Return Policy

Goods: Reports, Videos, DVDs, and Books

All sales are final.
Nielsen Norman Group reports, videos, and books (“goods”) are informational goods, and immediately consumable after download or delivery. We regret that no refunds or exchanges can be issued on purchases.

Before you complete a purchase, please make sure that what you are about to order is correct.
If you have a download issue, please contact support@nngroup.com and we will do our best to promptly resolve the matter.

We are not responsible for lost, stolen, deleted, misplaced and/or destroyed goods.
 

Training: Usability Week

Our refund and substitution policy may vary for each event location. For details, please refer to the registration page for the location in which you registered. Training locations

We reserve the right to substitute speakers, cancel seminars, or cancel the entire event. In such cases, our liability is limited to refunding the registration fees you have paid for the affected days. Speakers may need to be substituted in case of illness, accidents, airline problems, or other issues that prevent a scheduled speaker from presenting as planned. We will endeavor to get a substitute speaker, but this may not always be possible because of the expertise required and the short notice available in most such cases.

 

Certification Exam Fees

Certification exam administative fees paid prior to or during Usability Week are subject to the same refund policy as tuition (see above). Exam fees paid after Usability Week are non-refundable.