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Help: Damaged, Defective or Incorrect Items

Damaged or Defective Items

We endeavour to ensure that all orders we ship are well packaged. However, on rare occasions damage will be sustained to packages in transit.

We will also never knowingly ship a defective item to a customer. However, sometimes we will fail to detect that a distributor has sent us a defective item and inadvertently ship it.

If you receive a damaged or defective item from us, please contact us immediately and we will work to resolve the matter as quickly as possible.

Please do not return an item without contacting us first (for more information, see Returning an Item).

Incorrect Items

On very rare occasions, customers may receive incorrect items in place of the ones they have ordered. This is usually due to one of two reasons:

  • Product description errors
  • With over 5 million products available for purchase on our website, for product descriptions we rely on the data provided to us by distributors and other third parties.

    We work to ensure this information is as accurate as possible, but there are occasionally errors. For example, a paperback edition of a book may be wrongly described as a hardcover, or the list of additional components included with a university textbook may be wrong. Such errors are promptly corrected when discovered.

  • Warehouse pick errors
  • The efficiency and accuracy of operations in our fulfilment centres is a very high priority for us. However, on rare occasions errors can be made, resulting in the wrong items being sent to customers.
If you receive an item from us that does not match the one you ordered, please contact us immediately and we will work to resolve the matter as quickly as possible.

Please do not return an item without contacting us first (for more information, see Returning an Item).