If you are contacted by a consumer who received a damaged or defective copy of your book from one of Ingram's retail partners or a distribution partner of ours, the consumer needs to return the book back to the business they purchased it from for a refund or replacement.
If the consumer purchased a copy of your book from you, the book should be returned to you for a refund or replacement and you will work with the Client Services team to resolve the problem.
Although minor defects can occur during the manufacturing process of your book. Below is a list including, but not limited to, defects that when minor, are not considered to make a product unsaleable:
- Cover scratches
- Smudges in the lamination (This is the glue which can be wiped off with a damp cloth)
- Ink spots
- Folded pages
- Lamination creases or scored hinges
- Gutter read marks
However, if you feel the book is not in good condition and you or the consumer are not happy due to a defect or damage, Lightning Source support will do their best to resolve the situation as quickly and efficiently as possible, with all parties satisfied with the end result.