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Merchandise Return Center

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, and CD-ROMs may be returned, unopened, for a full refund.

This service is only available within the United States. If you have any questions on returning merchandise, please contact Customer Service through the Online Help Center. If you purchased your book, software, videos or CD-ROM from a retail location, please contact them regarding their return policy.

2 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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LWW Return Policy for Reseller Accounts in the United States and Canada

(Updated February 9, 2007)
  1. Wolters Kluwer Health will accept overstock and products with manufacturer’s defects of Wolters Kluwer Health publications from U.S. and Canadian bookstore accounts during the life span of an edition and for one hundred and eighty calendar days (180) after an edition has been declared by Wolters Kluwer Health to be superseded or out of print.

    • Returns are only allowed for products purchased directly from Wolters Kluwer Health USA.
    • Customers are urged to regularly check the Wolters Kluwer Health website www.lww.com/outofprint for updates to our Out of Print list.
    • All returns must be in condition to be resold as new. Credit will only be issued when the overstock is returned in re-saleable – i.e. undamaged – condition.
    • Products with manufacturing defects are accepted for return regardless of date purchased. Please detail the nature of the defect on your packing slip.
    • Returned products not meeting the above conditions will not be credited and will be returned to the customer at the customer's expense

  2. Re-saleable/undamaged condition is defined as:

    • No bent or torn corners on covers
    • No folded or soiled pages (dirt, fingerprints, bookseller price labels, glue, stickers, writing or markings of any kind)
    • No torn covers or pages
    • No frayed, scuffed, soiled or worn cover
    • No broken, bent, folded or creased spines
    • No missing components - including but not limited to CD’s, DVD’s, and/or access codes
    • No credit will be issued for Value-Pak packages if the shrink-wrapping has been removed.
    • Multimedia, including software in the form of floppy disks, CD-ROMs, DVDs, video and audio tapes and CDs, plus PIN codes for Internet access, are ineligible for returns credit if the sealed packaging is opened, the pin code has been accessed, or the components included in the back of the book are missing or the associated packaging has been opened.

    Returned products exhibiting any of the above conditions will not be credited and will either be returned to the customer at the customer’s expense or destroyed.

    Written disposition instructions must be received from the customer within 10 days of the date of the Wolters Kluwer Credit notice of credit rejection.

    In the absence of written customer instructions, Wolters Kluwer Health reserves the right to destroy the associated inventory without liability.

  3. Wolters Kluwer Health does not require permission to make a return; however all customer returns must be accompanied by a full packing slip as well as the proper supporting documentation. Wolters Kluwer Heath defines the proper returns documentation as including all of the following:

    • A copy of the original invoice OR a packing slip that properly references the original invoice by including the original invoice number and date, customer’s purchase price, ISBN, author name, title and quantity being returned, and number of cartons included in the return shipment
    • The reason for return. (e.g. – overstock, out of print, manufacturing defect, etc.)

    Returns without supporting documentation or with incomplete supporting documentation will not be credited and will be returned to the customer at the customer’s expense.

  4. Liability for product damaged in transit resides with the customer’s designated carrier. Product is shipped from the Wolters Kluwer Health Distribution Center and our binderies in mint condition. Wolters Kluwer Health will not accept financial or operational responsibility for any transit damage unless the carrier selection has been made by and paid for by Wolters Kluwer Health or its designated agents.

    In the event that Wolters Kluwer Health or its designated agent assigned the carrier, claims for products received from Wolters Kluwer Health in damaged or un-saleable condition must be made in writing within forty-five (45) calendar days from invoice date.

  5. Return freight charges are the customer’s responsibility. Returns will only be accepted if they are delivered at the customer's expense, door to door freight pre-paid, to the Wolters Kluwer Distribution Center in Hagerstown, MD. Our Distribution Center address is as follows:

    Wolters Kluwer Health Distribution Center
    16522 Hunters Green Parkway
    Hagerstown, MD 21740

    No returns will be accepted at any other Wolters Kluwer Health location.

    Returns sent to our Distribution Center via collect or billed to Wolters Kluwer Health will be refused and returned at the customer’s expense.

  6. Claims for incorrect shipments, short-supplied or duplicated stock must be received no later than forty-five (45) calendar days from the date of the Wolters Kluwer Health invoice. Claims must be filled in writing and include copies of the supporting transaction documentation.

