Legal and regulatory hub
Returns policy
1. When can I return products?
2. How do I return an item?
3. Are there any products that cannot be returned?
4. How long do I have to return products that I have ordered in error or which Alliance Healthcare has made an error?
5. Returning Faulty or Damaged Products
6. Returning FMD Products
7. 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 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.
8. Recalls
Medicinal products supplied to you by Alliance Healthcare which are recalled by the manufacturer, product licence holder or regulatory authority will be accepted by 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 and selecting the returns button.
| 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 |
| FMD product | Y (Subject to conditions) | Y | Y | Three working days All returns within 3 working days |
Tamper proof seal not damaged |
| All other products | Y | Y | Y | Claims for damaged product within three working days All returns within 3 working days |
In condition fit for re-sale if OIE |
| Personal Protective Equipment (PPE) | N | Y | Y | Claims for damaged product within three working days All returns within 3 working days |
Not usually returnable - unless wrong product/faulty/damaged |
In all cases
- If no regular delivery is scheduled within the three working days customer to 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 damaged or faulty products, when the customer becomes aware of the fault or damage if later.
For missing goods click the Missings box on myAHPortal.
The legal language referenced on this page is legally binding in English only. Any and all translations into other languages have no legal force and are provided for information only.