Shipping and returns

Dispatch

Stocked lines leave our warehouse within 7 to 12 days of cleared payment. Made-to-order lines run 30 to 45 days. Cold-chain consignments take 14 to 21 days because packaging qualification and lane booking happen before packing.

Shelf life

We ship with at least two-thirds of the stated shelf life remaining unless you agree otherwise in writing. If the only available batch does not meet that, we tell you before shipping and you decide.

Documents

Commercial invoice, packing list, certificate of origin and a batch-specific Certificate of Analysis travel with every consignment. Additional regulatory documents are supplied where requested at the time of order.

Damage and shortage

Notify us in writing within fifteen days of arrival with batch numbers and photographs. Keep the damaged goods and the packaging until the claim is settled, because a carrier claim fails without them.

Returns

Pharmaceutical goods that have left our control cannot be returned to saleable stock, because we cannot verify the storage conditions they experienced. That is a quality position, not a commercial one, and it is the same position any GDP-compliant distributor takes.

We will replace or credit goods where:

• The wrong product or quantity was shipped
• Goods were damaged in transit and the claim is notified within fifteen days with evidence
• A batch is confirmed out of specification on analysis
• A cold-chain consignment shows an excursion that the manufacturer assesses as compromising the product
• Shelf life on arrival was materially shorter than agreed

We will not accept returns because a market changed, an order was over-bought, or a registration was refused after shipment.

Recalls

If a batch is recalled we contact every customer who received it, because batch numbers are recorded against orders rather than only against invoices. Instructions for quarantine, return or destruction are issued in writing with the recall notice.