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 or visit the Support tab on the home page of our website.

Print Products

We accept printed PanGlobal materials 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 FOR RETURN

We accept printed material for return only if all of the following conditions are met:

1. Materials are in new condition, with cellophane wrap intact
2. Textbook username and password have not been used to access online resources
3. Materials are returned in their original shipping box or packaging
4. Returned sets include Notice to Reader, where applicable

Please note:

1. Custom products cannot be returned.
2. Products that provide Instant Access follow our established refund policy. Access provided to online resources will be revoked once a return request is initiated.

CANCELLATION AND RETURN FEES

A return fee is applied to all returns to cover warehousing and credit card charges.

1. Orders cancelled before they are shipped 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 and deducted from the refund, along with all return fees.

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 after the products have been shipped or delivered. In any other case please call Customer Service at 1-866-256-8193.
2. Log into your account.
3. Open the "My order" page.
4. Select the order with the product to return.
5. Under your chosen order, click "More details" to open the "Order Details" page.
6. On the "Order Details" page find "Product Return Form".
7. Fill in the "Product Return Form" and click "Submit" at the bottom of the form.
8. Once PanGlobal receives the form, we calculate the return fees and assess the return form to ensure it meets the Return Policy.
   1. If the return form is not approved, PanGlobal will contact the customer with details.
9. Once PanGlobal has approved the return, the customer will be emailed a PanGlobal Return Authorization Number (RA#) to be included within the return address.
   1. Return shipments must be received within 30 days of PanGlobal providing the RA# to the customer. Failure to meet this requirement may result in the refusal of your refund request.
10. Include the following steps when shipping your return back to PanGlobal, and note that shipping costs for returned items are the customer's responsibility.
    1. Select Signature Required for the return shipment
    2. Provide tracking details for the return shipment to pgorders@panglobal.org
11. Once the items have been received at PanGlobal’s warehouse and confirmed to be in satisfactory condition (see Conditions for Return), 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 1, 1339 40th Avenue NE

Calgary, AB T2E 8N6