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 purchased your product directly from LWW and it does not meet your expectations, you may return it. Please see our policy and steps for returning below.

If you purchased an LWW product from a retail location (school bookstore, Amazon, etc.) and not directly through us, you must contact that retailer to process your return/refund.

If you have a registered account on shop.LWW.com you can submit a return request online! Log in and follow these instructions:

  • Click on My Account > Order History
  • Find and select the order for which you’d like to request a return. If the item is eligible for return, the Return Item link will be available.
  • Click Return Item and complete the required information and submit your return request.
If your order history is empty, contact Customer Service to have your account number added to your online account.

Books

You may return your book within 30 days for a full refund. Please note your book will be ineligible for return if any access code has been scratched off (activated or not). Please follow the physical return instructions below.

POD (Print on Demand)

Print-on-demand titles are not returnable or refundable.

Journals

Your subscription may be cancelled entitling you to a refund for all un-mailed issues. Please contact Customer Service to request a cancellation.

If you have a registered account on shop.LWW.com you can submit a cancellation request online! Log in and follow these instructions:

  • Click on My Account > Subscriptions
  • Find and select the subscription for which you’d like to request cancellation. If the item is eligible for cancellation, the Cancel link will be available.
  • Click Cancel and complete the required information and submit your return request.

If your subscription history is empty, contact Customer Service to have your account number added to your online account.

Digital Products (CoursePoint, Vitalsource eBooks, PrepU, vSim, etc.)

Your digital product may be eligible for a full refund if requested within 14 days of the activation date AND if there has been no usage on the product. Please call, email or chat with Customer Service to request a refund.

Software/Video Access Codes (Aclands, Bates Visual Guide, etc.)

You may return software/video access code(s) if it is unopened, without activation or installation. Please follow the physical return instructions below.

Downloadable Products (Stedmans, etc.)

Downloadable products are not returnable or refundable.

For physical product returns, please follow these three easy steps:

1. Download a pre-printed mailing label (.pdf format)

2. Please include the invoice/packing slip for the products you are returning inside the package. This will allow us to easily locate your account and the order you are returning. You can print your invoice here. If you do not have your invoice and you are unable to print it, please include the name associated with the order, the complete shipping address and a contact phone number so we can properly credit your account.

3. Affix the courtesy return label securely to your package and mail it from your local post office.

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 Retail, Distribution, and School Accounts in the United States

(Updated January 2024)

Claims for incorrect shipments, short-supplied, damaged, or duplicated stock must be received no later than ninety (90) days from invoice date.

  • Claims should be made by calling LWW Customer Service at 877-832-5919 or by email to bookstores@lww.com (for retailers) and educsales@lww.com (for schools).
  • All items being returned must include the following information in each box:
    • Packing list
    • Copy of the chargeback or claim paperwork including billing account number, original order number, title of the item(s), ISBN(s), and quantity of each being returned
  • Wolters Kluwer does not require a returns authorization for incorrect shipments, short-supplied, damaged or duplicated stock ** see below for returns authorization process that is needed for overstock returns.

Returning damaged products:

  • If you received a damaged or unsaleable product in your order, your return must be made within ninety (90) days from the invoice date.
  • When reporting damaged products, please supply photos (if possible) of the damages to the products and the boxes they were delivered in. Please also include the tracking numbers. You can send this to bookstores@lww.com (for retailers) and educsales@lww.com (for schools).
  • Packing slip/invoice included with return must be clearly marked "received in damaged condition."
  • Collect shipping account customers must report their claims for LWW publications damaged in transit directly to their preferred collect carrier.

