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Returns Policies

Distributor Returns Policy

Retail Returns Policy

The Harvard Drug Group (THDG) understands the importance of outstanding customer service and to that end provides a very customer friendly return policy. Please review our policy below. If you have any questions, contact your Sales Representative or our Customer Service department at 800-875-0123, Ext. 6100

All returns must be authorized by The Harvard Drug Group (THDG) in advance. You will receive credit for the items specifically listed on the signed return processing form. Any product returned and not listed on the return processing form, or an unsigned return authorization, will require the items to be destroyed and not credited. Please be sure your Sales Representative or our Customer Service department has a complete list of returned products so you receive the appropriate credit.

  1. Certification: By signing the return authorization form for your returned product(s) you are certifying that all of the following are true:
    1. The specific drug product(s) were purchased directly from The Harvard Drug Group (THDG)
    2. Drug product(s) have been stored properly at a temperature indicated on the product label and in the original packaging
    3. Drug product(s) have never been opened and drug product(s) have never been repackaged, in compliance with the Prescription Drug Marketing Act
  2. Return Credit Eligibility
    1. Returns are only accepted on purchases made directly from THDG with an invoice
    2. Returns are only accepted from the original purchaser
    3. All returns require prior authorization through THDG’s Customer Service Department and the issuance of a return processing form.
      1. Sales representatives cannot authorize return of products or pick-up merchandise
    4. Returns due to order fulfillment, courier damages, or computer errors must be reported to THDG within two business days of receipt and are returnable for full value at THDG’s freight expense.
    5. No credit will be given for:
      1. Opened or partial bottles
      2. Repackaged products or products not in their original sealed container
      3. Packages that arrive at a THDG distribution center without a return processing form
      4. Product returned that does not appear on the itemized return authorization form but appear in the return box. Such items will not be returned and will be destroyed.
      5. Product defaced with stickers, price marks, knife cuts, etc.
      6. Free goods
      7. Returned merchandise damaged in transit by the customer’s carrier
      8. HAZMAT items: all sales of HAZMAT items are considered final and non-returnable
      9. Refrigerated items, repacks, or product damaged due to improper storage and handling, fire, flood, heat, cold, water, smoke, catastrophe or bankruptcy sale, or purchased or otherwise obtained in violation of any Federal, State or local law or regulation
      10. Close-out, short-dated, clearance, unsealed vials, special orders, drop shipments, special promotions, pre-booked, purchased for export, and merchandise expressly designated as non-returnable at the time of sale, including that of certain manufacturers who do not accept returns from THDG
      11. Over one (1) year past expiration dates. Any product returned beyond this date will be destroyed and no credit will be issued.
      12. Returns will only be accepted with a signed return authorization form.
    6. Issuance and Determination of Return Credit
      1. Credit issued is based on original invoice price adjusted for terms discounts, rebates, free goods, etc. (if applicable). Product returned that is greater than 60 days from date of invoice will be created to Market Price or Invoice Price, whichever is lower.
      2. Returns for THDG errors, recalls, defective, or damaged product will be credited.
        1. A completed Product Complaint form must be included with the product(s) when returning defective merchandise. A Product Complaint form can be obtained from our Customer Service Department 734-743-6100.
      3. Product returned greater than one (1) year after expiration date marked on the product will receive zero credit and will be destroyed.
      4. Product returned after expiration date marked on the product will receive zero credit and will be destroyed.
      5. Credit will be issued for valid and authorized returns within 14 days of receipt by THDG
      6. No deductions can be taken and no cash refunds will be provided
      7. All manufacturer vendor credit returns will be charged a 5% processing fee
      8. Any manufacturer vendor credit return less than $5.00 will not be processed
    7. Process for Requesting a Return
      1. Contact THDG’s Customer Service Department at 734-743-6100 to obtain a return authorization form for any items you wish to return for credit, including recalls. To ensure proper processing, you must supply all item numbers, invoice numbers, lot and expiration date information. Please ensure you sign the form for authorization.
      2. A return tag with prepaid shipping will be provided. Please note that prepaid tags are not eligible for Saturday pick-up.
      3. DEA schedule class II returns will only be authorized for return within two (2) business days of customer receipt and only when due to an error caused by THDG. No overstock returns will be authorized by THDG for DEA schedule II products beyond two business days for any reason.
        1. Returns for Class II narcotics require a special authorization. Credit will not be issued for any unauthorized return of a controlled substance.
      4. Requests over $5,000.00 are subject to additional review
The Harvard Drug Group reserves the right to amend this policy which supersedes all previous policies and is hereby automatically incorporated into any prior customer supply agreements or written contracts to the extent the contract authorizes change without customer consent.

