Book Fairs will not be credited if returned. We reserve the right to limit ALL in-print returns to a maximum of 20% of annual net turnover. There may also be regional limits to the quantities or dollar amounts of stock that can be returned for credit. Any questions should be referred to the LWW regional sales director with responsibility for your account.
    • D. LWW's regional sales Directors have final authorization of returns.
    • E. Returns of overstocks of titles currently in print will only be accepted up to 18 months after the date of invoice.

  4. CD-ROM products are only returnable if the package is unopened and received in re-saleable condition or if the CD-ROM is deemed to be defective due to a technical error.
  5. Customers wishing to return titles recently classified as out of print must also follow steps 3.A and 3.B above.

    • A. Such returns requests for out of print titles should be made separately from any other returns requests.
    • B. Please note that returns of out of print titles must be received in our distribution center within 90 days of receipt of the out of print notice. We will accept a maximum of 20% returns of the original quantity ordered in the form of covers and title pages (validated by sales manager) while any additional copies must be returned in the entire book format at customers cost.

  6. Returns of stock from wholesalers and retailers in the above listed areas are not allowed for any other reason, except as Lippincott Williams & Wilkins may expressly agree in writing.
  7. Authorized returns will only be accepted if they are delivered at the customer's expense, door to door freight pre-paid, to our Distribution Center. Customer will make arrangements for return shipments to LWW on the following basis:

    • A. The customer shall cause all return shipments to be shipped: DDP, Wolters Kluwer, Independence, Kentucky, USA, unless otherwise directed by LWW in writing. The full address of the Wolters Kluwer Distribution Center is:

      Wolters Kluwer
      10650 Toebben Dr
      Independence, Ky. 41051
      U.S.A.
      Attn: Customer Service
      Tel: 301-223-2300
      Fax: 301-223-2365

      All shipments must be made on Delivered Duty Paid terms (also known as DDP, in which the seller fulfills their obligation when the goods have been made available at the named place in the country of importation. The seller has to bear the risks and costs, including duties, taxes and other charges of delivering the goods thereto, cleared for importation). Under no circumstances shall any shipment be made on FOB, CFR or similar terms.

    • B. Shipment to be insured in the names of both the customer and Wolters Kluwer / Lippincott Williams & Wilkins.
    • C. Loss Payee Endorsement to read "Insured or Order".
    • D. Insurance coverage to be "All Risks" and at minimum, provide coverage equivalent to the London Institute Cargo Clauses (A) or Institute Cargo Clauses (AIR) plus War and Strikes (see attached documents).
    • E. Any deductible will be for the account of the customer.
    • F. Any requests for Power of Attorney must be made to the shipper. Lippincott Williams & Wilkins will not honor requests for Power of Attorney for return shipments.
    • G. The customer is responsible for ensuring returns are:
      1. Packaged in double-walled cartons with sufficient filler of good quality inside the cartons to ensure the goods do not shift and suffer damage during transit.
      2. Palletized so that cartons do not shift and suffer damage during transit.
  8. A certificate of insurance must be received within five (5) working days of shipment leaving customers warehouse. Certificate of insurance to be provided by email to one of the following addresses:

    MiddleEastAfrica@wolterskluwer.com
    CentralSouthAmerica@wolterskluwer.com
    Europe@wolterskluwer.com
    or AsiaPacific@wolterskluwer.com

  9. If upon receipt of a customer's insured return at LWW's Distribution Center damage to the return shipment is suspected (i.e. damaged containers, pallets, cartons; lack of sufficient packaging, including but not limited to returns not packaged in cartons, or cartons not containing sufficient filler so that goods do not shift), LWW will file the insurance claim and will hold the shipment in its Distribution Center pending necessary inspections. In such cases LWW will only issue credit to the customer for returns received in re-saleable, undamaged condition (as noted below) or for any damaged returns covered by an insurance settlement. Further, no credit will be issued to a customer until the relevant insurance settlement is received by LWW.

  10. Credit will only be issued when the following conditions are met in full:
    • A. Stock is returned in re-saleable, i.e. undamaged, condition. Re-saleable/Undamaged is defined as:
      1. no bent corners on covers
      2. no folded or soiled pages (dirt, fingerprints, bookseller stamps, glue, stickers, writing or markings of any kind)
      3. no torn covers or pages
      4. no frayed, scuffed or worn covers
      5. no broken, bent, folded or creased spines
    • B. Stock is returned along with a copy of the return authorization. Stock must not be returned prior to Lippincott Williams & Wilkins issuing and the customer receiving authorization as described in 3.B above.
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