Cancellation & Return Policy

Digital Products:

Electronically delivered products are not returnable or refundable. This includes:

1. eBook Purchases
2. PG Focus Subscriptions

If you have purchased the wrong product, please submit a Support Ticket from our Website Homepage.

Print Products:

PanGlobal materials will be accepted for return within the following timeframes only:

1. Retail Textbook Customer: 30 Days following Delivery Date
2. Educator/Approved Textbook Reseller: 180 Days following Invoice Date

CONDITIONS

Printed material returns will be accepted only if all the following conditions are met:

1. Materials in new condition, with cellophane wrap intact.
   1. Instant Access:
      1. Products provided instant access follow our established refund policy. Access provided to online resources will be revoked once a return request is initiated.
   2. Textbook Username & Password have not been used to access online resources
2. Materials returned in original shipping box or packaging as purchased
3. Sets include Notice to Reader, where applicable.
4. No returns will be accepted for Custom Products.

Upon approval of the conditions above, please prepare returns as follows:

1. Select Signature Required for the Return Shipment
2. Provide Return Shipment tracking details to pgorders@panglobal.org
3. Shipping costs for returned items are the customer's responsibility.

CANCELLATION & RETURN FEES

A Return Fee is applied to all returns to cover warehousing & credit card charges.

1. Orders cancelled prior to shipping are subject to a 10% cancellation fee of the unit price originally charged.
2. Purchase Order customers (i.e., Approved Educators and Resellers) will be credited for returned items minus 20% of the unit price originally charged.
3. Credit Card purchases for textbooks (online or phone orders) will be refunded for returned items minus 20% of the unit price originally charged.

Discounts apply to whole Collections only and cease to apply when items from a collection are returned. For returns of items from Collections purchased at a discount, refunds will be calculated as follows:

1. The refund for returned items will reflect the discounted price.
2. The full retail price on the purchase date will be applied to unreturned items in the collection.
3. The difference between the full retail price and the discounted price for unreturned items will be calculated.
4. This difference will be deducted from the refund, along with all return fees.
5. Refer to Terms of Use & Return Guidelines for further information.

RETURNS PROCESS

NOTE: Customers who purchase products by Purchase Order will have their refund credited (only) to their PanGlobal Account.

1. You may request a product Return only when the products have been Shipped or Delivered. In any other case please call Customer service Tel: 1-866-256-8193
2. Login into your account.
3. Open "My order" page.
4. On "My order" page, allocate the order with the product to return.
5. On chosen order click "More details" button to open "Order details" page.
6. On "Order details" page find "Product Return Form".
7. Fill in "Product Return Form" and click the "Submit" button at the bottom of the form.
8. Once the form is received at PanGlobal, the return fees will be calculated, and the Return Form will be assessed to ensure it meets the Return Policy timeframe and policy.
9. If the Return Form is not approved, the customer will be contacted with details.
10. Once PanGlobal has approved the return, the customer will be emailed a PanGlobal Return Authorization Number to be included within the Return Address.
11. Return shipments must be received within 30 days of PanGlobal providing the RA# to the customer. Failure to do so may result in refusal of your refund request.
12. Once the physical items have been received at PanGlobal warehouse and confirmed in satisfactory condition (see conditions above), PanGlobal will process a credit or refund, minus return fees, within 30 days of the return.

Address for all returns:

PanGlobal RA#: #####

Attn: Shipping & Receiving

Unit 11, 1339 40th Avenue NE

Calgary, AB T2E 8N6