Returns Policy
Making sure that our customers are 100% satisfied is the number one priority of NSAI. We will always strive to provide you with the best possible customer service at all times. We know that having to return a product can be frustrating and annoying. If you do experience any problems with the Standards or other products you have bought, we've created a very simple procedure so you can get it sorted out with the least amount of inconvenience.
Faulty Or Damaged Goods
(i) Hardcopy Standards
If your purchase was damaged or faulty when you received it we will gladly offer to replace the item with an undamaged one. Where applicable we will pay return postage, and will ship them back to you freight free.
(ii) Downloaded PDF Files
If your purchase was damaged or faulty when you received it, we will gladly offer to replace the item with an undamaged one. For Standards downloaded as PDF files there is nothing physical to return to us. Where a downloaded file is faulty, we will replace it and ask that you return the faulty file to us by e-mail. We will also ask that you delete the file from your computer.
Incorrectly Supplied Goods
If we sent you something that you didn't order, sent you the wrong thing, or sold you something that doesn’t match its description, we'll be more than happy to exchange them for the correct goods, or will offer you a refund.
(i) Hardcopy Standards
Where applicable, NSAI will pay for the goods to be shipped back to us, and will cover the cost of postage for goods being exchanged.
For hardcopy Standards being returned for exchange, all that we ask is that they are returned to us in their original condition so that they can be re-sold. Regrettably if they have been damaged by you, or have been damaged through use, we will not be able to accept their return.
(ii) Downloaded PDF Files
Where a downloaded file is supplied incorrectly, we will replace it with the correct one, and ask that you return the incorrect file to us by e-mail. We will also ask that you delete the file from your computer.
What If You Change Your Mind?
Regrettably, NSAI will not normally offer to refund or allow you to return Standards if you simply change your mind, or if you just don’t want them any more.
Our catalogue, and trained Customer Service Centre and Information Services staff provide a wealth of information about our Standards and other products to help you make an informed decision before you buy.
As a business that deals almost solely with intellectual property, or ideas, we need to safeguard this to the best of our ability. This is our most valuable asset. The true value of a Standard is not the paper and ink that makes up the book in a physical sense, but the knowledge that is contained and the knowledge that you obtain from reading it.
The difference between our intellectual property (which is intangible) and other tangible goods, is that once Standards have been read they have effectively been consumed. Once read, it is not possible to return that knowledge to us.
Most tangible products however, like clothing for example, are able to be returned for resale, with the original customer no longer enjoying the benefits of that piece of clothing. This is not the case with intellectual property like that which is contained in Standards.
Procedure For Returning Orders
(i) Hardcopy Standards
Where goods supplied are faulty or damaged, or have been incorrectly supplied we will gladly accept their return. Returned goods must be accompanied by a Return Material Authorisation (RMA). You can Contact Us to apply for an RMA from the Returns Officer in our Customer Service Centre.
(ii) Downloaded PDF Files
For Standards downloaded as PDF files there is nothing physical to return to us. Where a downloaded file is faulty, we may ask that you return the file to us by e-mail. We will also ask that you delete the file from your computer.
(iii) Returning Overseas Orders
Purchasing hardcopy Standards internationally is exactly the same as purchasing in the UK. If you wish to apply for an Return Material Authorization (RMA), please Contact Us.
Refunds
(i) Hardcopy Standards
A refund will only be provided if we have agreed to you returning the product and issued you with a Return Material Authorization (RMA). We will reimburse you by the same method of payment, eg:
If you paid using your Standards Subscriber credit account, we will re-credit that account,
If you paid using your credit card, we will re-credit your card account,
If you paid by cheque, we will gladly send you a cheque refund,
If you paid by cash though, for your security we will send your refund as a cheque.
(ii) Downloaded PDF Files
For Standards downloaded as PDF files there is nothing physical to return to us. However you must return the electronic file to us by e-mail. We will also ask that you delete the file from your computer. Where we have agreed to provide you with a refund we will reimburse you by the same method of payment, eg:
If you paid using your Standards Subscriber credit account, we will re-credit that account,
If you paid using your credit card, we will re-credit your card account.
Order Cancellation
We now produce the great majority of our 6,500 paper Standards using print-on-demand technology, which means that within seconds of your order being processed, we have manufactured a book specifically to your order, and incurred significant cost. In these circumstances, we may not be able to accept a cancellation from you. If you would like to cancel your order please Contact Us immediately, or as soon as possible after placing the order.