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OXFORD UNIVERSITY PRESS CANADA RETURNS POLICY

Effective from 1st May 2020

            

Oxford University Press has a returns authorization process, allowing us to process your returns more efficiently and save you the expense of returning any product that is not eligible for credit.  Formal authorization must be given by OUP prior to any goods being returned. This policy applies to all undamaged goods (i.e. goods that are in resalable condition) for which authorization to return is being sought from OUP in Canada.

 

Please ensure that your staff is familiar with the conditions detailed below.  We will only accept returns that are made in accordance with the terms of this policy.

 

Returns Management Authorization

The following conditions must be fulfilled for all returns:

  1. Requests for all Oxford University Press returns should be forwarded via e-mail to ourCustomer Service department at service.ca@oup.com. With every return request we require a Customer Account Number, Invoice Number, ISBN Number and quantity to be returned. This information will be keyed into our system and a Returns Authorization will be sent to you within 3 business days.
  2. Any request for authorization which does not contain all the relevant information may be delayed or rejected
  3. Once your return has been authorized, it can be sent directly to our distribution centre at the address below.
  4. Products returned but not approved by OUP Canada will be returned to the customer at their expense.
  5. Goods must be received by OUP within 2 months of the date of the returns authorization. If not, the return authorization will expire, and reauthorization to return is required.
  6. The products to be returned must be the complete product as supplied by OUP (i.e. titles bought as part of a pack or multivolume set cannot be returned individually) unless specifically authorized by OUP.
  7. Goods must be returned with a copy of the official OUP return authorization issued by Customer Service.
  8. Clearly complete return labels, including the number of cartons (e.g. 1/1 or 2/3 etc.) and enclose the returns paperwork in Box 1 and mark the carton ‘paperwork enclosed’. The weight of individual cartons must not exceed 14kg/30 lbs.
  9. Return delivery costs are the responsibility of the customer.
  10. Only 10% of custom printed titles may be returned.

 

Form of Credit for Returns

 

     OUP Canada does not issue cash refunds for returns. If the return meets the conditions above, OUP Canada will issue credit to be applied against future orders from OUP Canada.  Only accounts in good credit standing (as determined by OUP’s Credit department) will be eligible for a returns credit.

 

 

Products You May Return:

  1. Oxford University Press or our agencies' materials provided they have not been replaced by a new edition.
  2. Products must be received in mint, saleable condition. Product that is shop-worn, stickered, or stamped by the customer, or in an otherwise unsalable condition, will not be accepted for credit and will be returned to the customer at its expense.
  3. Superseded editionsof college textbooks must be returned within thirty (30) days of the publication of a new edition or no credit will be allowed. Customers will receive a monthly notification in the mail alerting them to products purchased by them that are now out of print or available in a new edition.
  4. Defective materials shipped in error or books received in damaged condition - please contactCustomer Service within thirty (30) days of receipt. Customer Service will issue a Returns Authorization identifying the reason for the return and will make any necessary arrangements. In the case of short shipments, notification must also be sent to Oxford University Press Canada within thirty (30) days of receipt.
  5. Cassettes, videos, CDs and DVDs can be returned only if defective, and should be returned immediately upon receipt for replacement or credit.
  6. Goods which are not authorized for return and are sent to OUP Canada will not be credited and may be destroyed.

            

Products You May Not Return:

    1. No product may be returned after twelve (12) months from date of original invoice.
    2. Books purchased as remainders or on a non-returnable basis .
    3. Shrink-wrapped packages will only be accepted for credit if they are returned in their original, unopened packaging.
    4. Reproducible Teachers Materials.
    5. Digital Products and Online Subscriptions.
    6. Only 10% of custom printed titles may be returned.

 

Returns Extension Requests: 

Extension requests for OR/OP titles, should be forwarded to our Customer Service department. Requests will be reviewed on a case-by-case basis. Once reviewed the appropriate paperwork will be faxed/emailed to the customer.

Paperwork for all Oxford University Press extension and return requests should be forwarded to our

Customer Service Department 
Phone: 1.800.387.8020 (Press 3)
Fax:   1.800-665-1771
Email:  Customer.Service.ca@oup.com

 

Where To Send Returns:
Weight of each carton must not exceed 14kg/30 lbs or the carton will be refused. 
Shipments are made at the sender's own risk, and must be wrapped securely and forwarded prepaid to:

Oxford University Press Returns Dept.
1925 Williams Parkway East, Unit 4
Brampton, ON
L6S 2M3

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