Distributor Returns Policy

  1. Certification: By signing the return authorization form for your returned product(s) you are certifying that all of the following are true:
    1. The specific drug product(s) were purchased directly from The Harvard Drug Group (THDG)
    2. Drug product(s) have been stored properly at a temperature indicated on the product label and in the original packaging
    3. Drug product(s) have never been opened and drug product(s) have never been repackaged, in compliance with the Prescription Drug Marketing Act
    4. All distributor sales are considered final sale and not returnable for credit
  2. Return Credit Eligibility
    1. Returns are only accepted on purchases made directly from THDG.
    2. Returns are only accepted from the original purchaser
    3. Returns are only accepted for order fulfillment, damages, defective, computer errors or recalls
    4. Returns due to order fulfillment, courier damages, or computer errors must be reported to THDG within two business days of receipt and are returnable for full value at THDG’s freight expense
    5. All returns require prior authorization through THDG’s Customer Service Department and the issuance of a return authorization memo
      1. Sales representatives cannot authorize return of products or pick-up merchandise
    6. No credit will be given for:
      1. Opened or partial bottles
      2. Repackaged products or products not in their original sealed container
      3. Packages that arrive at a THDG distribution center without a return authorization form
      4. Product returned that does not appear on the itemized return authorization form but appear in the return box. Such items will not be returned and will be destroyed.
      5. Product defaced with stickers, price marks, knife cuts, etc.
      6. Free goods
      7. Returned merchandise damaged in transit by the customer’s carrier
      8. HAZMAT items: all sales of HAZMAT items are considered final and non-returnable
      9. Refrigerated items, repacks, or product damaged due to improper storage and handling, fire, flood, heat, cold, water, smoke, catastrophe or bankruptcy sale, or purchased or otherwise obtained in violation of any Federal, State or local law or regulation
      10. Close-out, short-dated, clearance, unsealed vials, special orders, drop shipments, special promotions, pre-booked, purchased for export, final sale, and merchandise expressly designated as non-returnable at the time of sale, including that of certain manufacturers who do not accept returns from THDG
      11. Product returned by a customer that has not made a purchase for a period of three months or longer
      12. Freight unless the return is a result of our error
      13. Returns will only be accepted with a signed return authorization form.
    7. Issuance and Determination of Return Credit
      1. Credit issued is based on the current selling price or original invoice price, whichever is lower, adjusted for terms discounts, rebates, free goods, etc. (if applicable)
      2. Returns for THDG errors, recalls, defective, or damaged product will be credited with no restocking fee
        1. A completed Product Complaint form must be included with the product(s) when returning defective merchandise.  A Product Complaint form can be obtained from our Customer Service Department 734-743-6100
      3. Overstock returns will not be accepted
      4. Credit will be issued for valid and authorized returns within 30 days of receipt by THDG
      5. No deductions can be taken and no cash refunds will be provided
      6. All manufacturer vendor credit returns will be charged a 5% processing fee
      7. Any manufacturer vendor credit return less than $5.00 will not be processed
    8. Process for Requesting a Return
      1. Contact THDG’s Customer Service Department at 734-743-6100 to obtain a return authorization form for any items you wish to return for credit, including recalls.  To ensure proper processing, you must supply all item numbers, invoice numbers, lot and expiration date information. Please ensure you sign the form for authorization.
      2. If the return was caused by an error generated by THDG, a product defect, damage, or a recall; a return tag with prepaid shipping will be provided. Please note that prepaid tags are not eligible for Saturday pick-up.
      3. Returns not due to THDG’s error may be shipped to THDG by your carrier of choice.  Your carrier of choice must be able to bill you directly for the shipping expense.
      4. DEA schedule class II returns will only be authorized for return within two business days of customer receipt and only when due to an error caused by THDG. No overstock returns will be authorized by THDG for DEA schedule II products beyond two business days for any reason.
        1. Returns for Class II narcotics require a special authorization. Credit will not be issued for any unauthorized return of a controlled substance.
      5. Requests over $1,000.00 are subject to additional review
The Harvard Drug Group reserves the right to amend this policy which supersedes all previous policies and is hereby automatically incorporated into any prior customer supply agreements or written contracts to the extent the contract authorizes change without customer consent.