16th edition

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Ethnologue > Publications Catalog > Returns Policy

SIL International Publications
Returns Policy

Please read carefully as failure to follow instructions could result in having your refund claim denied.

You may return most new, undamaged items distributed by us within 30 days of delivery for a full refund, provided your account is current with us. Please note the following:

• Contact us for instructions before you ship back any product. PRE-AUTHORIZATION IS REQUIRED.
• If you are returning an item due to our error, then we will provide a full refund and pay for the return shipping (provided you ship according to our instructions).
• If you are returning an item for any reason other than our error, , the return shipping will not be refunded.
• Items should be returned in original condition and packed appropriately to avoid damage to the product during shipment.
• Do not ship any product back without our pre-authorization number on the package.

Calculating Your Refund

For returns after 30 days from delivery, provided your account with us is current, you may be entitled to a partial refund. The following conditions and exceptions apply:

Full refunds:

For returns within 30 days of delivery, provided your account is current with us, you may be entitled to a full refund on most new, undamaged items distributed by us. (Resellers only within 60 days of delivery.)

Partial refunds:

For returns after 30 days from delivery, provided your account is current with us, you may be entitled to a partial refund on most new, undamaged items distributed by us. The following conditions and exceptions apply:

• Any book that has obvious signs of use: 50% of item's price.
• No refunds on software, media or downloads.
• Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: up to 50% of item's price at our discretion.
• Any item in original condition, returned after the 30 day period, may be refunded according to the following schedule:
• 30 to 60 days, 75% of item's price
• 60 to 90 days, 50% of item's price
• After 90 days, no refund will be made
• We reserve the right to refuse the amount of credit or refund for items not in original condition.

Receiving a Refund

• Your refund will be processed after receipt of the returned product.
• Allow up to four weeks for your refund to arrive.
• This period includes time for:
• Shipment to us
• Processing the return
• Issuing the refund and receipt by your bank or credit card company
• We'll notify you via e-mail of your refund once we've received and processed the returned item(s).
• Please allow sufficient time for your institution to note your refund. If the refund does not appear in your account within 4 weeks from the day you sent us your return, contact us for help.

How Refunds are Issued

If you paid by credit card, your refund will be made to your credit card account.

If you paid by check, a check will be issued to you for the allowable refund amount.

Product-Specific Return Policies

Non-Returnable Items

We do not accept returns of the following items:

• Any product missing the serial number
• Downloadable products of any sort
• Special order items and archive reprints

Exchanges

Please note that the same conditions under "Calculating Your Refund" apply to your Exchange.

• If you received a faulty item and need to exchange it for the same item, email or call us to request a replacement.
• If you would like to exchange an item for a different one, please contact us for instructions prior to returning the original and placing another order.
• If you exchange your item for one at a lower purchase price, you will be refunded the balance of your payment.
• If you exchange your item for one at a higher purchase price, you will be billed for the balance.
• Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center.

Contact Information

You may contact us by phone, fax, email or through our website.

Rev: November 2011