Returns policy
Please ensure that you continue to check your orders carefully before transmission.
1. When can I return products?
2. How do I return an item?
If you are unable to access myAHPortal you should contact Customer Services (0330 100 0448) who will support you with your return.
Returned products which are not being returned as recalls, faulty or damaged (e.g. where we have made an error) must be in perfect original condition, not marked in any way and must not show any sign of having been tampered with (see exclusions at paragraph 3 below in relation to products which cannot be returned if ordered in error by you).
3. Are there any products that cannot be returned?
(v) Lateral flow device (LFD) test kits.
We may not be able to accept returned products we have supplied which are covered by a transfer order unless you have received authorisation. Please contact Customer Services for more information.
4. How long do I have to return products that I have ordered in error or which Cencora Alliance Healthcare has made an error?
5. Returning Faulty or Damaged Products
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 complete the return via myAHPortal within one (1) working day. These products should be packaged separately 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. Can I return products ordered in error?
You can return certain products you have ordered in error but you may have to pay a surcharge. We cannot accept returns of refrigerated items which have been ordered in error. When you return 2% or more as ordered in error the following charges will apply, depending on the percentage of returns equal to or greater than 2%:
| Percentage of returns | Charge |
|---|---|
| Less than 2% | £0 |
| Between 2% and 2.99% | £75 |
| Between 3% and 3.99% | £90 |
| Between 4% and 4.99% | £105 |
| Between 5% and 5.99% | £120 |
| 6% or more | £175 |
How we calculate the ordered in error surcharge
We use a simple calculation to work out whether a surcharge will be made.
(lines returned as ordered in error ÷ lines purchased) * 100 = Ordered in error percentage.
Example
You purchased 65 lines, but returned 5 lines as ordered in error. (5 ÷ 65) * 100 = 7.69%
How do we calculate a line?
A line means the same product purchased on one line of each invoice.
- If the same product is then purchased again (e.g. later in the month), it will be logged on a separate line.
What happens with Outers?
- An outer of a product will be classed as one line.
- For example, an outer of twenty-four of TUNES CHERRY (which contains twenty-four packs). will be classed as one line.
- If you purchase a single of one product, this will also be classed as one line.
How to avoid the ordered in error surcharge
We've analysed customer purchase data, and in the majority of cases, customers who have returned a product as ordered in error one day, have gone on to purchase it again the next. When you have to return a product there is a cost to you and your business; the return needs to be authorised, and paperwork needs completing.
- Be aware of the products you are ordering
- Try to avoid sending product back, especially if you think it is likely you'll dispense it in the following days
Products exempt from the ordered in error surcharge
The ordered in error surcharge does not apply to products purchased from Cencora Alliance Healthcare that are part of an agency model.
For full details, refer to our supply chain arrangements page which lists manufacturers and products which are exempt from the ordered in error surcharge.
7. Recalls
Medicinal products supplied to you by Cencora Alliance Healthcare which are recalled by the manufacturer, product licence holder or regulatory authority will be accepted by Cencora Alliance Healthcare in line with the specific instructions given at the time of the recall (these will be available on the Alliance Healthcare website).
All products must be packaged separately, and registered through the returns system on myAHPortal. 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.
Returns can be made by visiting https://www.myahportal.co.uk/login
| Type of Return | Ordered in Error (OIE) return accepted? | Incorrect Product delivered by AHDL | Damaged/Faulty/Recall | Time frame (from date of delivery) | Conditions |
|---|---|---|---|---|---|
| Hazardous/Cytotoxics | Y | Y | Y | Return within 1 working day | |
| Refrigerated Product | N | Y | Y | Return within 1 working day | Not usually returnable - unless wrong product/faulty/damaged. Signed confirmation that product kept within temperature |
| Schedule 2 & Schedule 3 Safe Custody Controlled Drugs (CDs) |
Y | Y | Y | Return within 1 working day Notify Customer Services immediately of any incorrect product delivered or a discrepancy |
Immediately notify Customer Services of any incorrect product delivered or a discrepancy. |
| Specials | N | Y | Y | Return within 1 working day | Not usually returnable - unless wrong product/faulty/damaged. As soon as possible, obtain Return Authorisation Number from Customer Services. Online return not currently available. |
| Vet medicines | N | Y | Y | Return within 1 working day | Not usually returnable - unless wrong product/faulty/damaged. |
| Personal Protective Equipment (PPE) | N | Y | Y | Claims for damaged product within 3 working days | Not usually returnable - unless wrong product/faulty/damaged. |
| All other products | Y | Y | Y | All other returns must be made within 3 working days |
In all cases
- If no regular delivery is scheduled within the three working days the customer must phone Customer Services to request collection.
- Faulty or damaged products covered by a transfer order are not accepted as returns unless the customer has received authorisation from Customer Services.
- The timeframes specified apply from when the Product is delivered, or in the case of faulty products, when the customer becomes aware of the fault if later.
For missing goods click the Missings section on myAHPortal.