At Wockhardt UK we recognise that there will be occasions where our customers will wish to return or make a claim with respect to goods supplied to them. Whilst our Terms and Conditions of Sale generally cover such matters, we thought it useful to summarise our Policy with respect to specific instances where customers may wish to return goods. This Returns Policy covers goods supplied by Wockhardt UK Limited.
Stock received in a damaged condition
Obviously we would not wish any of our customers to receive goods in anything other than 100% satisfactory condition. However, we also recognise that accidents can occur.
Therefore, if you should receive stock that is damaged, this must be reported in writing to Wockhardt UK within 3 working days of the goods being delivered. We will then replace (or at our discretion credit) those goods that have been received in a damaged state. Wockhardt UK Limited reserves the right to require return of the goods before agreeing to replacement. Naturally, Wockhardt UK has no liability for goods that are damaged after delivery has taken place, or after collection - if the customer’s appointed carrier collects goods.
Short delivery / lost in transit
Goods should be checked upon delivery, Wockhardt UK has no liability for goods that are signed for “unchecked”. We require our customer to notify us in writing - within 3 working days of delivery - of any claim for short delivery. Where it is agreed orders have been short delivered, we will make a further delivery to make up the shortfall. If this is not possible, we will refund the appropriate value relating to the shortfall.
For claims of non-delivery (lost-in-transit), the customer is required to notify Wockhardt in writing within 3 days of the date they could reasonably have expected to have received the goods. We can assume no liability for goods lost by a customer’s appointed carrier.
Incorrect stock supplied
If goods delivered do not match those ordered, this must be reported in writing within 3 working days of the goods being delivered by, or on behalf of Wockhardt UK, or any of its subsidiaries. Wockhardt UK will organise the return of the goods and process the appropriate replacement or refund the same at its discretion.
Incorrect goods ordered by the customer
Again, we recognise that mistakes can happen. We will endeavour to satisfy our customers’ requirements. However, any replacement or credit will be at the discretion of Wockhardt UK. Once again we insist that any such error is reported to Wockhardt UK within 3 working days of the error being apparent or the delivery date (whichever is sooner).
Sale or Return
In general, products are not supplied on a sale or return basis by Wockhardt UK.
On occasions Wockhardt UK may agree to supply products to customers on a sale or return basis. Where this is the case, it will be specified as such by Wockhardt UK on acknowledgement of the specific order. In such cases the goods concerned will be returnable with agreement with Wockhardt UK during the period agreed with the customer – up to a maximum of 16 weeks from the supply of the product
Short dated stock received
We will endeavour to distribute stock with as long a shelf life as is practically possible. In line with the Pharmaceutical Industry standards we allocate stocks to orders on a first-in, first-out basis. Expiry Dates are contained on the delivery notes and invoices relating to goods we deliver to our customers. Any claim in relation to stock supplied being of any unacceptable shelf life must be reported in writing within 3 working days of the goods being delivered. Wockhardt will consider any reasonable claim. Claims made outside of this time frame will not be considered.
Under no circumstances should goods be returned without prior written authorisation.
Our customers should ensure that goods are stored appropriately during the period from initial delivery to their collection and that the appropriate documentation accompanies the goods when they are returned. Failure to do so, may result in goods not being processed and ultimately may result in no credit being issued in respect of the goods returned.
In line with best practice, we strongly recommend that copies of the associated paperwork be faxed to our Customer Services Department once collection has taken place.
Fax No. 01978 661 791
Goods that require special handling (e.g. refrigeration, controlled drugs, cyto-toxic drugs) will only be collected if the associated appropriate documentation is provided prior to any uplift and the goods are labelled and packaged appropriately. Similarly a credit will only be given when the associated appropriate documentation is in place to cover the whole period from delivery to the customer to return to Wockhardt UK. Products should only be returned if safe to do so. They should be clearly labelled and returned in the appropriate way to ensure the safety of everyone involved in the handling of the product during the transportation from site to site.
Where the above conditions are met, Wockhardt UK will endeavour to collect, replace and/or credit the appropriate goods as soon as practically possible.
If you wish to discuss any of the points outlined above, please do not hesitate to contact your Account Manager or any of our Customer Services team.
Ashish Kakabalia (Company Secretary)
Wockhardt UK Limited