Returning overstock products:

Returns will be accepted, and credit will be issued if the following conditions are met:

  • Items must have been purchased directly from LWW
  • Returns will be accepted if within twelve (12) months from the date of purchase
  • Returns must include original invoice number (to be included in each box returned)
  • We will also accept returns for out-of-print titles for a period one hundred and eighty (180) days after an edition has been declared by LWW to be superseded if the original purchase falls within the above twelve (12) month period as noted above.
  • Packages/Bundled Products – may only be returned if the tape on the original carton is undamaged and the box has not been opened. Packaged/Bundled product where the tape has been cut/removed/box opened WILL NOT BE CREDITED.
  • Please refer to the Retail Toolbox to see a list of out-of-print titles (https://shop.lww.com/outofprint).
  • All items being returned must include the following information in each box:
    • Packing list
    • Copy of the chargeback or claim paperwork including billing account number, original order number, title of the item(s), ISBN(s), and quantity of each being returned
  • NEW Effective March 1, 2024 - Wolters Kluwer requires a returns authorization number (RA#) on overstock returns.
    • To get a returns authorization (RA) number:
      • Call 800-441-4526 or email bookstores@lww.com to receive a returns authorization form via email to complete and submit.
      • You will need to provide:
        • Account Number
        • Customer Reference number such as chargeback number, PO number, etc.
        • Original invoice number
        • A spreadsheet or document listing:
          • ISBN of product
          • Quantity being returned
          • Product price
          • Original order numbers
  • Overstock returns will only be accepted if they are delivered at the customer's expense, door-to-door freight pre-paid, to our distribution center.
  • Credit will only be issued when the overstock is returned in re-saleable, undamaged condition with RA # included. All returns must be made to the below address. Wolters Kluwer Health is not responsible for any returns not sent back to our distribution center located at the address below. Should a return be sent to the wrong address it is the responsibility of the customer to contact the shipping company or distribution center where the return was sent. Credit will not be issued for books not received in our distribution center:
    • Wolters Kluwer
      10650 Toebben Dr.
      Independence, Ky. 41051

  • Re-saleable/undamaged condition is defined as:
    • no bent corners on covers
    • no folded or soiled pages (dirt, fingerprints, bookseller stamps, glue, stickers or markings of any kind)
    • no torn covers or pages
    • no frayed, scuffed or worn covers
    • no broken, bent, folded or creased spines
    • software, videos, CD-ROMs, digital access codes in original sealed condition
    • access code inside front cover has not been scratched off (activated or not)
    • Packages/Bundled Products – may only be returned if the tape on the original carton is undamaged and the box has not been opened (and the return falls within the above twelve (12) month returns window). Packaged/Bundled product where the tape has been cut/removed/box opened WILL NOT BE CREDITED.
    • Returned products not meeting the above conditions may not be given appropriate credit.

Returning digital products:

Shipped access codes in shrink-wrap packaging are non-returnable/refundable if shrink-wrapping is opened or damaged. Credit will be given for Product(s) purchased directly from LWW for a period of twelve (12) months after the date of purchase with proper invoice information as noted above; otherwise, Products will not be credited.

Returns for electronic codes are eligible if they have not been activated, were purchased directly from LWW, and are returned within twelve (12) months after the date of purchase with proper invoice information. E-mailed access codes should be emailed back to bookstores@lww.com (for retailers) and educsales@lww.com (for schools). Include the un-activated codes, the chargeback/claim paperwork showing the billing account number, the original order number, title, ISBN, and quantities being returned. We will confirm codes received have not been activated and a credit will be issued to the billing account. Codes that have been activated are considered used and cannot be returned for credit.


Wolters Kluwer / LWW Return Policy for Bookstore Accounts in Canada

(Updated September 2022)

  • Please visit Login Brothers Canada’s Bookstore Returns Policy at www.lb.ca/returns.

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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."

Preauthorization by LWW is required before you make any return. For approval call 877-832-5919 or email bookstores@lww.com. Once the return is approved, a replacement order will be sent for the damaged/defective product. You need to include a copy of the LWW invoice or invoice number for the original sale of all LWW product(s) being returned. The documentation must be enclosed with the returned product(s). LWW will not accept returns of electronic media titles if the shrink-wrapping has been opened or damaged. Returns will only be accepted if they are delivered to our distribution center at the address below:

  • 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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