My book is damaged or defective
Bent pages, smudged ink, upside down cover, cracked disk? Every product is checked before it is packaged up to send, but occasionally a defective product slips thorough. If a product you've purchased from our online shop is defective, please contact us within 14 days and we will arrange for a replacement or refund as 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 product was purchased through an alternative retailer (eg. a book 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.
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 appropriate. For partial returns, refund amounts will be calculated against any discounts claimed at the time of ordering (eg. 3 for 2, percentage discount or similar). 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 14 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 can consider an exchange on guidebooks in some circumstances - we do not, however, provide refunds in these instances. Please contact us within 14 days of receiving your books if you would like to seek an exchange. 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 resaleable condition. It may also be necessary that we receive the unwanted books back before sending out any replacements.
Please note that we are unable to offer a 'change of mind' exchange or refund on ebooks 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 ebooks 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 + ebook bundles are as above, and 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 ebooks, it's important to be aware of a few things:
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!
For further information on our Returns Policy, please refer to the Lonely Planet Terms and Conditions policy.