RETURNS
CREDIT AND RETURNED GOODS POLICY
No credit exists until a credit note is issued by PPC and no deduction, offset, or adjustment to any invoice may be made by the customer except on the basis of a credit note. Before any product is returned to Pharmaceutical Partners of Canada Inc., a "returned goods authorization" number must be obtained from the Customer Service Department. Product must be returned in full, unopened, undamaged, original Pharmaceutical Partners of Canada Inc. shelf pack and customer must provide adequate documentation to ensure that the product was properly stored. Credit allowance for authorized returns submitted will be issued under the following circumstances:
ACCEPTABLE RETURNS
Product may be returned for credit under the following conditions:
- SHIPPING ERRORS
- VISIBLE DAMAGE
- CONCEALED DAMAGE
- EXPIRED GOODS
- CUSTOMER ORDERING ERRORS
- SHIPPING ERRORS: Immediately contact the PPC Customer Service Department and report any product shipping errors. A Representative will issue a Returned Goods Authorization number and provide the product conditions listed above "Credit and Returned Goods Policy".
- VISIBLE DAMAGE: Any visible damage should be noted on the carrier's bill upon receipt of the order and should place a request for the carrier's inspector to view the goods in question at that point. DO NOT REFUSE THE SHIPMENT. Refusing the shipment will void Pharmaceutical Partners of Canada Inc.'s right to claim reimbursement for damages.
REFUSED SHIPMENTS DUE TO DAMAGE WILL NOT BE CREDITED. Immediately contact the PPC Customer Service Department and report the product damage. A representative will issue a credit note or a replacement order.
- CONCEALED DAMAGE: Immediately contact the PPC Customer Service Department and report any concealed damage noted upon receipt of your order. A representative will issue a credit note or a replacement order.
- EXPIRED GOODS: A credit or replacement will be issued for any product on hand at the time the product expires. You must apply for credit within 12 months from the date of product expiration. Partial packs of expired goods can be processed for credit. Please forward your expired goods request list by fax (877–821–2108) directly to PPC to the attention of "Customer Service Department".
- CUSTOMER ORDERING ERRORS: Immediately contact the PPC Customer Service Department and report any customer ordering errors. A Representative will issue a Returned Goods Authorization number and the product is to be returned according to the conditions listed above in the "Credit and Returned Goods Policy" A credit will be issued at 75% of the purchase price.
NON–ACCEPTABLE RETURNS:
- Broken, marked or damaged due to negligence or improper storage.
- Product involved in a fire or flood.
- Product which has been purchased from a bankruptcy sale or going out of business sale.
- Unexpired product, which has been repackaged, overlabelled or reconstituted.
RETURN AUTHORIZATION
An authorized return must be sent within 30 days from the receipt of an authorization number.
Pharmaceutical Partners of Canada Inc.
c/o Accuristix
109 Summerlea Road
Brampton, Ontario L6T 4P6
Pharmaceutical Partners of Canada Inc. sales representatives are not permitted to pick up product for return and we reserve the right to inspect all returns before issuing a credit. We have the right to destroy product which is returned outside the policy or which is considered unfit or unsafe for use.
Please note: Product ordered directly from Pharmaceutical Partners of Canada Inc. and McKesson Distribution Partners cannot be accepted for return at our Head Office in Richmond Hill, Ontario. Product ordered through McKesson Distribution Partners Calgary, AB and Port Coquitlam, BC. that is authorized for credit can be returned to the following address:
McKesson Distribution Partners
4440-78 Ave S.E
Calgary, Alberta
T2C 2Z5
TEL: (800) 830-6465
FAX: (800) 830-6436
Product ordered through McKesson Distribution Partners Brampton that is authorized for credit can be returned to the following address:
McKesson Distribution Partners
8555 Torbram Rd
Brampton, ON
L6T 5R1
TEL: (877) 671-1376
FAX: (888) 600-8104
GOODS RETURNED UNAUTHORIZED WILL RECEIVE NO CREDIT.
Please remit your expired goods list by telephone, fax or email to our Customer Service Department.
Customer Service Toll Free Tel: 1-877-821-7724
Customer Service Toll Free Fax: 1-877-821-2108
E-Orders: PPCcustomerorders@ppcdrugs.com
FORCE MAJEURE
Pharmaceutical Partners of Canada Inc. shall not be held liable for any delay or failure in performance hereunder arising out of cause beyond its control or without its fault or negligence. Such causes may include, but are not limited to, fires, strikes, embargoes, shortages or unavailability of supplies, raw materials, components or products from customary sources at customary prices, acts of God, production or delivery problems, labour problems, acts of government, war, sabotage, acts of customer, inability to secure transportation, national disasters or discontinuance of a product line. Customer agrees that in such events, available products may be allocated by PPC in its sole discretion among its customers without liability.
PRODUCT RECALL
Should a product recall or withdrawal be necessary, Pharmaceutical Partners of Canada Inc. will compensate customers only for direct expenses in performing all recall services requested by Pharmaceutical Partners of Canada Inc.
INABILITY TO SUPPLY PROCEDURE AND POLICY
When a customer is unable to obtain a contracted item from Pharmaceutical Partners of Canada Inc. and therefore must purchase from an alternate source at a higher price, Pharmaceutical Partners of Canada Inc. will honour price differentials provided the following conditions and procedures are met:
A. Conditions
Pharmaceutical Partners of Canada Inc. will honour price differential requests when:
- The customer is in compliance with the contract and regularly used the product in question.
- The contracted item was an Exclusive Award, i.e. the item was not dual awarded.
- If Pharmaceutical Partners of Canada Inc. has communicated to a customer or buying group that a product will not be available for an extended period, the customer or buying group should secure an alternate vendor. Pharmaceutical Partners of Canada Inc. will honour price differentials up to eight (8) weeks after the notification of product unavailability at the noncontracted price, to commence on the date of the notification letter.
- Credit may be issued in the form of replacement product.
- It is the responsibility of the buying groups to communicate this policy to the membership.
B. Procedure
When a customer cannot obtain a product directly from Pharmaceutical Partners of Canada Inc. and has purchased from an alternate source, the following procedure should be followed:
Submit a copy of the invoice from the alternate vendor, your contract price and amount of price differential requested to the Customer Service Department, Attention: Price Differentials. Please note that any price differentials submitted after 6 (six) months from date of purchase from an alternate vendor will not be accepted.
