For further information, please contact us on: 0800 169 2305

OTC Direct Returns Policy


1. When can I return products?

Products may be returned to OTC Direct: (i) if we make an error in delivery, (ii) deliver damaged or faulty products (see below) (iii) recalled products or (iv) in limited cases, if you make an order error.
 

2. How do I return an item?

Please contact Customer Service on 0800169 2305 who will send you a returns label to affix to the outside of the package containing your returns.

Returned products (which are not being returned as recalls, faulty or damaged) must be in perfect original condition, not marked in any way and must not show any sign of having been tampered with.

All products must be kept in the storage conditions appropriate for that product until collection.

Please note if you are completing a return you must enclose with each returns, the relevant invoice for that purchase and must set out the reason for the claim and:
(i) the quantity, description, strength and pack size of the returned goods;
(ii) be signed and dated by a person with appropriate authority and include their registration number,

(iii) be packaged carefully with the paperwork to ensure the goods and paperwork remain together.
 

3. Are there any products that cannot be returned?

You cannot return to us the following types of products: 

(i) refrigerated products; or

(ii) Decommissioned FMD products (as described below).
 

4. How long do I have to return products that I have ordered in error or which OTC Direct has delivered in error?

The products to be returned should be given to the delivery driver on your next morning delivery (Monday to Friday) and returned to us no later than three working days from receipt (beginning the day after you receive the product), telling us the reasons why.  

If you want to return products and you do not expect to receive another delivery within the three (3) working day period you should notify Customer Services and request a collection.  If you do not request a pick up to enable us to collect within the three (3) working day period and the products are returned to us after this time we are not obliged to accept them or provide a credit.

To return hazardous chemicals, cytotoxics, schedule 2 or schedule 3 safe custody controlled drugs you must obtain a return authorisation number from customer services before returning the product to your supplying service centre.
 

5. Returning Faulty or Damaged Products

You may return at any time a product that has been returned by a patient as faulty. The allegedly faulty item should be packed separately and listed on the returns note and returned to your local service centre as soon as possible. Each invoice  must set out the reason for the claim and include:
(i) the quantity, description, strength and pack size of the returned products;
(ii) be signed and dated by a person with appropriate authority and include their registration number,

(iii) be packaged carefully with the paperwork to ensure the goods and paperwork remain together.

If you are returning damaged or faulty: (i) refrigerated products (ii) Schedule 2 or 3 safe custody controlled drugs or (iii) hazardous products, you should telephone Customer Services within one (1) working day from delivery to obtain a return authorisation number.  These products should be packaged separately and highlighted onto separate invoices and given to your driver at the next opportunity.  

Hazardous products should be packaged separately in line with the statutory safeguards which relate to handling hazardous chemicals. You must let the driver or collections agent know, when they come to collect the products, in what way they are hazardous.  

Products which need temperature controlled storage can only be returned provided that you have stored them correctly whilst in your possession even if these are reportedly faulty or damaged. You must let the driver or collections agent know about the temperature conditions required.  
 

6. Returning FMD Products

Returned product that is subject to the Falsified Medicines Directive (FMD) (i.e. prescription only medicine that has the two safety features, the 2D barcode and anti-tamper device applied) can only be returned (i) if the anti-tamper device has not be damaged and (ii) the FMD product has not been de-commissioned before being returned by you. If a FMD product is returned and it does not verify on return, we shall not be able to credit you for this returned product.

We cannot accept returns of FMD products from Article 23 customers, i.e. where the product was decommissioned by OTC Direct  before being sent to you.
 

7. Recalls

Medicinal products supplied to you by OTC Direct which are recalled by the manufacturer, product licence holder or regulatory authority will be accepted by OTC Direct in line with the specific instructions given at the time of the recall (these will be available on the Alliance Healthcare website (http://www.alliance-healthcare.co.uk/latest-news/recalls). 

All products must be packaged separately, clearly identified as returns relating to the product or batch recall and accompanied by a separate returns note. The returns note must give details of the type of recall and, where appropriate, all batch numbers. Credit will be issued by us as authorised by the manufacturer or product licence holder concerned at the time specified by them.  Generally credit is usually only given for the first 12 weeks after the beginning of the recall.