Returns


We want our customers to be completely happy with their purchases.  With our 30-day satisfaction guarantee, you can return products to us within 30 days if you are not totally satisfied; your order will be cancelled and your account will be credited (less delivery charges).  The products you return must be in their original condition and you must use our returns procedure (see below).

This guarantee is only available to customers in the UK and European Union, and does not apply to updating releases (apart from Charge By Release updates), journals and CD subscriptions, online services, software and sales made to the book trade under trade terms.

We sometimes sell products on different terms which will be shown clearly on the order form or promotional material, these terms supersede the 30-day satisfaction guarantee.

eBooks on Thomson Reuters ProView™ are included in our satisfaction guarantee except that you must tell us within 7 days of the invoice date that you wish to cancel your purchase.  Contact Customer Service by email at TRLUKI.CS@thomsonreuters.com or telephone 0345 600 9355 and your account will be credited.  Where the eBook was sold as part of a bundle of products, we will issue a credit for the eBook and a new invoice for the remaining items.  Where an eBook was sold as an upgrade to a print service and you wish to return the print item only, the print item must be returned within the terms of the 30-day satisfaction guarantee and a new invoice will be issued for the full price of the eBook.

Products may be returned to us under the following circumstances: if they were sold under our satisfaction guarantee, if they are faulty or damaged or you have been sent the wrong goods or incorrect quantity.  Please return the products within 30 days of the date of the invoice, following the instructions below which will enable us to track the delivery; we will pay the collection charges.

  1. Contact Customer Service within 30 days from the date of the invoice either by email at TRLUKI.returns@thomsonreuters.com or telephone the Customer Service Returns Line: 0345 600 9355 and quote the invoice number(s).
  2. Providing the return meets the requirements of the Returns Policy, Customer Service will pre-authorise the return and arrange free collection of the products.
  3. Customer Service will send a confirmation email including a Returns Authorisation Document, a copy of which must be enclosed in every package being returned.
  4. All returned products must be returned in their original condition.  Please repack the products carefully using the original and any supplementary packing (if required) and firmly seal the package.
  5. Please make sure that the package is ready for collection at the agreed collection point promptly, as the courier is unable to offer specific collection times and will not automatically make a second collection attempt.  Collections are usually made within 24 hours.
  6. Our courier, DPD, will give you a receipt upon collection with a collection reference.  Please keep your receipt for future reference.
  7. As soon as the correct products have been received your account will be credited.  If you have any questions about this procedure or do not have a despatch note please call Customer Service on 0345 600 9355 or email TRLUKI.returns@thomsonreuters.com

Please contact our International Customer Service Team for advice on the correct procedure to follow:

Please contact either your usual Representative or our Trade Customer Service Team: