Lina - Lonely Planet Shop
posted this on September 09, 2010 02:17 AM
My book is damaged or defective
Bent pages, smudged ink, upside down cover, cracked disk? Every book is checked before it is packaged up to send, but occasionally a defective product slips thorough. If a book you've purchased from our online shop is defective, please contact us straight away and we will arrange for a replacement or refund where necessary. Where a parcel has been damaged in transit, you'll need to contact the postal carrier and register your claim first, then contact us.
Please note that if your damaged or defective book was purchased in a bookshop, you'll need to take it back to the same retailer for your replacement. If this is not possible, please contact us and we'll be happy to help.
I'm unhappy with my purchase
If your purchase is not as described on the Lonely Planet website, we can sometimes offer an exchange on the goods or a refund where necessary. Please note that where the products were purchased as part of a promotion (eg. 3 for 2, percentage discount or similar), the refund amount will be calculated against the terms of the offer and postal charges will not necessarily be refunded.
If you're unhappy with your purchase (other than where the product is damaged/defective, or where it is not as described on our site), then contact us within 10 days of receiving your goods. We will review your request and get back to you within three working days.
Change of mind policy
We understand that things don't always go according to plan so we are happy to consider an exchange on guidebooks should your travel arrangements change. Please contact us within 14 days of receiving your books and we will arrange the delivery of your revised order. Please note that in these cases all postage costs incurred are the responsibility of the customer, and it is essential that the book is returned to us in a resalable condition.
Please note that we are unable to offer a 'change of mind' exchange or refund on digital products such as PDF chapters which have already been downloaded.
Digital guidebook and bundle purchases
In the Lonely Planet online shop we go to every effort to provide information about our digital PDF chapters for you to review before you make your purchase - this includes file size specifications, chapter descriptions and preview PDFs for each product. It's your responsibility to make sure that you are buying the right content, and if you are unsure we recommend that you contact us with any questions you may have before you proceed.
Once you have downloaded digital content it is considered delivered - just like a book arriving in your letterbox - and therefore the policies detailed above will also apply.
The terms around our specially priced Book + PDF eBook bundles are as above, and that once the digital content has been delivered, any cancellation of the print component will be minus the full digital price. In other words, if you order the bundle then decide you don't want the book, you will be charged the regular RRP of the digital guide and refunded any difference.
If you have received a digital content link but not downloaded it, and you are seeking an exchange/refund, please contact us and we will review it on a case by case basis.
When buying digital PDF chapters, it's important to be aware of a few things:
A full book digital guide will be delivered as individual chapter files, and not a single PDF file.
Content changes from edition to edition, so use the previews to determine if you are making the right choice.
Download and save your files before you hit the road, because you can't count on getting a good internet connection wherever you go!