  7. Customers must report their claims for Wolters Kluwer Health publications damaged in transit directly to their preferred carrier

  8. Returned product must be packed with sufficient and appropriate packing/dunnage material to prevent transit damage.

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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. 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:
    Lippincott Williams & Wilkins
    16522 Hunters Green Parkway
    Hagerstown, Maryland 21741

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LWW Return Policy for Individual Accounts Outside the U.S. & Canada

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

      Lippincott Williams & Wilkins
      16522 Hunters Green Parkway
      Hagerstown, MD 21742 USA

      Tel: 1-301 223 2300
      Fax: 1-301 223 2365

  4. All shipments must be made on DDP (Delivered Duty Paid - 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) terms. 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.
  5. 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

  6. Upon arrival of the shipment in the United States, customer's freight forwarder is to notify:

      7. Customer Service
      Tel: 1-301 223 2300
      Fax: 1-301 223 2365

  7. 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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LWW Return Policy for Wholesaler/Bookstore Accounts Outside the United States and Canada

(Updated May 2003)

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

  1. Claims for damaged, over-supplied or duplicated stock:
      A. Must be received no later than sixty (60) days from the date of invoice. No credit will be issued for such claims if received by Lippincott Williams & Wilkins (LWW) after sixty (60) days from the date of invoice without exception.
      C. A return authorization will be faxed or e-mailed to the customer, with authorization label (to be attached to all cartons) that can be duplicated by the customer. Shipping charges for returning to LWW damaged, over-supplied or duplicated stock will be borne by LWW.
  2. Claims for mis-bound stock:
      3. A. May be returned for credit as long as the title remains in print.
      B. Claims should be faxed to 1-301-223-2365, ATTN: LWW International Customer Service or e-mailed to customerservice@lww.com. The customer should also fax copies of the original invoice(s).
      C. A return authorization will be faxed or e-mailed to the customer, with authorization label (to be attached to all cartons) that can be duplicated by the customer. Only covers, spines and title pages need to be returned. Shipping charges for returning to LWW mis-bound stock will be borne by LWW. Return must be in route to LWW within 30 days of authorization.
  3. Customers wishing to return overstocks of titles currently in print must:
      4. A. Request permission to return by faxing 1-301-223-2365, ATTN: LWW International Customer Service or e-mailing customerservice@lww.com.

      1. List ISBN, Author, Title, Edition, Quantity and Invoice Number(s). Invoice numbers supplied must cover all titles being returned.
      2. Supply copies of all relevant invoices.

      C. Titles sold on special arrangements may not be returnable. 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.
  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.
      6. 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. Only covers, spines and title pages need to be returned.
  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 with the authorization label attached to the outside of each carton of the return shipment.
  8. Customer will make arrangements for return shipments to LWW on the following basis:
      9. A. The customer shall cause all return shipments to be shipped:
      DDP, Lippincott Williams & Wilkins, Hagerstown, Maryland, U.S.A., unless otherwise directed by LWW in writing. The full address of the LWW Distribution Center is:

      Lippincott Williams & Wilkins
      16522 Hunters Green Parkway
      Hagerstown, Maryland 21741
      U.S.A.
      Attn: Customer Service
      Tel: 301-223-2300
      Fax: 301-223-2365

      All shipments must be made on DDP (Delivered Duty Paid - 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) terms. Under no circumstances shall any shipment be made on FOB, CFR or similar terms.

      B. Shipment to be insured in the name of both the customer and Lippincott Williams & Wilkins.
      C. Loss Payee Endorsement to read "Insured or Order".
      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.

  9. A certificate of insurance must be sent by courier to LWW International Customer Service and received within five (5) working days of shipment leaving customer's warehouse. Please courier to:

      10. Lippincott Williams & Wilkins
      16522 Hunters Green Parkway
      Hagerstown, Maryland 21741
      U.S.A.
      Attn: Customer Service
      Tel: 1-301-223-2300
      Fax: 1-301-223-2365

  10. 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 (see 11.A 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.
  11. Credit will only be issued when the following conditions are met in full:
      12. 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.
  12. LWW International Customer Service will inform the customer by fax or e-mail of the total value of a return after it is received at our Distribution Center and processed.
      13. A. If any titles are received in damaged condition or the title has been out of print for more than 90 days and credit is therefore not issued, the customer will be likewise informed.
      B. The customer will be asked by e-mail or fax if the damaged portion of the return is to be returned to the customer or destroyed. If no response is received from the customer within five (5) working days, the damaged portion of the return will be destroyed and no credit will be issued to the customer. If requested, LWW will ship damaged portions of returns back to customers collect via the customer's US freight forwarder, or by ocean freight collect, at the full discretion of and with no liability to Lippincott Williams & Wilkins.

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