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Actient Return Goods Policy

 

This policy is specific to Actient Pharmaceuticals and does not pertain to our subsidiary companies' products or services.

 

Procedure for Returning Items

Authorization:
Prior authorization from Actient Pharmaceuticals (“Actient”) is required for all returns. Actient recognizes DDN as the only authorized return facility and incurs all charges for processing and destroying of product returned to DDN. Actient will not assume any responsibility for charges incurred for any product returned to a facility other than DDN.

EACH BOX must contain a packing list with your account information and your debit memo number clearly designated.  Use only one debit memo number per return shipment.  If a return shipment is multiple boxes, photocopy your paperwork with debit memo number and place in each box.  It is suggested that the return be insured and records kept.  Actient cannot be responsible for shipments lost in transit to DDN.

Please contact Actient customer service department at 866-931-0717 for Return Goods Authorization (RGA) form and number and send all returns (upon RGA issuance) to the following address:
 

Shipping and Returned Goods Address:
Actient Pharmaceuticals
c/o DDN Pharmaceutical Logistics
4580 Mendenhall Road
Memphis, TN  38141

 

Returnable Items

Eligible Products for Return:

  1. Received by customer as damaged - Products received damaged may be returned for full credit including freight when reported within four (4) business days of receipt by the customer. Concealed damage must be reported within thirty (30) days to be eligible for credit. If product is received damaged please have the transportation company note “damaged” or “broken” on the freight bill. Damaged product should remain in the original carton for inspection, and in any event products must be returned in accordance with RGA instructions.
  2. Received by customer in error - Product shipped in error by Actient may be returned, if applicable, for a full credit, including freight, when returned within thirty (30) calendar days of invoice date.  Products must be returned in accordance with RGA instructions.   
  3. Ordered by customer in error - Products ordered in error may be returned for credit, freight prepaid, when reported within four (4) days of receipt by the customer. Products must be returned in accordance with RGA instructions. Restocking fees up to 10% will be assessed based upon volume of the order.
  4. Expired or In-dated product may be returned for credit, if accompanied by RGA.  In-dated product may be returned within six (6) months prior to expiration. Expired product must be received within twelve (12) months after expiration for credit to be issued. Such expired/in-dated product approved by Actient for return must be shipped freight prepaid within ninety (90) days of RGA date in order to receive credit.
  5. Actient will issue authorization for the return of eligible product only.  Partial containers (less than full packaging or bottles) will only be credited based upon state legal obligation at the exact pill count time’s the original invoice price minus five percent on a per pill basis.
  6. Product must be in original, unopened, unaltered trade package.


Conditions for Credit:

  • A valid Return Goods Authorization (RGA) Number must accompany all returns for proper credit.
    • RGA Numbers are valid for 90 days from issuance.  Expired RGA Numbers will be considered invalid and no credit will be issued.
    • All products must be returned to DDN within 90 days to receive credit.  Products that have been destroyed by customers or agent of customer will not receive credit.
  • Product, lot #, and quantity must be listed on the approved RGA.
  • Product must be in original, unopened, unaltered container to receive full credit and be within 6 months before and 12 months after expiration date.
  • Actient will allow returns from returns processors, however, credit will only be issued to accounts that purchased product directly from Actient.
  • Returned products will be verified by Actient and the final credit will be calculated based upon Actient count.


Terms of Return Policy

  • All returns are subject to review by Actient.  Issuance of RGA number does not guarantee credit.  Credit issuance is dependent on confirmed receipt/review of return goods.  
  • Credit for eligible Expired or In-dated returned goods referenced above will be issued at the lower of 1) original invoice price or 2) applicable contract price less third party handling charge.
  • No credit will be issued for administration, shipping or handling, including third party processing fees, with the exception of product received by customer as damaged and product received by customer in error as referenced above under Returnable Items.
  • Actient and Wholesaler agree to make a good faith effort to resolve any discrepancies prior to any deduction being taken by the wholesaler.
  • For items purchased from a wholesaler, credit will be issued through the wholesaler.
  • Returns are subject to final count and acceptance by Actient. Actient reserves the right to accept or reject the product for credit.
  • Actient reserves the right to destroy, without recourse, all returned packages.
  • Returns should be channeled through the original source of purchase. The original source of purchase is defined as the entity that was directly invoiced by Actient and the distributor of origin.
  • Unauthorized returns may be destroyed and not reimbursed.


Non-Returnable Items/No Credit

  • Product that is not in the original packaging bearing the original manufacture label.
  • Product that is more than six (6) months prior to the expiration date.
  • Product that is twelve (12) months or more past the expiration date.
  • Product returned without an RGA.
  • Product obtained other than through normal channels of distribution or purchased from a source other than an authorized distributor of record of Actient.
  • Product involved in a fire sale, sacrifice sale, bankruptcy, flood, or earthquake.
  • Product deteriorated or damaged due to conditions beyond the control of the manufacturer, such as improper storage, heat, cold, water, smoke, fire, negligence, etc.
  • Product deleted from Product Compendia (FirstData Bank, MediSpan) will be handled on a case by case basis.
  • Non-original or repackaged product.  This includes prescription and/or other labels added to and/or removed from the product package.
  • Product sold with specific understanding that it is non-returnable.
  • Merchandise that is obtained in violation of state and federal regulations.
  • Product that has been donated (at no charge to customer).


In addition, a Certificate of Destruction does not qualify as an acceptable format for product return.

TITLE AND RISK OF LOSS:
Title and risk of loss will pass to customer at the time products are delivered to Actient’s direct customer’s dock. Delivery of all quantities of products shall be deemed to be made in full and in good condition unless Actient Customer Service is notified within four (4) days from the date of receipt from Actient.

 

EXCEPTIONS:
Actient may, at its discretion, make exceptions to the returned goods policy based upon extenuating circumstances.

Actient reserves the right to impose a handling fee on all returned goods.